Overview
The Patient Concierge is a dedicated front-of-house role and the welcoming face of Genus Medical Fertility. As the first point of contact for every patient entering the clinic, they play a pivotal role in shaping each individual's experience from the moment they walk through the door. This position is centred on in-person patient interaction and requires a confident, warm and highly professional individual who thrives in a patient-facing environment.
Working at the heart of the clinic's reception and front-of-house operations, the Patient Concierge delivers an exceptional, compassionate and seamless experience. They provide reassurance, guidance and practical support throughout each patient's fertility journey, ensuring that every face-to-face, telephone and digital interaction reflects empathy, discretion and excellence.
Key Responsibilities
Exceptional Patient Experience
* Provide a warm, composed, and highly professional welcome to patients and partners within a front of house environment
* Create a calm, discreet, and supportive environment aligned with a premium healthcare setting.
* Act as the primary non-clinical point of contact throughout the patient journey.
* Respond to sensitive enquiries with empathy, clarity, and discretion.
* Support patients throughout their journey, going above & beyond to ensure comfort and reassurance.
Patient Coordination
* Manage consultations, treatment appointments, and follow-up scheduling with precision.
* Coordinate seamlessly with consultants, nursing staff, and laboratory teams to ensure continuity of care.
* Anticipate patient needs and proactively address logistical concerns.
* Ensure smooth daily clinic flow with minimal waiting times and maximum privacy.
Confidential Administration
* Maintain accurate and confidential patient records in line with healthcare regulations.
* Support documentation processes, consent forms, and financial administration.
* Process payments and manage sensitive financial conversations with discretion.
* Uphold the highest standards of data protection and confidentiality.
Brand Leadership
* Maintain an immaculate reception and waiting area environment.
* Reflect the clinic's standards through presentation, communication style, and attention to detail.
* Contribute to continuous improvement of the patient journey and client satisfaction.
Team Contribution
* Work collaboratively with clinical, scientific and administrative colleagues.
* Contribute positively to the culture and patient-first ethos of the clinic.
* Support continuous improvement in patient service delivery.
Experience & Qualifications
* Proven experience in a similar role. Experience in healthcare, private medical, fertility, or luxury hospitality environment is desirable but not essential.
* Demonstrated ability to manage emotionally sensitive situations with maturity and care.
* Strong administrative and organisational capability.
* Experience with electronic records and appointment systems.
* High level of discretion and professionalism.
* Proven experience interacting with a diverse range of people in a professional setting.
Personal Attributes
* Emotionally intelligent and compassionate.
* Polished, articulate, and confident communicator.
* Calm and composed under pressure.
* Detail-oriented with a proactive mindset.
* Able to build trust with patients from diverse backgrounds.
* Committed to excellence in service delivery.
What We Offer
* Work in a purpose built, premium fertility centre
* Help shape a new centre of excellence from the very beginning
* A supportive and collaborative working environment.
* The opportunity to make a meaningful difference in patients' fertility journeys.
* Ongoing training and professional development.
Job Type: Full-time
Pay: £32,000.00 per year
Benefits:
* Company pension
* On-site parking
Experience:
* Customer/Patient: 2 years (preferred)
Licence/Certification:
* PVG (Protecting Vulnerable Groups) certificate (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person