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 Central Services sits 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. OneWelbeck Central Services department 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.
- Salary: 39,884
- Location: 33 Wigmore St, London, W1U 1QX
Key Responsibilities (not exhaustive):
1. Supporting delivery of a smooth end-to-end service for patients from key referrers:
a. Interacting in person or via phone/emails with referrers and patients.
b. Guiding patients smoothly between appointments.
c. Arranging & delivering complex pathways.
d. Lead on implementation of a preferred referrer contact centre working alongside the Front of House team to provide and unrivalled seamless and coordinated access point for those referrers most important to Welbeck.
2. Relationship / account management, point of contact and issue escalation point for key referrers:
a. Maintain and grow existing relationships with third parties (e.g. GPs and healthcare concierge companies).
b. Respond promptly to resolve queries and issues raised by referrers and patients and implement processes to prevent reoccurrence where appropriate.
c. Escalate issues and areas identified for improvement to Centre Directors and stakeholders to promote continuing development.
3. Driving engagement with other external referrers by proactively identifying opportunities to:
a. Expand the existing referrer base and aid new business opportunities & connections.
b. ‘Add value’ and differentiate OneWelbeck in the engagement of external referrers.
c. Develop referrer relationships including hosting, supporting and organising meetings and events to drive these initiatives.
4. Support Joint Venture service improvement efforts:
a. Cultivate strong relationships with internal stakeholders such as centre directors, business managers, admin teams, corporate departments and consultants.
b. Collaborate with internal stakeholders, including centre directors and business leads, to raise awareness and to understand the importance and the referrer and patient experience.
c. Utilise customer/client feedback to gauge opportunities and areas for improvement, in order to support the continuous growth at Welbeck Health Partners.
d. Support and assist key services such as Health Assessment and Longevity service, Front of House, etc.
What we're looking for:
• Tenacious self-starter who has the confidence to set and follow an ambitious development agenda.
• Exceptional people skills with the ability to communicate and work alongside all levels of seniority.
• Attention to detail and a commitment to accuracy.
• Agile and flexible approach with the ability to work effectively in a fast-paced environment.
• An effective team player.
• Dedication to delivering the highest possible levels of customer service.
• Continuous proactive mentality, always on the lookout for areas where improvements can be made, connections and contacts within the centre can be utilised to ensure patients experience a seamless service.
Salary & Benefits:
• Discretionary bonus based on company & personal performance
• Private medical insurance
• Contributory pension scheme
• 28 days holiday
How to apply:
To apply, please email your current CV and cover letter to matthew.birchenough@onewelbeck.com