Job Description

About Secret Aesthetics

Secret Aesthetics is a multi-award-winning luxury medispa located within Harvey Nichols, Birmingham. Renowned for its doctor-led, restorative approach to aesthetics and skin health, we pride ourselves on offering a five-star patient experience that blends medical precision with luxury service.

We are expanding our patient-care team and seeking a dynamic

Patient Coordinator / Clinic Coordinator

to support our growing clinic and elevate the patient journey from consultation to aftercare.

The Role

This is a pivotal role at the heart of our clinic - ensuring every patient receives a seamless, personalised, and exceptional experience. You will work closely with our front-of-house and clinical teams to ensure every patient enjoys a seamless, five-star journey from first enquiry through to treatment and aftercare.

Your day will involve:

Coordinating the patient journey between therapists and doctors to ensure smooth timekeeping and five-star service. Reviewing daily clinic lists and identifying new or returning patients who require full treatment plans. Supporting doctors in optimising consultations - ensuring every patient receives a holistic plan, not just single-treatment bookings. Using insight and initiative to spot upsell and cross-sell opportunities ethically, based on patient goals and clinic data. Following up with patients after consultations to close treatment plans and maintain long-term relationships. Performing skin scans and providing aftercare information with confidence and professionalism. Keeping internal communications tight and ensuring the diary runs efficiently. Tracking data and reporting opportunities for business growth and patient retention. Ensure daily clinic operations run efficiently, including managing patient flow, room readiness, and coordination with clinicians. Manage inbound enquiries (phone, email, social media, or walk-ins), ensuring prompt, informative, and brand-aligned responses. Maintain accurate patient records and treatment plans in compliance with GDPR and CQC standards. Assist with stock checks, ordering of consumables, and coordination with suppliers where necessary. Contribute to marketing or events initiatives (e.g. open days, VIP launches, or patient engagement campaigns). Ensure all patient interactions, records, and treatment coordination adhere to confidentiality, medical governance, and safety standards. Proactively follow up on new leads and enquiries to convert them into consultations and treatment bookings, ensuring every interaction reflects the clinic's luxury service standards. You are proactive, polished, and empathetic -- able to anticipate both patient and practitioner needs. You excel under pressure, adapt quickly, and take pride in delivering service excellence in every interaction.

About You

We're looking for someone who thrives in a fast-paced, luxury clinical environment - someone who understands both aesthetics and sales.

Essential:

Minimum 2 years' experience in aesthetics, dermatology, or luxury clinic settings Strong interpersonal and communication skills Confident discussing aesthetic treatments and skincare Commercially minded with a proven record of patient conversion or sales growth Detail-oriented and proactive in managing time and data Professional, well-presented, and emotionally intelligent

Desirable:

Experience using clinic management software (e.g. Zenoti, Pabau, Phorest, or similar) Knowledge of injectables, skin devices, and medical-grade skincare Background in patient coordination or front-of-house leadership

Benefits:

Competitive hourly rate, negotiable based on experience Complimentary aesthetic treatments 50% staff discount on additional treatments 30% Harvey Nichols staff discount nationwide Career progression opportunities within a growing brand Commission/Bonuses on certain projects

Career Progression:

This is an exciting opportunity to grow with a forward-thinking, leading doctor-led aesthetics brand committed to professional development and innovation in patient care.

Job Type: Full-time

Pay: From 13.50 per hour

Expected hours: 42.5 - 47 per week

Benefits:

Employee discount Store discount
Application question(s):

Do you have a minimum 2 years' experience in aesthetics, dermatology, or luxury clinic settings? Do you have knowledge of injectables, skin devices, and medical-grade skincare? Do you have experience in sales or marketing?
Work Location: In person