Patient Booking Specialist

Our UK-based client operates within the healthcare sector, supporting clinics by managing patient enquiries, bookings and follow-ups. The business focuses on delivering a professional, calm and patient-first booking experience while ensuring clinic diaries are kept full and organised.

They are now looking for a Patient Booking Specialist to handle warm patient enquiries, run discovery-style calls, and convert genuine interest into confirmed bookings. This is not a cold-calling role — all leads are inbound or existing patients. The role requires someone who is confident on the phone, highly organised, and comfortable working to clear processes and targets.

This is a remote position open to those living anywhere in South Africa.

Duties & Responsibilities

• Call warm leads and existing patients daily to book appointments and guide them through next steps.
• Run discovery-style calls to understand patient needs, goals and concerns, and recommend appropriate treatments.
• Secure deposits where required and confirm bookings directly into clinic calendars.
• Follow up missed appointments and inactive patients (6+ months) to encourage rebooking.
• Provide clear, honest information about treatment options and pricing.
• Maintain a calm, professional and reassuring tone on every interaction.
• Escalate anything sensitive, unclear or unusual rather than guessing.

CRM & Admin Accuracy

• Log all calls, messages and outcomes clearly in the CRM.
• Keep lead stages, notes and next steps up to date daily.
• Provide concise patient notes so clinics are fully prepared for consultations.

Clinic Coordination & Teamwork

• Work closely with clinics to manage diaries, confirmations and booking rules.
• Resolve booking issues quickly and communicate clearly.
• Share updates, flag issues early and contribute ideas to improve booking and follow-up processes.

Skills, Experience & Requirements

• 3+ years’ experience in a phone-based role such as sales, appointment setting or customer service.
• Confident handling high call volumes and managing objections calmly.
• Experience booking appointments and following up to secure attendance.
• Comfortable using CRMs, booking systems and cloud-based tools.
• Strong spoken and written English with a warm, patient-focused communication style.

Nice to have:

Previous healthcare or dental exposure, or any sales or customer service training.

Load Shedding

Applicants must be able to maintain reliable internet and power during UK office hours.

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