Part-Time Concierge

Role: Clinical Service Concierge
Location: Schroders Investment Management, 1 London Wall Place - Corporate - Permanent | Part Time
Hours: 24 Hours per week (8hr shifts - Monday, Tuesday & Fridays)
Salary: Up to £28,100 Pro Rata (Based on experience)
This is your chance to step into Nuffield's award winning, multi-service, flagship corporate site.
We are looking for a Patient Concierge to help meet the demands of our highly utilised clinic and to help maintain delivery of the outstanding service provided.
The onsite team won a company wide award for "Living their Purpose" in 2023. The whole clinic has also been rated as 'Outstanding' and achieved the highest score (96%) for a corporate site in 2023 during the internal Quality Assurance Reviews.
About the Role
The post is part-time and is based at the corporate onsite location in City of London, within easy walking distance of Moorgate, Liverpool Street and Bank. It is one of only a few fully integrated onsite clinics offering the full range of clinical services alongside a state of the art gym.
The role holder will be required to provide a professional reception and back office service for the clinic: managing client and internal queries in an efficient and timely manner.
The role holder 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 and other stakeholders in a professional and courteous manner.
The role holder will put the customer first with a case management service that ensures an integrated and seamless customer journey through the multiple Nuffield Health services. The successful candidates will become competent with our latest patient concierge service, which enables patients to book in at Nuffield Health hospitals directly.
Taking all the steps necessary to ensure an exceptional client journey from start to finish, the role holder will be expected to perform additional and ad hoc duties that may reasonably be asked of them.
The role holder 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 Responsibilities:
# Ensure a high standard of customer service at all times and work to facilitate the smooth day-to-day running of the services.
# Provide consistently high levels of customer service to all Nuffield Health clients, achieving or exceeding the KPI's set.
# Take ownership of the customer journey and case management of each patient, as per contact processes and procedures.
# Facilitate one call resolution on each call, considering the customer journey and stakeholder management as a key KPI for the team.
# Referral follow-up via outbound calls to offer clients appropriate treatment at Nuffield Health.
# Administer all referrals and leads through the IT systems within service level agreements.
# Ensure full case management of patient data, that IT systems are accurate and detailed, and the customer journey is at the forethought of all actions.
# Efficient handling of complaints, queries and feedback to improve performance and customer journey.
# Adhere to data protection principles, as well as ensuring all information (whether patient or organisation specific) is treated sensitively and confidentially.
# Adhere to stated policies and procedures relating to health and safety, and quality management.
# Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.
# Complete all mandatory level 1 training to adhere to compliance.
# Facilitate Health Assessment booking into the wider Nuffield Network for all eligible employees.
# Maintain a close relationship with capacity management for facilitating VIP bookings where required.
# Provide an efficient, professional reception service for the clinic and manage internal client queries, ensuring all enquiries are dealt with 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.
# Undertake filing, scanning and copying of documents as required.
# Greet all visitors and ensure professional and effective communication with all clients, visitors and other clinical staff.
# 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.
# Proactively engage with other Nuffield clinics promoting integration and cross-training.
# Take on additional administrative and ad hoc duties as the business requires.
# Work on a rota with the rest of the team to share varying duties and open and close responsibilities ranging from 07:00 - 19:00 .

Educational Qualifications - Desirable:
# NVQ Level 2 in Business and Administration or equivalent
# GCSE English and Maths or equivalent qualification
# Educated to A-level or equivalent.

Experience, Knowledge & Expertise - Desirable:
# Good IT and Key Board Skills
# Good communication/interpersonal skills
# Experience of working in a customer facing environment
# Knowledge and understanding of clinical terminology
# Demonstrable relevant experience working within a health care environment

Role Specific Competencies:
# Computer literate to a basic level with Word, Outlook and Excel packages.
# Demonstrate Nuffield Health's core vision and values.
# Exemplary customer service skills.
# Excellent time management skills.
# Excellent communication skills - both written and verbal - with high levels of accuracy and attention to detail.
# Self-motivated, with the ability to work on own initiative.
# Good team player.
# Takes ownership of all allocated tasks.
# A fast learner, with the ability to adapt to an ever-changing environment.
# Excellent planning and organisational skills, and capable of working to stringent deadlines.
# Well-presented and professional in appearance.
# High level of interpersonal skills and personal drive.
# Enthusiastic, highly motivated, and flexible.
# Proactive, with a "can do" attitude.
# Highly reliable.
# Dynamic and forward thinking.
# Complies with the policies and procedures in place at all times.

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.
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