Patient Experience/Front Desk Lead

Do You Thrive Under Pressure? Can You Turn Difficult Conversations Into Positive Outcomes? Does creating calm in moments of chaos come naturally to you? Are you the kind of person others turn to when they're upset, anxious, or unsure? If so, Centre for Surgery, a leading day surgery hospital in central London, may have the ideal opportunity.

The clinic is currently seeking an experienced and confident Patient Experience & Front Desk Lead to take ownership of its front-of-house operations. This vital role is about more than reception, it's about leading the patient experience and stepping up when things go wrong. Whether it's handling a sensitive concern or creating a warm welcome at the front desk, this individual will play a central part in how patients perceive their care from start to finish.

A Unique Role at the Heart of Patient Care

This position combines high-level reception responsibilities with the leadership of the clinic's patient service function. As the first impression and emotional anchor of the clinic, the Patient Experience & Front Desk Lead must bring emotional intelligence, resilience, and polished professionalism to every interaction.

Centre for Surgery prides itself on delivering consultant-led care in a discreet, modern setting. In this role, the successful candidate will work closely with the Managing Director to ensure the clinic's reputation for excellence is reflected in every patient interaction, from the first hello to the final follow-up.

Key Responsibilities

Front Desk & Reception

• Deliver a polished and professional welcome to all patients and visitors at the Baker Street clinic.
• Manage appointment check-ins, liaise with consultants and nurses, and keep the waiting area calm, clean, and well-organised.
• Handle phone and email enquiries courteously and efficiently.

Patient Experience Oversight

• Take overall responsibility for patient service before, during, and after treatment.
• Proactively anticipate patient needs, resolve queries promptly, and ensure high service standards are consistently maintained.

Complaints Handling & Service Recovery

• Own the complaints process, both informal and formal.
• Listen calmly and non-defensively when concerns are raised, ensure respectful and timely resolution, and collaborate with clinical or administrative teams as needed.
• Accurately document and track feedback to help identify and address recurring issues.

Administrative Duties

• Manage bookings and payments through the clinic's software systems.
• Ensure full compliance with GDPR and data privacy regulations.

Team Support & Leadership

• Support junior front desk staff, contribute to training and onboarding, and step in when needed to maintain service continuity.
• Work closely with leadership to uphold and enhance the values of Centre for Surgery across all front-of-house operations.

The Ideal Candidate Will Have:

• Front-of-house or patient liaison experience, ideally within private healthcare, aesthetics, or dentistry.
• A strong track record of handling complaints with calmness, clarity, and empathy.
• The ability to manage sensitive conversations with professionalism.
• Clear, confident communication skills both in person and over the phone.
• A calm presence during busy or emotionally charged situations.
• Strong organisational skills and high attention to detail.
• A natural leadership style and commitment to team collaboration.
• Absolute discretion and a deep understanding of confidentiality in a clinical environment.

Working Hours

This is a full-time, on-site position based at the Baker Street clinic. Some Saturday availability may be required depending on consultant schedules and patient needs.

What Patients Say

"The team was quick to address a concern I had after surgery. I was reassured and supported the whole way through."- Tania A., Breast Surgery Patient

"Everyone I spoke to was respectful and helpful-even when I was nervous or had questions. The service was outstanding."- Adam S., Liposuction Patient

"I had a small issue after my consultation, but it was resolved quickly and with kindness. The front desk staff genuinely care."- Rebecca L., Eyelid Surgery Patient

Why Join Centre for Surgery?

Centre for Surgery is a boutique surgical hospital offering a wide range of cosmetic and reconstructive procedures in a purpose-built day surgery facility. Led by expert consultants, the team is known for compassionate, patient-centred care in a modern and discreet environment.

This is more than a job, it's a chance to shape the entire patient experience. For someone who thrives on human connection, takes pride in service excellence, and knows how to turn challenges into reassurance, this is an opportunity to make a meaningful impact.

Ready to Make a Difference?

Centre for Surgery invites candidates who combine professionalism with emotional intelligence to apply now. Help shape the standard of care patients remember most, especially when it matters most.