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 with varying shift patterns between the hours of 05:30am and 8pm. 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.
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 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
1. First point of contact to all visitors to the hospital.
2. Using scheduling software to identifying Patients/Visitors welcome pathway requirements and facilitating next steps.
3. Logging patient arrivals onto hospital system to monitor patient flow and manage any delay or wait times appropriately.
4. Direct patients/visitors to the correct hospital departments.
5. Room orientation for all Daycase/Inpatients arrivals.
6. Keep up to date with hospitals recommended taxi services and hotels to ensure support to hospital visitors.
7. Assist International Patients with their inquiries, liaising with the hospital’s international patient centre to secure interpreters.
8. Liaising with housekeeping, cleaning and groundskeeping staff to ensure that safety and cleanliness standards are maintained.
Key Skills / Qualifications needed for this role
9. Proven experience of delivering customer services to an exceptionally high standard in a private healthcare or luxury hospitality environment
10. Front of House/Reception experience
11. Great communication skills including conflict resolution
12. Passionate about the patients journey
13. Strong interpersonal skills with empathetic nature
14. Ability to interact with IT scheduling systems whist maintaining a high level of personal interaction with patients
15. Self-motivated and proactive when problem solving
16. IT Literate
17. Excellent organisational 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:
18. 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.
19. Access to our bespoke medical insurance benefits package which provides healthcare cover to eligible employees and their families.
20. An enhanced pension plan and life insurance
21. We offer enhanced family leave and pay provisions to support birth parents, co‑parents, adoptive parents and carers through life’s most important moments
22. Annual Health Services Bonus Scheme
23. Support with travel costs via a season ticket loan or cycle2work
24. 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 personalised health report with practical advice to help reduce future health risks.
25. Various other benefits and online discounts
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.