Patient Concierge
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| Job Type | Permanent Full Time |
| Location | Marylebone, London |
| Area | Greater London, UK |
| Sector | Customer Service |
| Salary | £27K plus excellent company benefits |
| Start Date | |
| Advertiser | Nicola Francis |
| Telephone | 01342 325316 |
| Job Ref | NF12462 |
- Description
- Lloyd Recruitment Services are pleased to be working with an independent, family run business based in near Marylebone who are currently looking for a Patient Concierge to join their expanding team on a fulltime permanent basis.
This is an exciting opportunity to work for a company that makes a difference to their customers daily lives.
The purpose of the Patient Concierge role is to increase patient satisfaction by providing exemplary customer service throughout the patient journey.
Our client delivers first class customer service, and they are extremely proud on the service they provide to their patients! If you want to be a part of a company that makes a REAL difference to people’s day to day lives then we would love to hear from you!
What’s in it for you?
Salary: £27,000 plus excellent company benefits
37.5 hours a week – Monday to Friday (some early starts and late finishes so flexibility will be required)
Private medical insurance
7.5 % pension contribution
Free eye care
Excellent company benefits
Please note: This is a standalone front desk role so will require a self-starter who can be flexible when required. In return you will have a full autonomy of your daily workload and be a part of a fantastic supportive employer.
Role summary
The role will involve supporting several key processes underpinning the business with direct contact with the Medical Director, directors, managers, customers, and suppliers on a daily basis as well as other external parties as required. This is a very hands-on role with the candidate being fully involved in the day-to-day functioning of the company.
Key accountabilities:
Manage the patient journey from initial consultation until surgery
Responsibility for assigned patients, including follow up until surgery is booked. Recording status as necessary on the Portals, following directives/pending lists
Meeting allocated conversion rate of patient from consultation to surgery KPI’s
Appropriate management of challenging patients working with senior managers to facilitate a satisfactory conclusion
Proactively anticipate concerns and needs of patients at all stages of the treatment process to provide a best-in-class "personalised" patient experience
Ensure the smooth flow of patients throughout the clinic
Manage wait times demonstrating effective communication to manage patient and consultation expectations
Be accountable for the reception environment ensuring this is appropriate and creates excellence in customer service
Key responsibilities
Deliver outstanding customer service to our patient’s and visitors
Strong communication skills
Strong team player with the ability to work under pressure in a fast-paced environment
Good written and spoken English
Must have a flexible attitude to working hours to cover late finishes on clinical/surgery days
Good attention to detail and ensure all checklists are completed thoroughly and correctly
Smart appearance
Taking payments for services and products
Providing exceptional levels of customer service to reassure patients in opting to have their care provided by the company
Answering phone calls and either directing queries accordingly or dealing with the patient’s requests
Answering patient queries via email, letter, and phone
Data Entry onto our in-house systems
General administration support for the whole team
Document copying, scanning, and filing
Preparing clinics with patient files and maintaining these files with documentation
To ensure all correspondence receives prompt attention and is maintained accurately
Ensuring all patients/visitors are signed in and out of the company
Carry out post op courtesy calls to patients
Key skills and experience
Experience and confidence in telephone call handing in an office environment is essential
Outgoing and confident personality, good problem solver, able to respond quickly to changing business needs
Excellent written and verbal communication skills techniques are crucial with a high level of computer literacy including a working knowledge of Microsoft office, including Excel
All candidates need to have good interpersonal skills
Effective and competent organisational skills
Polite manner
Ability to work as part of a team but show individual accountability
Willingness to learn new tasks and the ability to take on and accept responsibility
If this opportunity is not quite what you are looking for, but you know someone who is, then please head to our website and select “looking for work section” to recommend a friend and find out how you could potentially be rewarded for introducing us to someone we are able to successfully place.
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply, however due to the volume of applications received, we are only able to contact shortlisted candidates
