City of London, London, EC2Y 9AE
Patient Concierge - Corporate
Nuffield Health
£25,000
Full-time
Description
Patient Concierge
London | Permanent | Full Time
Salary: up to £27,000 (depending on experience)
40 Hours per week
As a Patient Concierge in our flagship corporate Medical Centre in the City of London, you will be required to provide a professional reception and back office service: managing client and internal queries in an efficient and timely manner.
You will ensure a high standard of customer service at all times and work to facilitate the smooth day-to-day running of the services. This includes interacting with clients, clinicians and other stakeholders in a professional and courteous manner.
You will put the customer first with a case management service that ensures an integrated and seamless customer journey through the multiple Nuffield Health services, including (but not limited to) GP; Health Assessment; Physiotherapy; CBT; Physiology; Massage; Reiki; Dental; Occupational Health; Secondary (Hospital) care.
You will be required to comply with the policies and procedures in place, at all times, and champion the Nuffield Health brand and its values.
Key Competencies and Performance Indicators
Customer Service Excellence
Maintain high levels of positive individual and site feedback scores
Manage internal client queries in an efficient and timely manner, escalating more complex queries to senior staff as required.
Input client data and complete the patient registration process in an accurate and timely manner to agreed formats and standards.
Maintain the office and reception area to a high standard ensuring the relevant information, promotional literature and refreshments are available to clients.
Greet all visitors and ensure professional and effective communication with all clients, visitors and other clinical staff.
Customer Journey Management and Referrals Concierge
Productivity telephony stats
One call resolution, wherever possible
Accurate data entry and record management
Tasks completed within SLA
24 hour referral concierge SLA
48 hour onsite referral booking call SLA
Facilitate bookings across a range of primary and secondary care services
General
Undertake filing, scanning and copying of documents as required.
Provide secretarial and typing support as required.
Ensure that client's confidentiality is maintained at all times.
Provide admin support to the onsite clinical team
Coordinate courier services in and out of the facility
Order clinic supplies
Update & maintain rotas for clinical and non-clinical staff
Proactively engage with other Nuffield centres promoting integration and cross-training
Take on additional administrative and ad hoc duties as the business require
Work on a rota with the rest of the team to share varying duties and open and close responsibilities ranging from 06:45 - 19:15
Previous experience in customer service roles is essential, as is knowledge and understanding of basic clinical terminology and an ability to learn quickly.
Helping you feel good.
We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.
Join Nuffield Health and create the future you want, today.
If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.
It starts with you.
Expiry date: 03/11/2023
Patient Concierge - Corporate
Company
Nuffield Health
Salary
£25,000
Job Type
Full-time
Location
City of London, London, EC2Y 9AE
Our Commitments
Building Diverse Workforces
Armed Forces Covenant
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Our Commitments
Building Diverse Workforces
Armed Forces Covenant