Concierge Coordinator

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Full-Time 40 hours per week, Monday to Friday

Fixed Term Contract: 9 months

Our Bespoke Services Coordinators are responsible for delivering a five-star service, selling the benefits of HCA International and guiding the patient through a journey spanning from Health Screening up to numerous scans and services throughout HCA facilities. This often involves liaising with various stakeholders throughout HCA facilities and departments to ensure a cohesive and organised patient journey throughout their recommended care.

Contact with the customer will be both verbal and non-verbal and will involve both inbound and outbound activities. The advisor will be capable of stepping outside the script where necessary. The role also includes administrative responsibilities such as using a HCA SharePoint site to support the patient journey.

In this role, you will learn from our leading experts and will contribute to the vital care of our patients, as a valued member of the HCA Group. You will be responsible for meeting the various client targets and KPIs.

What you’ll do:

1. Schedule health Screening appointments, GP appointments, and advanced screening over the phone and via email.
2. Handle information requests over the telephone and by e-mail, providing details of facilities.
3. Provide rapid response when answering calls, working towards set SLAs and individual KPIs.
4. Provide a ring-fenced service to some of our key clients.

What you'll bring:

1. Demonstrable customer service experience.
2. Very strong interpersonal skills (both written and verbal) and demonstrated ability to build relationships.
3. Team player with the ability to build effective working relationships, working collaboratively (rather than competitively) with others to achieve a common goal.
4. Ability to demonstrate a high level of enthusiasm and a proactive, resilient attitude.
5. Problem-solving skills.

Why HCA UK?

Originally founded over 50 years ago by Dr. Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication, and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. You’ll be eligible for:

1. 25 days holiday each year (plus bank holidays) increasing with service, with the option to buy or sell leave to suit you.
2. Private Healthcare Insurance for treatment at our leading hospitals.
3. Private pension contribution which increases with length of service.
4. Season Ticket Loan and Cycle to Work scheme.
5. Group Life Assurance from day one.
6. Critical illness cover.
7. Enhanced Maternity and Paternity pay.
8. Corporate staff discount for all facilities including Maternity packages at The Portland.
9. Comprehensive range of flexible health, protection, and lifestyle benefits to suit you.
10. Discounts with over 800 major retailers.

Diversity and Inclusion

Patients first. Colleagues always. That’s the guiding philosophy behind our approach to Diversity, Equity, Inclusion, and Belonging. We believe healthcare is built on a foundation of inclusion, compassion, and respect for our patients and for each other. By working together with our colleagues we’re creating a truly inclusive environment, where individual differences are celebrated, and everyone can achieve their potential.

We believe everyone should feel comfortable bringing their full self to work and be afforded the same opportunities. That’s why we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.