Patient Concierge in Queen Anne Street, London

JOB TITLE:                            Patient Concierge in Queen Anne Street, London

ACCOUNTABLE TO:          EA to Medical Director and Team Lead

RESPONSIBLE TO:             Operations Director

Key Relationships:               Chairman/Medical Director, Chief Executive Officer, Customers/patients, relatives, Company staff, Purchasers, Contractors, Insurance companies, National Health staff,

Salary:                                       TBC

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.

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

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

Key responsibilities

  • 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 East Grinstead. 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
  • 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.

Office experience is required along with working knowledge of office systems such as Microsoft. Training will be provided for the right candidate however, the ability to communicate clearly, confidence and personality is crucial for this role. 

Key Skills and Experience

  • 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.
  • Effective and competent organisational skills
  • Polite manner
  • 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.
  • Ability to work in a high pressure environment.

Under the Health & Safety at Work Act all staff have a duty to ensure reasonable care for the health and safety of themselves and other affected by their acts or omissions at work and to co-operate in meeting requirements of the law.

All staff will:

  • Adhere to company policies.
  • Take care of their own safety and that of others who may be affected by their actions or omissions.
  • Adhere to company and national health and safety policies and use any equipment or personal protective equipment provided to ensure safety.
  • Co-operate with the managers to maintain safe systems and safe workplaces.
  • Report any accidents/incidents or ill health, failings in premises, equipment, or personal protective equipment.
  • Not interfere with any equipment provided to ensure health and safety.
  • Not attempt to carry out tasks or repairs beyond their competence.

The post holder and all members of staff are required to respect the confidentiality of matters relating to patients or other members of staff. Specifically, staff who have access to computer held information must be aware of and comply with the requirements for the data protection act, details of which are available from the Data Protection Act designated officer (CEO).

The post holder is required to comply with, and actively promote, the company’s equal opportunities policy.

NB: This job description is subject to regular review in consultation with the post holder.  The job description outlines the current main responsibilities/duties of the post; however, the duties of the post may change and develop over time and the job description may be amended in consultation with the post holder to take account of changing circumstances.  

Benefits include a competitive salary, pension, private healthcare and free eye tests.

  • Educated to GCSE  standard, or equivalent
  • previous experience delivering customer service under pressure in a team environment
  • A Levels in relevant subject
  • Formal secretarial training or previous experience
  • Training in audio-typing
  • Clear understanding of how Healthcare works (or ability to learn)

  • Sound knowledge of outside Organisations and Communities
  • Previous knowledge of ophthalmology
Previous experience relevant to the post
  • previous experience delivering customer service under pressure in a team environment
  • Competent in the use of Microsoft Office Applications, including Word, Excel and PowerPoint
  • Experience with Genie systems desirable
  • Confident in talking to customers

  • Knowledge and experience in the use of database systems
Skills and Ability:
  • Excellent verbal/ written skills
  • Excellent motivational skills
  • Excellent organisational skills,
  • Well developed interpersonal skills
  • Able to work as a member of a team and on own initiative
  • Able to work to tight deadlines and effectively manage own workload
  • To be able to sustain an unpredictable working pattern due to unexpected events


Personal Qualities:
  • Team player
  • Personable & approachable
  • Drive & Energy
  • Able to motivate others
  • Good Sense of Humour
  • Flexible in work approach
  • Trustworthy
  • Remain calm under pressure
  • Pro-active