Hospital Concierge Officer

Hospital Concierge Officer

Location: Cromwell Hospital, London SW5 0TU.

Employment type: Permanent, Full‑time – 37.5 hours a week. Shift patterns: Monday to Friday, 05:30am to 8pm, with overtime payable before 07:00.

Salary: £29,000 + Fantastic Benefits.

We make health happen. Working in our UK support functions, you’ll play a key part in helping colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters and make a difference to the lives of our customers each day.

Responsibilities

• First point of contact to all visitors to the hospital.
• Use scheduling software to identify patients/visitors welcome pathway requirements and facilitate next steps.
• Log patient arrivals onto the hospital system to monitor patient flow and manage any delay or wait times appropriately.
• Direct patients/visitors to the correct hospital departments.
• Provide room orientation for all day‑case/inpatient arrivals.
• Keep up to date with the hospital’s recommended taxi services and hotels to support visitors.
• Assist international patients with inquiries, liaising with the hospital’s international patient centre to secure interpreters.
• Liaise with housekeeping, cleaning and groundskeeping staff to ensure safety and cleanliness standards are maintained.

Key Skills / Qualifications

• Proven experience delivering high‑standard customer service in a private healthcare or luxury hospitality environment.
• Front of house/reception experience.
• Excellent communication skills, including conflict resolution.
• Passionate about the patient journey.
• Strong interpersonal skills with an empathetic nature.
• Ability to interact with IT scheduling systems while maintaining a high level of personal interaction with patients.
• Self‑motivated and proactive in problem solving.
• IT literate.
• Excellent organisational skills.

Benefits

• 25 days holiday per year, increasing with length of service, with the option to buy or sell up to 5 days.
• Inclusive bank holiday policy allowing swapping of up to four bank/public holidays for other days within the same leave period.
• Access to a bespoke medical insurance benefits package covering employees and eligible families.
• An enhanced pension plan and life insurance.
• Enhanced family leave and pay provisions to support birth parents, co‑parents, adoptive parents and carers through life’s most important moments.
• Annual Health Services Bonus Scheme.
• Support with travel costs via a season ticket loan or cycle2work.
• Free health assessment every two years for permanent UK employees, including a physical examination, consultation with a Bupa doctor, and a personalized health report.
• Various other benefits and online discounts.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job and provide reasonable adjustments where needed.

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