Bupa
Patient Concierge Officer
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Job Description: Hospital Concierge Officer
Cromwell Hospital, London SW5 0TU
Permanent
£29,000 + Fantastic Benefits
Full Time – 37.5 hours a week
Monday to Friday - varying shift patterns between the hours of 05:30am and 8pm.
Saturday shifts are 6am to 2pm
Overtime rate is payable for all hours before 07:00
We make health happen
Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each day.
Role Overview
We are looking for a Hospital Concierge Officer who will provide an effective welcome service to all Patients, Consultants, and Visitors. You will act as the first point of contact ensuring that the highest level of customer care and service are always maintained in line with Cromwell Business Standards.
You’ll help us make health happen by:
- First point of contact to all visitors to the hospital.
- Using scheduling software to identify Patients/Visitors welcome pathway requirements and facilitating next steps.
- Logging patient arrivals onto the hospital system to monitor patient flow and manage any delay or wait times appropriately.
- Directing patients/visitors to the correct hospital departments.
- Room orientation for all Daycase/Inpatients arrivals.
- Keeping up to date with hospitals recommended taxi services and hotels to ensure support to hospital visitors.
- Assisting International Patients with their inquiries, liaising with the hospital’s international patient centre to secure interpreters.
- Liaising with housekeeping, cleaning, and groundskeeping staff to ensure that safety and cleanliness standards are maintained.
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Key Skills / Qualifications
- 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’s journey.
- Strong interpersonal skills with 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 organizational skills.
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and 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 up to 5 days. Our inclusive bank holiday policy allows you to swap up to a maximum of four bank/public holidays for other days of significance within the same annual leave period.
- Access to our bespoke medical insurance benefits package which provides healthcare cover to eligible employees and their families.
- An enhanced pension plan and life insurance.
- We offer enhanced family leave and pay provisions to support birth parents, co-parents, adoptive parents, and carers through life’s most important moments.
- Annual Health Services Bonus Scheme.
- Support with travel costs via a season ticket loan or cycle2work.
- All permanent UK employees are eligible for a free health assessment every two years, including a physical examination, consultation with a Bupa doctor, and a personalized health report with practical advice to help reduce future health risks.
- Various other benefits and online discounts.
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Why 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.
We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.
As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
At Bupa, we strive to ensure all of our customers, patients, and staff are safe. All employees have a duty to ensure that safeguarding children, young people, and adults at risk is prioritized and acted on appropriately.
Job Details
- Time Type: Full time
- Job Area: Administration
- Locations: Cromwell Hospital London
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