Remote Hospital jobs in London

Patient Experience Coordinator – Part-Time Sessional Service Provider

Integura Clinic – Bromley
Self-employed / Service Provider Contract
Part-time – broadly alternate weeks (one week on / one week off)
£13.50 per hour

About the Role

Integura Clinic is a specialist private clinic in Bromley providing consultant-led treatments in a professional, personal and patient-centred environment.

We believe that excellent patient care begins with the very first telephone call or email and continues throughout consultation, treatment and follow-up.

We are looking for an experienced Patient Experience Coordinator to provide patient-facing reception, patient liaison and administrative support services on a part-time, sessional basis.

This is not simply a desk-based administrative role. You will often be the first and last person our patients interact with and will play an important part in how they experience our clinic.

Essential Experience and Qualities

Previous experience in a patient-facing healthcare role is essential. This may include experience within a medical clinic, dental practice, hospital, healthcare service or similar patient-care environment.

Applicants should have:

• Previous experience communicating directly with patients in a healthcare environment.
• Excellent spoken and written English.
• A warm, caring and professional manner.
• Confidence communicating with patients face-to-face, by telephone and by email.
• Excellent attention to detail and organisational skills.
• Good general computer literacy.
• The ability to listen carefully and record messages and information accurately.
• The ability to work independently and use initiative.
• A proactive approach to patient care rather than simply waiting for instructions.
• Reliability, discretion and an understanding of patient confidentiality.
• A willingness to learn medical terminology, clinic procedures and treatment pathways.
• Pride in providing a consistently high standard of service.

Desirable Experience

The following would be advantageous but are not essential:

• Experience within private healthcare or dentistry.
• Experience conducting or supporting clinical/service audits.
• Experience administering patient satisfaction questionnaires.
• Experience collating and presenting patient feedback.
• Experience identifying areas for service improvement.
• Familiarity with healthcare governance, GDPR and information governance.

Key Responsibilities

The role will include:

• Welcoming patients and ensuring they feel comfortable and cared for.
• Managing telephone calls and patient enquiries professionally.
• Responding to patient emails and other communications.
• Booking, confirming and amending appointments accurately.
• Recording telephone calls, messages and required actions accurately.
• Developing a professional and friendly rapport with patients.
• Keeping patients appropriately informed if clinics are unexpectedly delayed.
• Offering refreshments and maintaining a welcoming reception environment.
• Making post-treatment wellbeing and follow-up calls.
• Supporting patient review and feedback requests.
• Liaising effectively with the clinician and other members of the clinic team.
• Maintaining an organised and professional reception environment.
• Ensuring appropriate handover of outstanding tasks and patient communications.
• Administering and collating patient satisfaction questionnaires.
• Assisting with patient-experience and service audits.
• Helping review patient feedback and identify opportunities to improve the patient journey.
• Contributing ideas to improve the quality of the clinic's service.
• Following clinic policies and procedures, including confidentiality, GDPR, information governance and patient safety requirements.
• Using clinic-approved systems and equipment when handling patient information.

Working Arrangement

This is a self-employed service-provider opportunity and not a permanent employed position.

Services are required according to clinic needs and are currently expected to operate broadly on an alternate-week basis (one week on / one week off). Days and hours will vary according to the clinic schedule.

There are no guaranteed minimum hours. The service provider will invoice the clinic for services provided.

Appropriate substitution or cover may be possible when unavailable, subject to the substitute satisfying the clinic's competency, confidentiality, induction and regulatory requirements.

Two-Stage Selection Process

Because this is a highly patient-facing role, appointment will not be based on CV and interview performance alone.

Stage 1 – Virtual Interview

Shortlisted applicants will attend an online interview to discuss previous patient-facing healthcare experience, communication skills, availability and suitability for the role.

Stage 2 – Paid Practical Assessment

Candidates progressing from the virtual interview will be invited to Integura Clinic for a paid half-day practical assessment.

This will provide an opportunity for the candidate to experience the clinic environment and for us to assess practical communication, patient interaction, organisation, attention to detail, initiative and approach to patient care.

What Matters to Us

Our systems, medical terminology and clinic-specific procedures can be taught.

What we particularly value is genuine care for patients, excellent communication, attention to detail, initiative, professionalism and taking ownership of the patient experience.

We are looking for someone who notices when a patient needs assistance, reassurance or information and takes appropriate action rather than waiting to be asked.

If you have previous patient-facing healthcare experience, enjoy looking after people and take pride in making every patient's experience as comfortable and professional as possible, we would be pleased to hear from you.

Pay: £13.50 per hour

Benefits:

• Free parking
• On-site parking

Work Location: In person