About Us
Ben Cohen Osteopathy is a well-established, patient-centred group of osteopathy and allied health clinics dedicated to providing the highest standard of care. Our skilled team of practitioners work together to help patients move and feel better, delivering exceptional treatment across our four locations: Epping, Loughton, South Woodford, and Chigwell.
Job Title: Patient Care Coordinator (PCC)
This is a front of house, patient-facing position based at the Epping clinic. You will act as the first point of contact for patients, ensuring a warm welcome both in person and over the phone, and providing a smooth, professional experience from start to finish. You will manage diaries across all four clinics, process invoices, handle patient communications, and support the overall efficiency and reputation of the practice.
Reporting Line
Reports to: Clinic Director (Ben Cohen)
Hours of Work
This is a split-shift position with two roles available:
Morning Shift: 08:00 – 14:00 (Monday–Friday)
Afternoon Shift: 14:00 – 20:00 (Monday–Friday)
Each shift covers 30 hours per week. There is no weekend work.
You may be required to cover the other PCC's shift in the event of sickness, holiday, or other absence. Any additional hours must be pre-authorised in writing and will be paid at your standard hourly rate.
Location
Physically based at the Epping clinic
Responsible for front of house, diary management, patient communication, and administrative support for Loughton, South Woodford, Chigwell, and Epping clinics
Key Duties & Responsibilities
Front of House Duties
Greet patients warmly on arrival and check them in
Maintain a clean, safe, and welcoming reception area
Inform practitioners promptly when patients arrive
Support patients with queries while in clinic (parking, directions, appointment info)
Ensure the clinic reflects our high standards of cleanliness and professionalism
Patient Communication & Bookings
Answer all incoming calls promptly and professionally
Respond to patient emails and online enquiries in a timely manner
Book, reschedule, and cancel appointments across all clinics
Provide excellent first impressions and a smooth patient journey
Diary & Clinic Coordination
Manage clinician diaries to maximise utilisation and minimise gaps
Adjust diaries for sickness or schedule changes
Maintain waitlists and fill available slots where possible
Financial Administration
Send patient invoices as requested by osteopaths (same-day where possible)
Submit insurer claims via Healthcode and record confirmation references
Chase any rejections or unpaid insurer invoices
Run weekly practitioner payout reports (Friday PM / Monday AM)
Operational Support
Arrange contractors for clinic maintenance and repairs, confirming completion
Monitor stock levels for consumables and place orders when needed
Assist with advertising and marketing activities as directed
Patient Relations & Complaints
Ensure a high level of patient satisfaction through excellent communication
Handle patient feedback and complaints professionally
Escalate complex issues to the Clinic Director where necessary
Provide clear handover notes between morning and afternoon shifts
Miscellaneous
Complete other administrative tasks to support smooth daily operations
Maintain confidentiality and adhere to data protection policies
Skills, Attributes & Experience Required
Excellent telephone manner and written communication skills
Friendly, approachable, and confident interacting with patients face-to-face
Professional appearance and commitment to maintaining a welcoming environment
Highly organised, with the ability to manage multiple tasks
Empathetic demeanour and focus on delivering excellent patient experience
• Proficient in IT systems, ideally with experience in Cliniko or similar
Strong attention to detail and accuracy, especially when processing payments and invoices
Ability to work independently and use initiative
Experience in healthcare administration or reception is desirable but not essential
Remuneration & Benefits
Salary: £21,840 per year (pro-rata for 30 hours/week)
Statutory holiday allowance (pro-rata)
Workplace pension eligibility after qualifying period (employer contributions paid in addition to salary)
Supportive, professional team environment
Additional Terms
Probationary period: 3 months (extendable at management discretion)
Confidentiality: You must maintain patient confidentiality and adhere to GDPR at all times
Flexibility: You may be asked to swap shifts or work additional hours occasionally to ensure full cover for the clinics. Any additional hours must be authorised in writing by the Clinic Director or authorised manager and will be compensated at your normal hourly rate.
Assessment Week: Shortlisted candidates will be invited to complete a one-week paid in-clinic assessment as part of the recruitment process. This assessment does not constitute employment and does not guarantee a job offer. A one-off payment will be made for attending the assessment, separate from payroll.
Application Process
Please send your CV to and specify whether you are applying for the morning (08:00–14:00) or afternoon (14:00–20:00) shift.
Job Type: Part-time
Pay: £21,840.00 per year
Benefits:
* Company events
* Employee discount
Experience:
* Front of House Receptionist & Administrative: 3 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person