Job Description: Patient Experience Administrator (Calls) Location: Duality Healthcare, Northern Ireland Reports to: Regional Operations Manager Role Purpose At Duality Healthcare, we believe healthcare should feel personal, accessible, and centred on people, not processes. We provide a personalised, professional, and welcoming environment for our patients, ensuring their journey with us is seamless from first contact to ongoing care. We are seeking a highly organised and empathetic Administrator / Call Handler to join our front-line Patient Liaison Team. Our Patient Liaison Coordinators are the cornerstone of the delivery of excellent patient/customer care. You will be the first point of contact for patients, handling a high volume of inbound and outbound calls with professionalism and care. This role requires excellent communication skills, attention to detail, and the ability to deliver outstanding customer service while managing a range of administrative tasks. Key Responsibilities Patient Calls & Front-of-House Act as the first point of contact for patients via phone and email, providing a warm, professional, and supportive service at all times. Manage inbound and outbound calls, including appointment bookings, rescheduling, membership enquiries, treatment information, payments and follow-up calls. Support patients with queries relating to tests, bloods, and treatment pathways, escalating to clinicians where appropriate. Manage membership patients, ensuring their needs are met and they receive a premium level of service. Identify potential new members and pass them on to the membership coordinator for a scheduled follow-up call. Promptly and accurately input and update patient information in practice systems, creating workflows and tasks as required. Handle basic complaint resolution with empathy and professionalism, escalating when necessary. Work closely with clinical and administrative colleagues to ensure smooth patient flow and continuity of care. Maintain strict confidentiality and adhere to GDPR and data protection guidelines. Contribute to the overall efficiency, smooth running, and patient experience of the practice. Provide cover for the Front Desk reception as required on an ad hoc basis. Attend daily Huddle either face to face or virtuality dependent on location. Person Specification Essential/Desirable Skills & Experience Previous experience in healthcare, front of house or a hospitality based, customer service call-handling role is highly desirable. Outstanding communication and interpersonal skills, with a genuine passion for patient care. Ability to remain calm, empathetic, and professional in challenging situations. Strong organisational skills with excellent attention to detail. Confident using MS Office computer systems and booking software. Problem-solving skills and ability to manage patient expectations effectively. A team player with flexibility and a proactive approach. Other Information - Hours: Current hours for period of the trial Salary: Competitive salary based on experience Contract: Permanent Benefits: Pension scheme, training opportunities, supportive team culture, being part of a growing patient- focused private Healthcare Group. Duties as outlined are descriptive, not exhaustive and may be changed or added to over time. Why join us? At Duality Healthcare, we do things differently. We pride ourselves on offering care that feels personal and patient-focused, in a clinic where people feel valued patients and staff alike. If youre organised, approachable, and enjoy helping others, youll fit right in.