Job Description

Clinical Services Concierge

Schroders Investment Management, 1 London Wall Place

Corporate - Fixed Term (12 months) | Part Time

32 Hours per week (8hr shifts - Monday, Tuesday, Thursday & Fridays ranging between 07:00-19:00)

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 post is part-time and is based at a 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.

About the Role

• Provide a professional reception and back office service for the clinic: managing client and internal queries in an efficient and timely manner.

• 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.

• 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.

• 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.

• Referral follow-up via outbound calls to offer clients appropriate treatment at Nuffield Health.

• Ensuring 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.

• Adhere to data protection principles, as well as ensuring all information (whether patient or organisation specific) is treated sensitively and confidentially.

• 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.

• Greet all visitors and ensure professional and effective communication with all clients, visitors and other clinical staff.

Educational Qualifications – Desirable:

(Training, Professional memberships, Accreditations)

• NVQ Level 2 in Business and Administration or equivalent

Or

• 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.

• Exemplary customer service skills.

• Excellent time management skills.

• Excellent communication skills.

• Self-motivated, with the ability to work on own initiative.

• Good team player.

• Takes ownership of all allocated tasks.

• 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.

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 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.

It starts with you.