Patient Care Manager – Private Medical Clinic

Patient Care Manager – Private Medical Clinic

Vinci Hair Clinic | Harley Street, London

Job Type: Full-Time, Permanent Working Hours: Monday to Friday, 9:00 am – 5:00 pm Location: Harley Street, London Salary: Competitive, dependent on experience

About the Role

We are seeking a commercially driven Patient Care Manager to join our Harley Street team, combining patient care, post-operative support and relationship management with 50% of the role focused on sales, up-selling, cross-selling and achieving monthly targets. Responsibilities include promoting hair loss medications, hair care products, supplements, PRP, mesotherapy, hair transplant and scalp micropigmentation to existing and returning patients. The ideal candidate will be confident converting sales opportunities, building long-term patient relationships and driving revenue while maintaining the highest standards of patient care, professionalism and ethical practice.

About Vinci Hair Clinic

Vinci Hair Clinic is an established international hair restoration provider specialising in hair transplantation, scalp micropigmentation and non-surgical hair loss treatments.

With clinics across the UK and internationally, we are committed to delivering exceptional standards of clinical care, patient satisfaction and long-term results. This is an important position within the business, requiring a professional, compassionate, organised and commercially aware individual who can take ownership of patient relationships, drive sales performance and contribute to the continued growth and success of our clinic.

Key Responsibilities

1. Sales, Upselling & Commercial Performance

• Take responsibility for achieving agreed monthly sales targets, with sales and commercial performance representing approximately 50% of the overall role.
• Proactively identify opportunities to upsell and cross-sell relevant products and treatments to existing and returning patients.
• Promote appropriate hair loss medications, cosmetic hair care products, supplements and ongoing maintenance products.
• Discuss non-surgical medical treatments, including PRP and mesotherapy, with suitable patients, following relevant clinical guidance.
• Identify opportunities to introduce returning clients to hair transplantation and scalp micropigmentation (SMP/MSP) services where appropriate.
• Follow up on previous consultations, treatment enquiries and prospective purchases to maximise conversion rates.
• Re-engage existing patients and develop opportunities for repeat business through effective relationship management.
• Explain the benefits, suitability and costs of products and treatments clearly and professionally.
• Maintain an active pipeline of sales opportunities and consistently follow up on outstanding enquiries.
• Monitor individual sales performance against targets and work proactively to improve results.
• Record sales activity, patient interactions, follow-ups and outcomes accurately within the clinic's CRM and patient management systems.
• Contribute to revenue growth, patient retention and the clinic's overall commercial performance.

1. Patient Care & Relationship Management

• Act as a primary point of contact for patients throughout their post-treatment journey.
• Build and maintain strong, professional relationships with patients.
• Ensure all patient enquiries are handled promptly, efficiently and sensitively.
• Deliver an exceptional standard of patient service, ensuring patients feel supported and informed throughout their journey.
• Maintain regular communication with patients to strengthen trust, satisfaction and long-term engagement.
• Identify opportunities to improve the patient experience while supporting appropriate patient retention and commercial objectives.3. Post-Operative Care & Follow-Up
• Coordinate and manage post-operative follow-up appointments, including scheduled reviews.
• Work closely with surgeons, nurses and the wider clinical team to ensure continuity of care.
• Maintain accurate and comprehensive patient records, including clinical photographs and follow-up documentation.
• Identify patients requiring further clinical assessment and arrange appropriate appointments.
• Monitor patient satisfaction and support long-term treatment outcomes.
• Ensure patients receive appropriate aftercare information and know how to access clinical support when required.4. Patient Complaints & Service Recovery
• Act as the first point of contact for patient concerns and initial complaints.
• Handle challenging or sensitive situations with professionalism, discretion and empathy.
• Investigate concerns, liaise with relevant departments and work towards appropriate resolutions.
• Escalate matters where necessary in accordance with company procedures.
• Ensure all communications and actions are accurately documented.
• Identify recurring issues and contribute to improvements in patient service and satisfaction.5. Patient Retention & Relationship Development
• Build lasting relationships that encourage patient loyalty and confidence in our services.
• Support patient retention initiatives and the re-engagement of existing patients.
• Identify appropriate opportunities for ongoing care, repeat purchases and additional treatments.
• Maintain regular follow-up communications to encourage continued engagement with the clinic.
• Encourage positive patient feedback, reviews and referrals in accordance with clinic policies.
• Balance patient satisfaction with commercial objectives to support sustainable business growth.6. Administration & Operational Support
• Maintain accurate records within patient management and CRM systems.
• Coordinate appointments and communications with the medical and administrative teams.
• Work closely with the Operations Director to support service improvement and clinic standards.
• Ensure confidentiality and compliance with GDPR and relevant healthcare policies.
• Take ownership of daily responsibilities, ensuring outstanding matters are followed through to completion.
• Maintain accurate records of sales performance, patient follow-ups and commercial activity.
• Support the development and implementation of initiatives designed to improve operational efficiency, patient satisfaction and revenue generation.Essential Skills & Experience
• Previous experience in patient care, private healthcare, medical administration, customer relations, sales or a similar service-focused role.
• Proven experience in sales, upselling, cross-selling or business development, preferably in private healthcare, aesthetics, cosmetics, beauty or a related industry.
• Experience working towards and achieving monthly sales targets.
• Confidence discussing products and treatments, identifying commercial opportunities and converting enquiries into sales.
• Excellent written and verbal communication skills.
• A confident, professional and approachable manner.
• Strong relationship-building and interpersonal skills.
• Strong organisational skills and the ability to manage competing priorities.
• Experience handling complaints and resolving sensitive customer concerns.
• Excellent attention to detail and accurate record-keeping.
• Confidence using CRM systems, Microsoft Office and digital platforms.
• Ability to work independently, demonstrate initiative and take responsibility for outcomes.
• A proactive, commercially minded approach with a strong focus on results and follow-through.
• A commitment to patient confidentiality, ethical sales practices and professional standards.Desirable Experience

Previous experience in one or more of the following would be advantageous:

• Private healthcare or specialist medical clinics.
• Cosmetic surgery or aesthetic medicine.
• Hair transplantation or hair restoration services.
• Sales of hair loss medications, cosmetic hair care products or supplements.
• PRP, mesotherapy or other non-surgical hair restoration treatments.
• Scalp micropigmentation (SMP/MSP).
• Patient aftercare and clinical follow-up.
• Patient relationship management, retention and re-engagement.
• CRM-based sales pipelines, lead management and conversion.
• Working in a target-driven commercial environment.The Person We Are Looking For

We are looking for a proactive, commercially minded individual who combines excellent interpersonal skills and a genuine commitment to patient care with the ability to achieve sales targets. The ideal candidate will confidently manage patient relationships, identify sales opportunities, resolve concerns professionally and take ownership of responsibilities, understanding the importance of balancing outstanding patient care with long-term relationships and the clinic’s commercial success.

What We Offer

The opportunity to work in a prestigious Harley Street medical setting.

A full-time, Monday-to-Friday position with consistent working hours.

A professional and supportive clinical environment.

The opportunity to work alongside experienced medical practitioners.

The chance to contribute to the continued growth of an established international healthcare brand.

A varied role combining patient relationship management, healthcare services and commercial sales.

The opportunity to make a measurable contribution to patient retention and clinic revenue growth.

How to Apply

If you are an experienced, dedicated and commercially minded individual who combines excellent patient care with a proven ability to drive sales and achieve targets, we would welcome your application.

Please submit your CV together with a brief covering statement outlining your relevant experience, sales achievements and suitability for the position.

Vinci Hair Clinic is committed to equal opportunities and welcomes applications from suitably qualified candidates.

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Work Location: In person