Patient Experience Advisor

FRONT OF HOUSE DUALITY HEALTHCARE

Patient Experience

Advisor

Be the warm welcome behind every great patient experience.

JOB TITLE Patient Experience Advisor (Front of House)

LOCATION Belfast City Centre & Holywood

JOB TYPE Full-time and 22.5-hour positions available (flexibility from 9am9pm MondayFriday and 9am1pm Saturday)

REPORTS TO Regional Operations Manager

Come Join Our Front of House Team

First impressions matter, and at Duality Healthcare they start with you. As a Patient Experience Advisor on our front of house team, youll be the warm, welcoming face patients meet the moment they walk through our doors, and often the friendly voice they speak to before they ever arrive. Whether in person or on the phone, youll be a big part of the reason patients feel genuinely looked after.

Were proud to be part of Great Place To Work, and our patients rate us 4.91 out of 5 on Doctify. That doesnt happen by accident. It comes from a team that gets the basics right every single time: diligent, detail-focused, committed to high standards, and great company to work alongside.

If you take pride in doing things properly, love being around people and want to be part of a growing team that does healthcare differently, wed love to hear from you.

The Basics, Done Brilliantly

Outstanding patient experience is built on getting the fundamentals right. Every day, we look for:

• Diligence Checking the detail, following through on every task and never leaving a loose end for a patient or colleague.
• High standards An immaculate reception and waiting area, professional presentation and service that is consistently excellent.
• Accuracy Patient records, bookings and payments that are right first time, every time.
• Reliability Arriving on time, prepared and ready to welcome the first patient of the day.
• Discretion Treating every patients information with the care and discretion it deserves.

Key Responsibilities Front of House

• Welcome every patient in person with a warm, professional greeting, putting them at ease from the moment they arrive.
• Manage patient check-in and check-out, confirming details and any required forms, and helping keep clinics running to time.
• Keep the reception and waiting areas clean, tidy and welcoming, completing daily opening and closing checks to the standard expected.
• Keep clinicians informed of arrivals and any delays, supporting smooth patient flow throughout the day.
• Take payments and process memberships accurately, following cash-handling and end-of-day reconciliation procedures.
• Be a friendly, knowledgeable voice on the phone, taking the time to understand what each caller needs, whether thats booking, rescheduling or confirming an appointment, or answering a question about our services.
• Answer patient queries in person, by phone and by email about tests, bloods and treatment pathways, escalating to clinicians where appropriate.
• Deliver a premium experience for our membership patients, and identify potential new members to pass on to the membership coordinator for a scheduled follow-up call.
• Promptly and accurately update patient information in practice systems, creating workflows and tasks as required, including managing the virtual waiting room.
• Handle concerns and basic complaints calmly and with empathy, escalating when necessary.
• Maintain strict confidentiality at the desk and beyond, adhering to GDPR and data protection guidelines.
• Make follow-up and courtesy calls to patients, from appointment reminders and results follow-ups to checking in after treatment, so every patient feels remembered, not processed.
• Attend the daily Huddle, either face to face or virtually, depending on location.
• Take part in regular training to stay up to date with systems and processes, and help support and train new team members.

Duties as outlined are descriptive, not exhaustive and may be changed or added to over time.

What Youll Bring

• Previous experience in a front of house, reception, healthcare, hospitality or patient-facing telephone role is highly desirable.
• A warm, polished and professional manner, with a genuine passion for looking after people.
• A diligent approach and excellent attention to detail you notice the small things and get them right.
• High personal standards in presentation, punctuality and the quality of your work.
• The ability to stay calm, organised and friendly when reception is at its busiest.
• A warm, clear and confident telephone manner, alongside excellent face-to-face communication skills.
• Confidence using MS Office and booking software.
• A team player who is flexible, proactive and happy to help wherever needed.

Further Information

• Hours:Full-time and part-time (22.5 hour) positions available
• Salary:£12.82 per hour, rising to £13.13 after probation
• Clinic opening hours:9am9pm MondayFriday; 9am1pm Saturday
• Benefits:
  • Duality Healthcare free annual membership
  • Private medical insurance
  • Mental health support
  • Pension scheme
  • Recognition and reward through our WOW awards
  • Training opportunities
  • Generous annual leave entitlement
  • A supportive, friendly team culture
  • Being part of a growing, patient-focused private healthcare group

Why Join Us?

At Duality Healthcare, we do things differently. We offer care that feels personal and patient-focused, in clinics where people feel valued patients and staff alike. Being part of Great Place To Work and holding a Doctify rating of 4.91 out of 5 reflects the pride, care and teamwork our people bring every day.

Youll join a supportive team where high standards are shared, great work is recognised and youll have the training and backing to grow with us. If youre organised, approachable and take pride in doing things properly, youll fit right in. Come and join us.

Application Process

Convictions/Offences

An AccessNI Enhanced Disclosure Check will be required for this position.

Duality Healthcare Northern Ireland Ltd adheres to the AccessNI Code of Practice, a copy of which can be made available upon request, or use this link to the Code of Practice.

Under the Rehabilitation of Offenders (Exceptions) Order Northern Ireland 1979, Duality Healthcare NI Ltd, as a provider of healthcare, is included in the list of excepted employers. As such, all criminal convictions may never be regarded as spent and must be disclosed when applying for a post in Duality Healthcare Ltd.

Please note, having a criminal conviction does not necessarily exclude you from employment.

Duality Healthcare NI Ltd recruits according to our Recruitment of Ex-Offenders Policy and Storage & Handling Policy, copies of which can be made available upon request. To request a copy, email .

To apply : candidates should email their CV and a cover letter, clearly stating how they meet the selection criteria, to before 5.00 pm on Monday 16th November 2026.

Interviews will be held during the week beginning Monday 23rd November 2026.

WHJS1_NI

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