Patient Experience Supervisor

Bupa Insurance Limited; City of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading health insurer in London is seeking a Patient Experience Supervisor to oversee front-of-house operations at their outpatient clinic. The role involves leading a team to ensure high-quality patient experiences and coordinating closely with clinical staff. Ideal candidates should have experience in healthcare settings, exceptional communication skills, and the ability to handle complaints effectively. This position offers a full-time contract with competitive benefits.

Benefits

20 days annual leave

24/7 Employee Assistance Programme

Statutory pension scheme

Qualifications

• Proven experience supervising admin teams.
• Strong understanding of customer care.
• Excellent interpersonal skills.
• Confident in handling complaints.

Responsibilities

• Supervise daily operations of reception and patient administration.
• Lead the front-of-house team.
• Coordinate with clinical and administrative staff.
• Oversee billing and patient account processes.

Skills

Supervising front-of-house teams

Patient-facing services

Communication skills

Complaint handling

Staff training and coaching

IT proficiency (Word, Excel, Outlook)

Job description

Patient Experience Supervisor

Based Onsite London Medical (Part of Bupa), W1U 5HJ

Salary: From £34,000 pa (dependent on experience)

Permanent, Full time

37.5 hours between Mon-Sun 8am-8pm

We make health happen.

London Medical is a specialist outpatient clinic located in London's renowned medical district Harley Street and is now a part of Bupa Health Services. Our diabetes and specialist services offer customers fast access to diagnosis, treatment, and support when they need it, as well as onward pathways to high quality care at Bupa's Cromwell Hospital.

This is a fantastic opportunity for an experienced and passionate front-of-house leader to step into a pivotal role at London Medical. As we continue to grow and evolve, we're looking for someone who thrives in a fast-paced environment, takes pride in delivering exceptional patient experiences, and is ready to lead a team that truly makes a difference every day.

What you'll do

As a Patient Experience Supervisor, you'll play a key role in ensuring every patient and visitor receives a seamless, welcoming, and high-quality experience. You'll lead the front-of-house team, supporting both the day-to-day operations and the development of a culture of service excellence. You'll also work closely with clinical and administrative colleagues to ensure smooth coordination across the patient journey.

This role requires flexibility with shift patterns in order to meet the clinic demands. Our hours of operation are Monday–Sunday, 8am–8pm.

You'll help us make health happen by:

• Supervising daily reception and patient administration operations
• Acting as the first point of contact for front-of-house queries from staff and consultants
• Ensuring a warm, professional, and efficient welcome for all patients and visitors
• Coordinating with consultants, secretaries, and referrers to manage appointments and communications
• Overseeing billing, deposits, and patient account processes in line with policy
• Supporting the implementation of new systems and process improvements
• Handling complaints and feedback professionally, escalating where appropriate
• Leading and developing the reception team through regular 1:1s, training, and appraisals
• Promoting a culture of accountability, empathy, and service excellence
• Ensuring compliance with CQC, Bupa, and Health & Safety standards

Key Skills / Qualifications

Essential:

• Proven experience supervising or leading front-of-house or outpatient admin teams
• Strong understanding of patient-facing services and customer care
• Excellent communication and interpersonal skills
• Confident handling complaints and sensitive situations
• Ability to train, coach, and motivate staff
• IT proficiency (Word, Excel, Outlook)

Desirable:

• Experience in a hospital, diagnostics, or outpatient clinic
• Awareness of governance, Datix, and CQC standards

Benefits

Joining London Medical in this role you will receive the following benefits and more:

• 20 days annual leave plus bank holidays & increasing with service.
• Access to a 24/7 Employee Assistance Programme.
• Statutory pension scheme

Why Bupa?

We\'re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That\'s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.