Patient Engagement Manager

About the role

This is a full‑time, site‑based position in Central London, responsible for shaping the patient experience across the practice. You will own key performance metrics such as callback completion, conversion rates, CRM data quality and long‑term patient retention.

Key responsibilities

• Manage and optimise the CRM system to ensure data accuracy and integrity.
• Oversee patient callbacks and follow‑up communications, improving conversion at each stage.
• Run lead funnels and nurture prospective patients with targeted, personalised engagement.
• Create patient touchpoints and marketing collateral, including copy aligned with brand guidelines.
• Produce detailed reports on engagement, conversion and business growth for senior leadership.
• Coordinate with external agencies covering marketing, PR, social media, lead generation and telephony/AI systems.
• Lead and develop front‑of‑house staff to maintain excellent reception operations and patient experience.

Required profile

• Proven experience with CRM platforms, cloud‑based tools and marketing automation.
• Excellent written and verbal communication, with ability to craft engaging copy.
• Experience working in hybrid or remote environments and building relationships across distributed teams.
• Proactive, self‑motivated and passionate about patient‑centred care.
• Calm under pressure, strong prioritisation and ability to thrive in a fast‑paced setting.
• Collaborative team player with a growth mindset.

Required skills

• CRM platforms
• Cloud‑based tools
• Marketing automation systems

What we offer

• Salary starting from £31,000, commensurate with experience.
• Dynamic, supportive environment within an established healthcare practice.
• Opportunity to make a measurable impact on patient experience and business growth.
• Central London location.