Patient Concierge

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 (hours between 08:45 - 17:45)**:

- **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. You will be required to work every other Tuesday at their Leatherhead site. In return you will have a full autonomy of your daily workload and be a part of a fantastic supportive employer.

**Role summary**

**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
- 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
- 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

**Salary £27k depending on experience**

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.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£27,000.00 per year

**Benefits**:

- Company events
- Company pension

Schedule:

- Monday to Friday
- No weekends

Work Location: One location

Reference ID: NF12645