Role Information:
Healthcare organisations worldwide need to transform. The old models no longer work, and the system needs to be re-built to meet patient needs effectively and efficiently. OneWelbeck is one of the country’s largest specialist facilities for diagnostics, therapies, and day case minimally invasive surgery. It was founded by a group of leading clinicians partnered with a management team with deep industry expertise who strongly believed that better care was possible, and that an entirely new sort of organisation was needed to deliver this. OneWelbeck strives to deliver the highest quality ‘one-stop' healthcare journey for patients seamlessly servicing their needs across a wide range of clinical specialities. “We believe there is a better way to deliver care and that partnership and collaboration are the key to delivering something not just better, but beyond better”. The Front of House Concierge sits under the OneWelbeck Central Services and at the heart of the operating clinics at OneWelbeck to support and facilitate the delivery of this new models to meet these challenges. OneWelbeck Central Services is a central department interfacing with all centres located at OneWelbeck and is responsible for supporting and facilitating their delivery of care to patients. It works works closely with Centre Directors, Business Managers and Administrators of each centre to ensure a seamless care journey for patients and interface for referrers, doctors, and secretaries. Central Services also benefits from the support and advice from Welbeck Health Partners corporate departments such as the commercial and Referrer Engagement Teams to optimise their processes and strategies for continued improvement.
- Closing Date: Friday, May 31, 2024
- Salary: £26,500
- Location: 1 Welbeck Street, W1G 0AR
Key Responsibilities:
- Offering patients and visitors a positive first and lasting impression through warm professional
welcome and immaculate personal presentation
- Provide exceptional customer service in assisting patients with their travel on their arrival at
the clinic and after their appointments.
- Act as a security and provide confidence, safety assurance to the patients and be the go-to
person to deal with disruptive behaviour within the clinic in accordance with the company’s
policy.
- Facilitating a smooth patient care journey through to the centre efficiently with a patient
centred approach, issuing itineraries for patients with multiple appointments
- Work closely with the centres to ensure the patient service is appropriately covered in
response to service needs.
- Acquire good knowledge of all clinic services and consultants to be able to assist with patient’s
general queries.
- Maintain patient’s confidentiality in accordance with information governance and
confidentiality of care records.
- Enhances centre reputation by accomplishing new and different requests; exploring
opportunities to add value to role and exceed expectations at every point of patient contact.
- To help implement new ways of working to improve the private patient experience and
efficiency.
- Liaising with the Front of House Reception team and maintenance team in ensuring all
contractors are logged in and oversee contractors’ work within the site to minimize impact on
the day-to-day operation and minimal disruption to the patients and in the reception area.
- Comply with security and safety responsibilities, act as Fire Marshall and assist the Facilities
Department with the weekly Fire Alarm including emergency evacuation.
What we’re looking for:
- Experience in Front of House with a high-quality customer facing role, ideally gained within 5-
star hospitality environment.
- Confident in utilising MS Office (Word, Excel, Teams, Outlook)
- Patient centred approach
- A valid Door Supervisor License is required.
Key Skills
- Excellent interpersonal skills and diplomacy
- Excellent time management and organisational skills
- Attention to detail.
- The ability to work autonomously as well as part of a team.
- The ability to work across functions and to manage pressure.
- High levels of motivation
- Ability to communicate effectively both orally and in writing and to establish and maintain
cooperative working relationships.
- Experience handling confidential and sensitive information.
Other Benefits:
- Discretionary Bonus based on the company and personal performance.
- Private medical insurance
- Contributory Pension Scheme
- 25 days holiday (plus 8 bank holidays)
How to apply:
To apply: please email your up-to-date CV and cover letter to judy.barranda@onewelbeck.com