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C&M Health 2023
Job description – Bookings Coordinator
JOB DETAILS
Reports to: Administration Manager
Accountable to: Administration Manager, Assistant Manager, General Manager, Clinical Team Lead
& Medical Director
Working hours: Full time (Monday to Friday) Shifts between 7:30am-17:30pm
Location: 54 Wimpole Street (opportunity for remote working on completion of probation period)
JOB SUMMARY
London Bridge Plastic Surgery/London Transgender Surgery is a 5* plastic, reconstructive and aesthetic
surgery clinic; so passion for delivering the highest levels of customer service and the ability to anticipate
patient needs is essential. The administrative team are critical to the efficient running of the Clinic so must
be friendly, organised, articulate and proactive always. It is also critical that the administrative team
demonstrate the ability to work together within the administrative office, and closely with the reception
team.
This role is primarily responsible for dealing with all patient enquiries and booking patient appointments.
Bookings Coordinators are responsible for the organisation and execution of all patient coordination.
MAIN DUTIES / RESPONSIBILITIES
• Ensuring patient files and documentation are compiled / completed correctly prior to
patient arrival.
• Making and answering phone calls and responding to general enquires, giving initial
treatment / consultation information.
• Dealing with enquiries from existing and new patients daily over the phone and email.
• Managing the admin team inboxes along with other bookings coordinators.
• Ensuring the Diary is complete and accurate.
• Ensuring the patient management database is kept up-to-date and accurate at all times with
detailed notes, medical history, photos, and contact details.
• Management of the Surgeons, Clinical Team’s, and Provider diaries with the responsibility
for booking and rescheduling patient appointments as needed.
• Ensuring prompt payment for all appointments and informing the Administration Manager
of any issues.
• Taking payments over the phone and issuing Refunds through the correct channel.
• Highlighting and resolving problems, both administrative and operational and ensuring
compliance with all Health & Safety regulations and CQC standards.
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C&M Health 2023
• Ensuring all patient complaints are recorded in the Patients Complaints log and
Administration Manager, Assistant Manager and General Manager is immediately aware.
• Preparing and sending out all pre-consultation documentation, ensuring mandatory consent
forms are provided and signed by patients prior to treatment, sending consultation zoom links.
• Other ad hoc duties including- Scanning, Filing, responding to voicemails, ensuring your
workspace is always kept clean and tidy.
• Occasionally covering the reception desk when required.
• May be required to open/close the clinic occasionally due to sickness/ annual leave.
