Job Title
Hospital Concierge Officer
Location
Cromwell Hospital, London SW5 0TU
Salary
£29,000 a year.
Working Hours & Shift Patterns
Full Time – 37.5 hours a week.
Monday to Friday with varying shift patterns between 05:30am and 8pm. Overtime rate payable for all hours before 07:00.
Saturday shifts (1 weekend in 3) from 6am to 2pm.
- Monday – Friday: 05:30 – 13:30*
- Monday – Friday: 06:00 – 14:00*
- Monday – Friday: 07:30 – 15:30
- Monday – Friday: 10:00 – 18:00
- Monday – Friday: 12:00 – 20:00
- Saturday: 06:00 – 14:00
Job Summary
Working in our UK support functions you’ll play a key part in helping our customer‑facing 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.
- Using 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.
- Conduct room orientation for all day‑case/inpatient arrivals.
- Keep up to date with the hospital’s recommended taxi services and hotels to ensure support to hospital visitors.
- Assist international patients with their inquiries, liaising with the hospital’s international patient centre to secure interpreters.
- Liaise with housekeeping, cleaning, and grounds‑keeping staff to ensure that safety and cleanliness standards are maintained.
Qualifications & Skills
- Proven experience of delivering customer services to an exceptionally high standard in a private healthcare or luxury hospitality environment.
- Front of house/reception experience.
- Great 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 when problem solving.
- IT literate.
- Excellent organisational skills.
Benefits
- Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell.
- Bupa health insurance as a benefit in kind.
- An enhanced pension plan and life insurance.
- Annual performance‑based bonus.
- Support with travel costs via a season ticket loan or cycle2work.
- Various other benefits and online discounts.
EEO Statement
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
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