Patient Experiece and Operations Lead

About the Role

We're looking for a driven, people-first professional to take ownership of day-to-day clinic operations, someone who brings structure, warmth, and commercial awareness to everything they do. This is a hands-on leadership role at the heart of our clinic. You will be seconded to a specialist orthopaedic clinic, working closely with a multidisciplinary team to deliver exceptional patient care and seamless clinic operations.

Key Responsibilities

. Lead daily clinic operations, including patient registration, scheduling, and flow management

. Champion an exceptional patient experience and handle feedback with professionalism and care

. Manage patient communications across WhatsApp, phone, and email promptly and effectively

. Serve as the bridge between patients, clinicians, and administrative staff

. Oversee insurance claims, Medisave, and Letter of Guarantee processes (full training provided)

. Coordinate with vendors, suppliers, and relevant regulatory bodies

. Guide and develop patient-facing staff, fostering a high-performance service culture

. Identify operational inefficiencies and drive process improvements that support clinic growth

. Contribute to financial performance monitoring and manage clinic supplies and facilities

What We're Looking For

. Prior experience working in a specialist clinic is required

. Background in healthcare, hospitality, or a service-driven environment

. A genuine commitment to patient care and strong interpersonal communication skills

. Highly organised, detail-oriented, and calm under pressure in a fast-paced setting

. Positive, professional demeanour with a solutions mindset

. Business awareness and comfort with basic financial metrics

. Multilingual ability is an advantage

. No nursing qualification required

Working Arrangement

. Full-time preferred (part-time considered for the right candidate)

. Availability required on alternate Saturdays

. Comfortable responding to urgent patient enquiries outside core hours (WhatsApp: 8am-9pm)

What We Offer

. Competitive remuneration package

. A genuine leadership mandate - you'll own operations, not just support them

. Exposure to clinic strategy and growth initiatives

. A collaborative, supportive team that values your contribution

Why Rapid

This is more than a clinic admin role. You'll have real influence over how patients experience our care and how our clinic grows. If you thrive in environments where initiative is rewarded and no two days are the same, we'd love to hear from you.