Patient Concierge

A little bit about us…

Centre for Sight is a private healthcare group specialising in ophthalmology. With our main centre based in East Grinstead, and two further smaller facilities in Oxshott, Surrey and Queen Anne Street, London we pride ourselves as a centre of excellence, working with some of the most highly respected Ophthalmic Consultants in the industry. We are renowned for our corneal expertise and laser eye clinic, with patients referred to us nationally and internationally.

Centre for Sight is currently rated ‘Good’ by the CQC and considered ‘Outstanding’ regarding the leadership of the organisation. We are ISO accredited, making Centre for Sight a welcoming and engaging place to work for our clinical and administrative teams.

A little bit about what we need…

• 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.

• All candidates need to have good interpersonal skills, working with a polite and emphatic manner

• Effective and competent organisational skills

• Be flexible with the ability to provide cover (sickness & holiday) at our clinic in London

• 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

Key purpose of the role is...

The purpose of the Patient Concierge role is to increase patient satisfaction by providing exemplary customer service throughout the patient journey.

Role summary is...

The role will involve supporting several key processes underpinning the business with direct contact with the Medical Director, directors, managers, customers, and suppliers on a daily basis as well as other external parties as required. This is a very hands-on role with the candidate being fully involved in the day-to-day functioning of the Hospital.

The business has grown and continues to grow under a 'family’ environment within the head office based in East Grinstead.

The position will involve but not be limited to:

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 Genie and Patient Portal, following CFS 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

Role and responsibilities will include.....

 Deliver outstanding customer service to our patient’s and visitors to the hospital

 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

 Willing to travel to our other sites in Oxshott and Queen Anne Street in London. Some travelling and working at these sites will need to be covered for sickness and annual leave

 Good attention to detail and ensure all checklists are completed thoroughly and correctly

 Smart appearance

 Learn the “Discovery” process for all new patients to the hospital.

 Taking payments for services and products

 Providing exceptional levels of customer service to reassure patients in opting to have their care provided by Centre for Sight.

 Answering phone calls and either directing queries accordingly or dealing with the patient’s requests.

 Answering patient queries via email, letter, and phone

 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 hospital.

 Carry out post op courtesy calls to patients.

A competitive salary plus benefits are available to a suitable candidate. Please contact Janina if you have the right skills and experience and are looking for your next challenge!