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Hospital Concierge Officer

2 months ago

London, Greater London, United Kingdom Bupa Full time

Job Title: Hospital Concierge Officer

Job Summary:

We are seeking a skilled and friendly Hospital Concierge Officer to provide exceptional customer service to patients, consultants, and visitors at Cromwell Hospital in London. As a key member of our team, you will be responsible for ensuring a warm and welcoming experience for all hospital visitors.

Key Responsibilities:

  • Act as the first point of contact for all visitors, providing a high level of customer care and service.
  • Use scheduling software to identify patient and visitor welcome pathway requirements and facilitate next steps.
  • Log patient arrivals onto the hospital system to monitor patient flow and manage any delays or wait times.
  • Direct patients and visitors to the correct hospital departments.
  • Provide room orientation for all daycase and inpatient arrivals.
  • Keep up to date with recommended taxi services and hotels to ensure support to hospital visitors.
  • Assist international patients with their inquiries, liaising with the hospital's international patient centre to secure interpreters.
  • Liaise with housekeeping, cleaning, and groundskeeping staff to ensure safety and cleanliness standards are maintained.

Requirements:

  • Proven experience of delivering customer services to an exceptionally high standard in a private healthcare or luxury hospitality environment.
  • Front of House/Reception experience.
  • Great communication skills, including conflict resolution.
  • Passionate about the patient journey.
  • Strong interpersonal skills with an empathetic nature.
  • Ability to interact with IT scheduling systems while maintaining a high level of personal interaction with patients.
  • Self-motivated and proactive when problem-solving.
  • IT literate.
  • Excellent organisational skills.

Benefits:

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme, which includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.

Joining Bupa in this role, you will receive the following benefits and more:

  • Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell.
  • Bupa health insurance as a benefit in kind.
  • An enhanced pension plan and life insurance.
  • Annual performance-based bonus.
  • Support with travel costs via a season ticket loan or cycle2work.
  • Various other benefits and online discounts.

About Bupa:

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.