Patient Experience and Marketing Assistant Full Time NEW

My- IClinic is a modern, fast-growing ophthalmic clinic based in the heart of North London, focused on delivering outstanding, patient-first eye care. Family-owned and co-founded by consultant ophthalmic surgeons Mr John Bolger and Mrs Bola Odufuwa Bolger, the clinic is built on decades of clinical expertise and international recognition in advanced eye surgery and education.

Mr Bolger brings over 30 years of experience in ophthalmology and is a pioneer of micro-incision cataract surgery in the UK, while Mrs Bolger is an internationally acclaimed lecturer and respected leader in the field of ophthalmic surgery. Together, they have created a practice that blends world-class clinical standards with a genuinely supportive and collaborative team culture.

At My- IClinic, innovation, learning, and continuous improvement are part of everyday working life. The clinic embraces modern, efficient ways of working and invests in developing its people, making it an ideal environment for those starting their careers in healthcare. This is a place where you can build real skills, be part of a high-performing team, and contribute directly to improving patients’ lives through exceptional eye care.

The Opportunity

We are seeking a highly organised, creative, and patient-focused Patient Experience and Marketing Assitant to join our dynamic team.

This dual role is central to both the patient journey experience and the clinic’s marketing presence. You will be responsible for delivering a seamless, supportive patient pathway from initial enquiry through to post-treatment care, while also supporting marketing activity that attracts, engages, converts new patients and retains existing patients.

Working closely with clinical, surgical, and management teams, you will combine strong communication skills, emotional intelligence, and creativity to enhance both patient experience and brand visibility.

Key Responsibilities

Patient Journey & Coordination

Oversee the full patient journey from initial enquiry through to post-treatment follow-up, ensuring a smooth, consistent, and supportive experience.

Act as the key point of contact for patients, providing reassurance, guidance, and timely communication throughout their pathway.

Coordinate with surgeons, nurses, and clinical teams to align schedules, pre-operative requirements, and post-operative care plans.

Ensure patients clearly understand all pre-operative instructions and aftercare guidance.

Arrange and manage all follow-up appointments, review consultations, and post-operative checks.

Maintain accurate, GDPR-compliant patient records and pathway tracking.

Patient Engagement & Conversion Support

Engage with prospective and existing patients via phone, email, and digital channels to understand their needs and provide tailored support.

Follow up enquiries in a professional, empathetic, and patient-focused manner to support decision-making.

Support conversion of consultations into confirmed bookings through service-led communication.

Reconnect with previous enquiries where appropriate to maximise patient opportunities in a non-pressure, supportive way.

Marketing & Content Support

· Support the creation and coordination of social media content across various platforms as directed by the Marketing Executive.

· Assist in capturing patient stories, testimonials, and reviews (where consent is given).

· Help schedule and publish engaging content aligned with clinic campaigns and brand tone.

· Support marketing initiatives that drive patient enquiries and enhance brand awareness.

· Monitor engagement across social channels and assist in responding to messages and comments.

· Contribute ideas to improve digital presence, patient engagement, and campaign performance.

· Support with the planning, and execution of internal and external events.

Administrative & Operational Excellence

· Manage appointment scheduling efficiently, maximising diary utilisation and reducing cancellations.

· Oversee financial transactions, ensuring accurate and seamless processing of payments and invoices.

· Handle all communication channels including phone, email, and WhatsApp with professionalism and speed.

· Maintain reception presentation and ensure a consistently welcoming patient environment.

· Monitor stock levels for front-of-house supplies and support day-to-day clinic operations.

Patient Experience & Brand Reputation

· Deliver an exceptional, empathetic, and patient-centred experience at every stage of the journey.

· Ensure all patient touchpoints reflect the clinic’s values of professionalism, care, and excellence.

· Handle enquiries and concerns with discretion, empathy, and professionalism.

· Encourage patient reviews and testimonials to strengthen the clinic’s online reputation.

· Collect and share patient feedback to support continuous improvement.

Clinic Operations

• Support the efficient running of clinics and patient flow.
• Assist with appointment preparation and clinic coordination.
• Maintain accurate clinical documentation and electronic records.
• Support senior staff with operational and administrative processes
• Contribute to a clean, organised, and professional clinic environment.
• Support reporting on conversion rates, patient flow, and pathway efficiency.
• Collect, analyse, and escalate patient feedback to improve the overall pathway experience.
• Identify bottlenecks or inefficiencies in the patient journey and suggest improvements.
• Contribute to continuous service development and patient experience enhancements.

Governance & Compliance

• Adhere to regulatory, clinical governance, and data protection requirements.
• Follow policies, procedures, and best practice guidelines.
• Participate in audits, quality improvement initiatives, and training.
• Report incidents, risks, or concerns in line with governance processes.
• Maintain mandatory training and professional competencies.

About You

Essential

Confident, friendly, and emotionally intelligent communicator

Highly organised with strong multitasking and diary management skills

Creative mindset with an interest in marketing and social media

Proactive, solution-focused, and comfortable working in a fast-paced environment

Background in customer service (marketing, healthcare, or sales experience desirable)

Passion for delivering an outstanding patient experience and building a strong brand presence

Team player with a flexible, adaptable mindset

Confident using IT systems and electronic records

Commitment to confidentiality and safe practice

Commitment to personal development

Ability to remain calm, professional, and empathetic in a fast-paced environment

Passion for delivering an exceptional patient experience from start to finish

Desirable

Experience in a results driven sales role, achieving or exceeding individual KPIs and targets

Experience with Pabau CRM, Medisight or Open Eyes ERM

Promotional and Educational Event planning and co ordination

What we offer

Private Medical Insurance post probation

Monday to Friday shift schedule

Rota shifts to support work life balance, time in lieu for additional hours worked

Pension Scheme through Nest

Social Events – Company Fun Friday’s, regular company events

Wellbeing- Organic weekly fruit, discounted treatments post probation

28 days annual leave, inclusive of bank holiday

Free On-Site Parking

Pay: From £27,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Private medical insurance
• Transport links

Work Location: In person