Job Overview:

The Clinical Support & Referrals Coordinator is the frontline of a premium private medical practice. You will manage direct communication between the doctor and patients, protect clinician time, deliver an exceptional patient experience, and keep operations CQC-ready through reliable administration, tracking, and follow-through.

This is not a task-list admin role. We are looking for someone who thinks on their feet, works independently after training, and treats the practice as their own: anticipating needs, closing loops without being chased, and using quiet periods to develop the practice.

Schedule:

• Monday to Friday, 9:00 am to 1:00 pm (UK Time, 20 hours per week, 4 hours per day)
• One-month paid training and trial period
• For the right person, extension to full-time (8 hours per day) after the first month

Responsibilities: 1) Patient Concierge & Communications

• Act as the primary point of contact between the doctor and patients (email, WhatsApp, phone)
• Answer inbound messages promptly and warmly, adapting formal language to each patient's communication style
• Develop a working understanding of each patient's background and condition so communication is informed, not generic
• Book and reschedule appointments and coordinate the clinician diary
• Send preparation instructions, confirmations, and follow-ups
• Escalate clinical issues safely and promptly within scope

2) Care Coordination, Referrals & Specialist Network

• Organise appointments, scans, and blood tests
• Liaise with specialists locally in London and internationally
• Scope, contact, and build trusted relationships with specialists and hospitals worldwide on behalf of the practice
• Track referrals and imaging end-to-end; chase missing reports without being prompted
• Maintain an accurate, always-current referral tracker

3) Administration, Documentation & CQC-Ready Operations

• Maintain logs and trackers: audits, incidents, complaints, feedback, SOPs, and training records
• Keep patient records organised within the EMR (iMedDoc)
• Maintain and update standard templates (messages, letters, instructions, invoices)
• Audit your own processes: nothing falls through the cracks

4) Invoicing & Payments Support

• Send invoices and track outstanding balances
• Follow up on payments professionally and politely
• Maintain a simple dashboard of paid/unpaid accounts and monthly totals

5) Practice Development & Relationship Management

• Use downtime productively: outreach to potential referrers and partner providers, improving templates and SOPs, tightening trackers
• Provide basic social media support (schedule posts, simple updates)
• Liaise professionally with partner clinics and service providers

How You’ll Work (Read this Carefully):

• Independent after training. Following the one-month training period, you will be expected to run your areas with minimal supervision. This role is not suited to someone who needs step-by-step guidance for routine tasks.
• Closed loops. Every task you own is followed up to completion without reminders. If a report hasn't arrived, you have already chased it.
• Same-day responsiveness. Patient messages received during working hours are acknowledged the same session.
• Weekly summary. A short end-of-week note covering what was completed, what is outstanding, and what you did with any downtime.
• Solutions, not questions. When you raise a problem, you bring a proposed answer with it.

Requirements (Non-Negotiable):

• Exceptional spoken and written English
• Proven healthcare administration experience (private clinic, GP, specialist, dental, allied health) — mandatory
• Comfortable reading and working with medical terminology
• Strong understanding of confidentiality and sensitive medical data handling; willingness to sign a UK GDPR-compliant confidentiality agreement
• Patient-first communication style: warm, calm, high emotional intelligence, discreet
• Confidence and initiative: able to make sensible decisions independently and think on your feet
• Strong writing ability (patient messages, referral requests, summaries, SOP-style notes)
• Strong systems competence and ability to learn new software quickly
• Reliable home office setup: excellent high-speed internet, backup internet and power, and a quiet private workspace suitable for patient calls
• Reliable, punctual, responsive, and consistent with strong follow-through

Qualifications (Highly-Desirable):

• Experience with EMR systems (iMedDoc preferred)
• Experience in private practice or concierge medicine
• Experience coordinating with hospitals or specialists internationally
• Experience with invoicing, payment follow-ups, and basic bookkeeping
• Experience with task management tools such as Notion, Asana, Trello, or Monday

Tools You’ll Use:

• EMR: Semble (or willingness to learn quickly)
• Task Management: Notion (or alternative platform)
• Email & Calendar: Google Workspace / Outlook
• Messaging: WhatsApp Business
• Documents: Google Docs / Microsoft Office
• Design: Canva (basic usage)

Security & Confidentiality:

• Signed confidentiality agreement (UK GDPR standard) before accessing any patient data
• Two-factor authentication on all practice accounts
• No patient data stored on personal devices or local drives
• References from previous healthcare employers will be checked

Application Process:

• Application with CV and a short written cover note (this is itself a writing test)
• Trial task: a short scenario exercise covering a patient message, a referral chase, and a downtime proposal
• Video interview
• One-month paid trial, converting to full-time for the right candidate

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Note:

• Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.