Bookings Coordinator

Job Summary

Alta Medi Clinic is looking for a highly organised, confident and personable Bookings Coordinator to join our front of house team.

This is a key role within the clinic, responsible for managing new patient enquiries, handling inbound and outbound calls, responding to leads and coordinating appointments across our busy diary. You will be one of the first points of contact for prospective and existing patients, so providing a warm, professional and reassuring experience is essential.

The successful candidate will be proactive, commercially aware and confident speaking with patients over the phone. You will be responsible for responding quickly to enquiries, understanding patient needs, providing clear and discreet information, following up leads and converting enquiries into consultations and appointments.

You will work closely with practitioners and the wider front of house team to ensure appointments are scheduled efficiently and patients receive an exceptional level of service from their first enquiry through to their visit.

Key Responsibilities

• Manage incoming patient enquiries and new leads via telephone, email and other communication channels.
• Make outbound calls to new and existing leads to follow up enquiries, answer questions and encourage appointment bookings.
• Respond promptly and professionally to patient enquiries, ensuring no lead or booking opportunity is missed.
• Convert enquiries into consultations and appointments by confidently communicating the clinic's services and understanding each patient's requirements.
• Manage and maintain the clinic's busy appointment diary, ensuring appointments are booked accurately and efficiently.
• Coordinate appointments between patients, practitioners and the front of house team.
• Reschedule and rearrange appointments where required, minimising diary gaps and optimising practitioner availability.
• Provide patients with clear, accurate and discreet information regarding appointments, consultations and clinic services.
• Handle sensitive and confidential patient information with professionalism, discretion and care at all times.
• Maintain accurate patient and lead records, ensuring all calls, enquiries, follow-ups and bookings are appropriately documented.
• Follow up outstanding enquiries and leads in a timely and structured manner.
• Identify opportunities to improve lead conversion, patient experience and diary utilisation.
• Work closely with the wider team to ensure a seamless patient journey from initial enquiry through to consultation.
• Escalate clinical or complex patient queries to the appropriate practitioner or senior team member rather than providing clinical advice.
• Support the front of house team with general administrative and patient coordination duties when required.

About You

We are looking for someone who is:

• Confident, warm and professional on the telephone.
• Highly organised with excellent attention to detail.
• Comfortable handling a high volume of calls, enquiries and bookings.
• Naturally proactive and motivated to follow up leads and achieve booking targets.
• Patient-focused, with a genuine commitment to providing an exceptional customer experience.
• Commercially minded and confident discussing services and guiding patients towards the appropriate consultation.
• Discreet and professional when dealing with confidential and sensitive information.
• Able to remain calm and professional when dealing with challenging or complex situations.
• A strong communicator with excellent spoken and written English.
• Comfortable working in a fast-paced clinic environment where priorities can change quickly.
• Confident using booking systems, CRM systems, email and other digital platforms.
• A strong team player who communicates effectively with practitioners and colleagues.

Experience & Qualifications

• Previous experience in a medical, aesthetic, private healthcare, dental, hospitality, premium customer service or bookings environment is desirable.
• Experience handling a high volume of inbound and outbound calls is highly desirable.
• Previous experience in lead management, appointment setting, sales or customer service would be advantageous.
• Experience using CRM, booking or patient management systems is beneficial.
• Excellent telephone manner and professional communication skills.
• Strong computer and administrative skills with a high level of accuracy.
• The ability to prioritise and manage multiple enquiries and tasks simultaneously.

What We Offer

• The opportunity to join a growing and established private clinic in London.
• A professional, supportive and patient-focused working environment.
• The opportunity to develop your skills across patient experience, bookings and lead management.
• A varied role within a busy and dynamic clinic environment.
• Opportunities for progression within the wider clinic team.

The Ideal Candidate

The ideal candidate will be someone who enjoys speaking to people, is naturally organised and takes pride in delivering an excellent patient experience. You will be confident following up enquiries, comfortable having commercially focused conversations and motivated by turning new leads into booked consultations.

If you are personable, driven, detail-oriented and thrive in a busy environment, we would love to hear from you.

Pay: From £35,000.00 per year

Work Location: Remote