Private Patient Services Lead

Private Patient Services Lead

The private patient service lead is an integral part of the hospital business development team. This exciting new role is based from our ward winning London Hospital, on a full time, permanent basis.

Schoen Clinic Orthopaedic & Spinal Hospital London - The LaingBuisson Hospital of the Year 2019.


Job Summary

The private patient service lead is an integral part of the hospital business development team. The private patient service team is responsible for managing all incoming enquiries into the hospital and ensuring that they are handled appropriately. It is essential that the team, led by the private patient sales manager, develops key relationships within the hospital, in particular with consultants and the operations team.

Key Accountabilities

Team Management

  • Responsible for the private patient service team
  • Work with the business development manager to set team targets and KPIs
  • Produce monthly and quarterly sales reports
  • Conduct formal and informal meetings with the team, including individual annual appraisals and team meetings
  • Responsible for team HR administration

Sales and Customer Service

  • Take overall responsibility for the prospective enquiries from patients by building customer relationships and using consultative sales skills for self-funding patients
  • Strategic account management of PMI relationships to drive further orthopaedic and spine activity into the hospital
  • Meet team and individual targets for enquiry handling, conversion to appointments and revenue
  • Undertake regular competitor analysis to support service and pricing development
  • Identify new business opportunities and work with the Business Development Manager and Director of Operations to deliver new initiatives
  • Work with consultants and director of operations to create bespoke proposals for self-pay patients
  • Work with the analyst to ensure all enquiry and booking data is captured correctly and identify process enhancements to improve data quality
  • Support VIP service development in conjunction with director of operations
  • Liaise with patient services teams and consultants to ensure patient pathways deliver an exceptional customer service for all patients

Booking Administration

  • Ensure team successfully handle all incoming enquiries and take overall accountability for booking administration

Supplementary Information

  • ​The role will be based full time on site.


Equality & Diversity

Schoen Clinic is an Equal Opportunity Employer. Its policy is to treat everyone in the same

way regardless of their race, religion, marital status, physical/mental disability, gender, sexual orientation, and age, responsibilities for dependents, trade union membership or offending background. The Company values the diversity of its work force as a strength and aims to provide a working environment in which people have the opportunity to contribute and develop according to their individual merits and aspirations.


Our Values


We strive to give every single patient the highest quality of care, always remembering the trust

they put in us, and treating people with compassion, dignity and respect.



Providing the best possible care for our patients, and best workplace conditions for our colleagues and partners.



Working together as one team in partnership with our patients, sharing our individual knowledge and learning.



Working in a way that encourages us to constantly improve and innovate.



Seeing things through to meet and exceed expectations

Schoen Clinic Orthopaedic & Spinal Hospital London - The LaingBuisson Hospital of the Year 2019.

Full time, Permanent


Closing Date
12th February 2022


  • Consultative sales skills
  • People management
  • Services pathway design
  • Deep understanding of the private hospital sector 
  • Experience of working in a target driven role
  • Experience in customer facing roles, in a fast-paced environment
  • Strong customer experience
  • Complaints resolution experience
  • At least 1 year’s experience working in a similar role
  • Professional personal presentation
  • Effective written communication skills
  • Ability to deal with multiple stakeholders, both internal and external
  • Ability to adapt effectively to changing business needs
  • A positive, inspiring leadership approach
  • Business Degree (desirable)
  • Experience of leading small teams


  • Competitive salary with an annual salary review
  • 25 days holiday + 8 bank holidays
  • Professional development opportunities
  • Contributory pension scheme
  • Enhanced Private Medical Insurance with BUPA including access to a private GP service, free screening & the inclusion of pre-existing conditions.
  • Eye care scheme with Specsavers
  • Online benefits portal with high street and online shopping discounts
  • Cycle to work scheme
  • Group Life Assurance
  • Enhanced maternity & paternity pay
  • Paid emergency leave
  • Occupational Sick Pay above SSP
  • Interest free season ticket loans
  • Employee Assistance Programme with wellbeing support