Remote Patient Concierge

About Medefer

Medefer is an innovative CQC registered healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient and effective.

Founded by Consultants and GPs working in the NHS, our culture is driven by a deeply held commitment to the NHS and delivering transformational change to the patient experience. We are a passionate, dedicated and patient-focused team striving to make healthcare fit for the 21st century. Our vision is to completely re-frame the way that healthcare is delivered, giving patients the right to choose who will provide their care at the point of a GP referral to a specialist.

Medefer’s technology platform delivers world-class leading safety, whilst delivering a unique approach in delivering a national service to patients, from referral, to treatment and discharge.

AT MEDEFER WE BELIEVE THAT EVERY NHS PATIENT DESERVES THE BEST POSSIBLE HEALTHCARE.

Role: Patient Concierge

Location: Remote

Contract: Permanent, full time

Salary: £27,300 per annum

Hours: 35 hours per week, working on a shift rota: 08.00-16.00, 09.00-17.00 & 10.00-18.00 with an unpaid lunch break. There may be requirement to work split shifts on certain hours due to call volume demands.

Role Overview:

Join us in our mission to transform patient care and be part of a dynamic and innovative team. We pride ourselves on a supportive, collaborative and inclusive culture and you will have the opportunity to work alongside a team of driven and compassionate people who care deeply about transforming the way healthcare is delivered

As a member of our Patient Concierge team, you will play a key role in delivering our patient experience strategy; ensuring our customers have a first-class experience and receive the care and support they need. You will be the first point of contact for customers via multiple channels, including phone and email, responding to queries, concerns, and questions in a timely manner, listening to and addressing their needs and providing helpful solutions to their queries and requests.

This role would suit someone who is comfortable with remote working and working with autonomy; and who has experience of working in a high-volume, fast-paced, customer-centric environment.

As a Patient Concierge, you will:

• Be the first point of contact for our patients and stakeholders, provide a professional service, managing queries in an efficient and timely manner via calls, emails, and chat.
• Use advanced listening, probing and facilitative skills across a wide range of calls, ensuring patients and stakeholders’ needs are fully understood and documented.
• Manage a high volume of enquiries, using your own initiative to prioritise workload and call urgency.
• Pass on information accurately i.e. any changes to personal information requiring entry into the relevant information pages including patient databases.
• Deal with emergency calls (where appropriate) as a priority adhering to processes and procedures.
• Work within a dedicated hub/team to facilitate the smooth running of the patient journey by ensuring co-ordinated and streamlined administrative processes revolve around the patient and their individual needs.
• Provide exceptional customer service and work to facilitate the smooth day-to-day running of the Communication Hub.
• Put the patient first with a seamless journey working with a first contact resolution mindset.
• Communicate information to patients that may require a sensitive, understanding manner.
• Responsible for ensuring that the patient, family, and carers are at the centre of everything you do.
• Ensure that our clients’ experiences of the Medefer pathway is the best it can be and that we learn from feedback and continuously improve how we operate.
  
  

The ideal candidate will have:

• Incredible patient-focus, empathy, emotional intelligence and exceptional attention to detail.
• Excellent verbal & written communications skills with the ability to communicate effectively by phone, in writing, and in person.
• Advanced social & soft skills gained from experience dealing with the public.
• A minimum of 1 years’ experience in customer service/similar role.
• Experience of dealing with high call volumes.
• Experience of working within a healthcare environment is desirable.
• Ability to remain calm and professional in a fast-paced environment.
• Strong organisational skills and attention to detail.
  
  

What we can offer you:

• Workplace pension scheme
• 28 days annual leave in addition to the normal bank holidays (pro-rated for part time hours)
• Private Healthcare Insurance
• Discount schemes
• Employee Assistance Programme
• Health and wellbeing scheme that provides free access to a confidential phoneline, GP and counselling services
• Career development and opportunities for progression and training
  
  

Medefer is a Disability Confident Employer.

We commit to interviewing applicants who declare a disability and meet the minimum essential criteria for the job. If you would like to be considered under this scheme, please let us know in your application or by contacting our recruitment team.

Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds.

Medefer is dedicated to ensuring the safety and well-being of everyone who uses the company services or work within the organisation. In this role, you’ll help us to protect vulnerable people from harm and abuse. We require all team members to follow local safeguarding policies and complete necessary training to maintain a safe, respectful and proactive environment. Background checks are mandatory for successful candidates, and a commitment to safeguarding practices is essential. 

Medefer contact details are provided for the specific purpose to support potential candidates and are not to be used to market services. The named individual has not consented to unsolicited marketing emails. ‘Direct marketing’ means the communication, by whatever means, of marketing material which is directed at individuals. Privacy and Electronic Communications Regulations (PECR) apply to unsolicited emails, for which the individual has not provided consent. Medefer takes the privacy of individuals very seriously and failure to abide by this notice will result in action taken.