Operations Executive – Medical Sector

Summary of The Role   We are looking for an organized and customer-focused Operations Executive to coordinate appointments and manage cases from initial booking through to completion. The role involves coordinating schedules across multiple professionals, communicating with clients, tracking case progress and ensuring appointments are arranged efficiently. The ideal candidate will have strong organizational and communication skills, excellent attention to detail and the ability to manage multiple cases while providing a professional, empathetic and supportive customer experience. Role Responsibilities  

• Manage a live caseload across an assigned region, ensuring multiple cases progress smoothly and efficiently.
• Coordinate and book assessment appointments, including pathways involving multiple appointments and professionals.
• Liaise with healthcare professionals and other service providers to coordinate availability and match appointments to client needs.
• Track cases from booking through to completion, identifying potential delays and taking appropriate action to keep cases on schedule.
• Identify and address issues that may affect the client journey, escalating concerns where necessary.
• Coordinate the booking of suitable rooms or facilities for appointments where required.
• Communicate with clients and their families by telephone and email, confirming appointments, explaining next steps and responding to queries promptly and professionally.
• Provide a supportive and empathetic customer experience, responding sensitively to individual needs and concerns.
• Maintain accurate and up-to-date case records using CRM platforms and other internal systems.
• Use Microsoft Outlook, Excel, Word, Teams and other relevant systems to manage appointments, communications and case information.
• Handle confidential personal and health information securely and in accordance with applicable data protection requirements.
• Liaise with colleagues, healthcare professionals and external partners to resolve booking issues and maintain effective coordination.
• Respond to queries from professionals and service providers, ensuring issues are resolved promptly.
• Use initiative to resolve operational problems and escalate clinical, safeguarding or other serious concerns appropriately.
• Contribute ideas to improve booking processes, case coordination and overall service delivery.
• Complete required training and development and follow relevant organisational policies, procedures and health and safety guidance.
• Maintain a safe, private and secure home-working environment, following information security and workplace safety requirements.

Essential Skills, Knowledge & Experience  

• Previous experience in a customer service or customer-facing role.
• Excellent organisational skills, with the ability to manage multiple cases, appointments and competing priorities.
• Strong written and verbal English communication skills, particularly when communicating by telephone and email.
• Confidence using multiple computer systems and CRM platforms.
• Good working knowledge of Microsoft Office applications, particularly Outlook, Excel, Word and Teams.
• Strong attention to detail and the ability to maintain accurate records.
• Good problem-solving skills and the ability to use initiative when managing day-to-day issues.
• A professional and empathetic approach when dealing with clients and sensitive situations.
• Ability to handle confidential information responsibly.

 Desirable

• Experience in healthcare administration, assessment coordination or appointment booking.
• Experience coordinating diaries and appointments for multiple professionals.
• Experience communicating with UK-based clients.
• Previous experience using HubSpot or a similar CRM system.
• Basic understanding of neurodivergence, including autism, ADHD and specific learning difficulties.

 Personal Attributes 

• Experience in healthcare administration, assessment coordination or appointment booking.
• Experience coordinating diaries and appointments for multiple professionals.
• Experience communicating with UK-based clients.
• Previous experience using HubSpot or a similar CRM system.
• Basic understanding of neurodivergence, including autism, ADHD and specific learning difficulties.

Work Environment 

• General Work Hours: 12.30PM – 10.30PM (WFH) Sri Lanka Time – 45hrs/week. 
• Location: Remote WFH + Occasional Meets at our Colombo 5 office – Sri Lanka.
• Benefits: Paid leave, career upskilling opportunities, eLearning courses.