Vision Care Experience Lead | Patient Journey Expert

OPTICAL EXPRESS; Liverpool; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave

Free Laser Eye Surgery and Intraocular

Free eye tests

Discounted prescription eyewear ands

Pension scheme

Employee Assistance Programme

Job summary

Optical Express in Liverpool is seeking a Patient Advisor to guide customers through the full journey from inquiry to post-operative follow-up, collaborating with clinicians to ensure a premium experience at every touchpoint.

You will deliver warm welcomes, capture diagnostic scans, and support in consultations both in-clinic and online, while coordinating bookings and aftercare with a sharp eye for detail and results.

Qualifications

• Previous experience in a patient-facing role.
• Excellent communication and interpersonal skills.
• High attention to detail and strong organisational abilities.
• Proficient with digital and diagnostic technology.
• Experience in healthcare or luxury retail preferred.
• Strong commercial awareness.

Responsibilities

• Support patients undergoing vision correction surgery across all steps of the patient pathway, building rapport and maintaining confidence.
• Deliver warm, professional patient welcomes and manage first impressions.
• Capture high-quality diagnostic scans for clinical interpretation, while communicating benefits of our technology.
• Support in delivery of consultations for optometrists and/or surgeons, in-clinic or virtual.
• Close consultation process and schedule surgery and aftercare.
• Manage payment, finance and administrative booking requirements.
• Meet and exceed individual commercial KPIs.

Skills

Patient-facing experience

Communication skills

Interpersonal skills

Attention to detail

Organisational skills

Digital literacy

Job description

Optical Express in Liverpool is seeking a Patient Advisor to guide customers through the full journey from inquiry to post-operative follow-up, collaborating with clinicians to ensure a premium experience at every touchpoint.

You will deliver warm welcomes, capture diagnostic scans, and support in consultations both in-clinic and online, while coordinating bookings and aftercare with a sharp eye for detail and results.