Private Patient Care Coordinator

2 weeks ago


London, Greater London, United Kingdom Chelsea and Westminster Hospital NHS Foundation Trust Full time

The post holder will take personal responsibility for providing an excellent service to patients, visitors and staff in the Private Patient Units (PMU, Chelsea Wing, ACU).


As the first contact for the outpatient service or inpatient services, it is an integral part of this role to have excellent customer service and communication skills.

He/she will act as a concierge ensuring patients and visitors are taken or directed where to go providing a seamless welcome to the department.

You will need to be a confident communicator and have good organisational skills with attention to detail.

Be friendly and have an approachable manner and can do approach.

Ability to work as a team and also on your own and able to prioritise your workload.


Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people.

Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We're one of the best performing Trusts in the country.

We're also one of the top trusts to work for - our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment.


Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'.

We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.

Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate.

We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.


Meet and greet all patients, visitors and staff to the Chelsea or Westminster Wings in a friendly and professional manner.

Ensure that all visitors are orientated on the unit each time they attend an appointment ie where to locate bathrooms, tea/coffee made for all guests


Ensure all patients and visitors are logged in and out of the inpatient unit in order to ensure accurate security records in the event of a security breach or fire alarm.


All patients are kept up to date on what to expect from the visit and informed of delays, or waiting times in a professional manner.

This includes informing the consultant that patients have attended.

Ensure consultant rooms are always fit for use and cleaned.


Ensure security of the unit is maintained and action maintenance requests (where possible) as well as report any issues or difficulties to the customer service manager for Chelsea and Westminster Wing, and the midwife in charge for Kensington Wing.


Ensure that all phone calls are answered within 3 rings wherever possible and work with the consultants and their secretaries to ensure requests are met.


Progress private healthcare referrals by securing the most convenient appointment possible for the patient and ensure patients are contacted and kept up to date on their appointments and treatment plans.

Where appropriate refer to patient liaison officer to manage booking

Undertake filing training, and ensure that filing, retrieval of notes and pathology tests are undertaken in a timely manner.

Maintain records of notes transferred in and out of the department (case note tracking).

Retrieve, transfer and re-file medical records as required by the clinical teams

Please see attached job description and person specification to this advert for further details.

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