Job Description

Private Services Booking Officer

We're one of the UK's leading providers of mental health services, working both privately and in partnership with the NHS to support people and families facing emotional and psychological difficulties. Demand for mental health support has never been higher and we're scaling fast to meet it. As we grow, we're building a brilliant, data driven, passionate team to help us deliver high-quality care to even more patients. Come and join us!


We are looking for a Private Services Booking Officer to deliver a fast, seamless and compassionate booking experience for patients enquiring about Clinical Partners' private services. Working closely with Marketing and Clinical Operations, this role connects patient enquiries to booked appointments through thoughtful, professional engagement and timely follow-up.

Key Responsibilities

Patient Engagement & Booking

Conduct timely, compassionate outbound call-backs to all inbound marketing enquiries. Progressively support inbound call handling as demand scales Liaise with patients, families, and clinicians to supply details surrounding appointments and reports etc. Triaging patients and booking appointments with the correct clinician or signposting patients to the correct service when they fall into our exclusion criteria To maintain accurate, up to date records of all patient information including attendances, appointments, assessments, reasons for not going ahead and ongoing care in Salesforce. To record and report clinical governance issues including, but not limited to, incidents, complaints, data breaches and safeguarding concerns. Monitoring of relevant email inboxes. Attend one-to-ones and shadowing sessions when required.

Follow-up Strategy & Continuous Improvement

Design and implement best-practice follow-up strategies from day one, including call cadences, re-contact approaches, messaging tone and escalation pathways. Work closely with the Marketing team to test improvements to enquiry handling, responsiveness and conversion processes. Monitor performance data and patient feedback to optimise contact methods and engagement journeys Identify and resolve friction points within the enquiry funnel that prevent patients from moving from first contact to booked appointments. Share qualitative insight into patient needs, objections and behaviours to strengthen campaign and funnel design.

Performance Ownership

Work with the Head of Performance Marketing to agree clear commercial and operational targets, including contact rate, booking conversion and response-time objectives. Take ownership of performance delivery against these goals through both execution and continuous process refinement. Balance commercial accountability with ethical, patient-first engagement at all times.

Essential Skills & Qualifications

Undergraduate degree at least in Psychology or a similar, relevant subject Knowledge of mental health terminology Relevant administrative experience Clear understanding of the need to maintain confidentiality in all areas of work including phone conversations, written materials and computerized materials and processes Strong administrative discipline with experience using CRM systems or structured contact-tracking platforms. High emotional intelligence and confidence handling sensitive mental-health-related conversations

Remuneration & Benefits

25 days paid holiday (increasing with service to 28 days) plus bank holidays. A day off for your birthday. Healthcare Cash Plan Benefits Platform Life Assurance Discount Vouchers Flexible working opportunities to suit your personal needs Opportunities to take part in charitable events Access to a Wellbeing portal and Employee Assistance Programme (EAP).

Equal Opportunities Employer

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.