Virtual Patient Care Coordinator – UK Oculoplastic & Eyelid Surgery Clinic (Remote, Philippines)

IMPORTANT: Start your application with the word EYELID so we know you read this post. Applications without it are deleted.

We are the Eyelid Wellness Group, a private eyelid surgery clinic in the UK led by a Professor of oculoplastic surgery.

We are hiring a full-time Patient Coordinator to be the main point of contact for our patients: answering calls, booking, confirming, rescheduling and cancelling consultations and procedures, planning and coordinating surgical days with the surgeon and theatre team, managing the surgeon's diary, chasing consent confirmations and payments, handling patient complaints and concerns calmly and professionally, and making post-operative check-in calls.

We are not looking for a freelancer to pass through. We are looking for a long-term partner in the business: someone who grows with us, knows our patients, and becomes the person the whole team relies on. In return you get full training over 3-4 paid weeks (with a training manual, scripts and templates for every situation), ongoing support, and a UK doctor on the team who you can go to directly with any problem or question. You will never be asked to answer medical questions yourself, and you will never be left out of your depth: anything clinical goes straight to the doctors, and anything you are unsure about, you ask. We would always rather you ask twice than guess once.

WORKING HOURS (fixed, non-negotiable):

Monday to Friday: 4:00 PM to 11:00 PM Philippine time (9:00 AM to 4:00 PM UK time; one hour later November to March)
No weekend work required.
Total about 35 hours/week. You must be available for every hour of this schedule.
You follow the UK calendar, not the Philippine one. You work on Philippine public holidays; you have UK bank holidays off.

PAID TIME OFF & SICK LEAVE:

10 paid PTO days per year. Planned PTO should be requested at least 7 calendar days in advance and won't be unreasonably denied. Up to 3 unused PTO days can be carried over into the following year.
7 paid sick days per year, available from your very first day, including during training and probation. No advance notice needed for genuine emergencies or unexpected illness. Sick days do not carry over or convert to cash.
Unpaid leave can be requested for time needed beyond your paid allowance, with reasonable notice.

REQUIREMENTS:

Excellent spoken and written English of the highest calibre. We expect crystal clear pronunciation and natural fluency. You will speak with UK patients all day, including people recovering from surgery, and you will sometimes need to manage complaints and difficult conversations calmly. Your English will be assessed live on a video call and in your application video. Your accent must be clear and easy for UK patients to understand; candidates whose videos show clear, confident, top-tier spoken English will be preferred.
Genuine patience and a calm, empathetic manner. You will be dealing with worried, anxious, or unhappy patients, including complaints, and how you handle that matters as much as how you sound.
Your own laptop (not shared), headset, and a private, quiet room. Patient calls are confidential medical conversations and must not be overheard.
Stable internet of at least 25 Mbps down / 5 Mbps up, PLUS a working backup (mobile data/pocket wifi) and a plan for power outages. If your connection drops, our patients' calls go unanswered, so this is essential.
At least 2 years in admin, customer service or coordination with direct customer contact. Medical, dental or clinic experience is a big advantage.
You will need to be self-sufficient, organised and proactive, and able to see and sort out logistical and admin problems before they reach the clinical team or directors. We need someone who is 2 steps ahead.
This is an exclusive full-time commitment during your working hours. Individuals only: no agencies, and no arrangement where someone else does any part of the work. The person we interview is the person who does the job, and identity is verified at contract and randomly on camera afterwards.
You must be able to provide two references from previous employers or clients, with contact details we can actually call. These will be checked before any offer is confirmed.
Independent contractor: you are responsible for your own taxes.

HOW WE WORK (read carefully before applying):
Working time is logged in time-tracking software with periodic screenshots during working hours. All business calls are recorded. Cameras are on for all Zoom meetings (which are also recorded and transcribed). You will have a daily catch-up with the director, and you must outline your agenda for the day at each one. There are clear KPIs (answer speed, response times, task completion) and a short end-of-day report.

Performance is reviewed weekly, especially in the first months. If KPIs are consistently not met after feedback and support, the contract will be ended. We are honest about this upfront: if you deliver, this is a stable, well-paid long-term role with a supportive team; if monitoring or KPIs are not for you, please do not apply.

OUR STANDARDS:
We are a high-end private surgical clinic. Our patients pay premium fees and expect flawless service, and we expect the same standard from our coordinator and all our staff. To be clear upfront about what ends the contract:

Working for other clients during our paid hours. Your full attention belongs to our patients while you are on the clock. Time tracking makes this visible, so please do not apply if you run multiple jobs in the same hours.
Dishonesty of any kind: covering up mistakes, padding hours, or claiming work was done when it was not. Mistakes are fine and expected, especially in training; hiding them is not. Tell us early and we will fix it together.
Rudeness, coldness or impatience with patients or staff. Many of our callers are anxious or recovering from surgery. Warmth and patience are not optional extras in this role; they are the role.
Repeated carelessness or incompetence: wrong details in bookings, unanswered calls, missed follow-ups, ignoring messages or instructions from our surgeons and doctors, ignoring the training materials. We give full training, clear scripts and honest feedback, and we expect you to apply them.

If you consistently deliver, you will be paid at the top of the market, treated with respect, and have a stable long-term role. We hold ourselves to the same standards we ask of you: clear instructions, prompt pay, and honest feedback.

PAY: Training pay is $600 USD/month (75% of the post-training rate) for your first 3-4 weeks while you complete training. Once training is complete and the role officially begins, pay is $800 USD/month for the following 4-month probationary period. Once probation is successfully completed (around 5 months after you start, once training is included), pay rises to $900 USD/month. Paid reliably every two weeks via PayPal or Wise (your choice): that's $276.92 per pay period during training, $369.23 per pay period during probation, and $415.38 per pay period once probation is complete. We want a long-term partner, and people who deliver will be duly rewarded.

TO APPLY, send all seven items:

The word EYELID at the top of your application
Your CV
A video recording made specifically for this application, 3 minutes (Loom link or unlisted Google Drive/YouTube link), speaking in English. In the video you must:
(a) say our clinic name, Eyelid Wellness Group, and today's date;
(b) tell us why you want this specific role - go into detail please, including why you think you would be good for the job;
(c) confirm on camera that you can work 4:00 PM to 11:00 PM Philippine time, Monday to Friday; and
(d) show us the workspace you would be working from and that you have the appropriate equipment
We are assessing both the calibre of your spoken English and your natural patience and tone in this video: speak as though you were calmly reassuring a nervous or unhappy patient.
Confirmation you can work every hour of the schedule above, including Philippine public holidays
Confirmation you are comfortable with the monitoring described above
A screenshot of a speed test from your working location
A screenshot of a typing test result from ---------- or ---------- showing at least 45 WPM

Generic videos recorded for other jobs, videos missing any of the four points, or applications missing ANY of the seven items will not be reviewed. No exceptions.

WHAT HAPPENS IF YOU ARE SHORTLISTED:
So you know the full process upfront:

English test: you will have 72 hours to complete the free EF SET English test at ---------- and send us your certificate. Minimum score C1.
Live video interview from your actual working setup: you will show and use your laptop, headset, private room, internet connection and backup connection live on the call.
Scenario testing: mock patient calls and short written exercises, so we can see how you actually work.
Paid trial shift (4 hours), paid whether or not you are hired.
Any offer is subject to: NBI clearance, government ID verification, your two references checking out, and a signed confidentiality and data protection agreement. Training starts once these are complete.
You will have to sign a formal contract and an NDA before starting work with us.
No work can commence until we have established contact and have received your two references.

If something goes wrong; a mistake, an emergency, a problem at home you MUST tell us the same day. Going silent is the one thing we cannot work with as we have patient care to consider, and any unexplained disappearance will end the contract.

We test thoroughly because this role sits inside a surgical pathway. We do this because we expect the highest levels of safety, efficacy and competence from all our staff and wider team.