Remote Patient Concierge

**ABOUT MEDEFER**

Medefer is an innovative CQC registered healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient and effective.

Founded by Consultants and GPs working in the NHS, our culture is driven by a deeply held commitment to the NHS and delivering transformational change to the patient experience. We are a passionate, dedicated and patient-focused team striving to make healthcare fit for the 21st century. Our vision is to completely re-frame the way that healthcare is delivered, giving patients the right to choose who will provide their care at the point of a GP referral to a specialist.

Medefer’s technology platform delivers world-class leading safety, whilst delivering a unique approach in delivering a national service to patients, from referral, to treatment and discharge.
- AT MEDEFER_ WE BELIEVE THAT EVERY NHS PATIENT DESERVES THE BEST POSSIBLE HEALTHCARE.

**Role**:Patient Concierge - Part Time

**Location**: Remote

**Salary**:£27,300 per annum, pro-rata

**Hours**:20 hours per week: working a 4 hour shift Monday to Friday, between 10am and 4pm.

**Role Overview**:
Join us in our mission to transform patient care and be part of a dynamic and innovative team. We pride ourselves on a supportive, collaborative and inclusive culture and you will have the opportunity to work alongside a team of driven and compassionate people who care deeply about transforming the way healthcare is delivered

This role would suit someone who is comfortable with remote working and working with autonomy; and who has experience of working in a high-volume, fast-paced, customer-centric environment.

**As a Patient Concierge, you will**:

- Use advanced listening, probing and facilitative skills across a wide range of calls, ensuring patients and stakeholders’ needs are fully understood and documented.
- Manage a high volume of enquiries, using your own initiative to prioritise workload and call urgency.
- Pass on information accurately i.e. any changes to personal information requiring entry into the relevant information pages including patient databases.
- Deal with emergency calls (where appropriate) as a priority adhering to processes and procedures.
- Work within a dedicated hub/team to facilitate the smooth running of the patient journey by ensuring co-ordinated and streamlined administrative processes revolve around the patient and their individual needs.
- Provide exceptional customer service and work to facilitate the smooth day-to-day running of the Communication Hub.
- Put the patient first with a seamless journey working with a first contact resolution mindset.
- Communicate information to patients that may require a sensitive, understanding manner.
- Responsible for ensuring that the patient, family, and carers are at the centre of everything you do.
- Ensure that our clients’ experiences of the Medefer pathway is the best it can be and that we learn from feedback and continuously improve how we operate.
- Incredible patient-focus, empathy, emotional intelligence and exceptional attention to detail.
- Excellent verbal & written communications skills with the ability to communicate effectively by phone, in writing, and in person.
- Advanced social & soft skills gained from experience dealing with the public.
- A minimum of 1 years’ experience in customer service/similar role.
- Experience of dealing with high call volumes.
- Experience of working within a healthcare environment is desirable.
- Ability to remain calm and professional in a fast-paced environment.
- Strong organisational skills and attention to detail.

**What we can offer you**:

- Workplace pension scheme
- 28 days annual leave in addition to the normal bank holidays (pro-rated for part time hours)
- Private Healthcare Insurance
- Discount schemes
- Employee Assistance Programme
- Health and wellbeing scheme that provides free access to a confidential phoneline, GP and counselling services
- Career development and opportunities for progression and training