Remote Patient Concierge

ABOUT MEDEFER

Medefer is a pioneer in virtual-first specialist healthcare. Founded by NHS consultants over a decade ago, we were delivering consultant-led virtual outpatient care well before “virtual hospitals” became a national priority. Our model has since been cited in government and NHS England material on the NHS Online vision as one of the service models informing this direction.

We sit at the intersection of clinical provider and technology company. Our CQC-registered service is powered by Medefer’s own electronic health record and referral platform, connecting GPs, consultants, diagnostic providers and hospitals into a single coordinated system. This approach has won multiple national awards for elective recovery, innovation and impact, and we now serve both NHS partners and private patients across the UK.

Medefer is built on three principles: innovate to solve real system problems, collaborate with clinicians and partners, and put patients first in every decision. As we scale across Integrated Care Systems and grow our private services, joining now means helping to define what modern specialist care looks like - and owning the financial strategy behind it.

Role: Patient Concierge

Location : Remote

Salary: £27,300 per annum

Hours: 35 hours per week: Monday to Friday participating in the following rota: 8am to 4pm, 9am to 5pm, 10am to 6pm.

Role Overview:

Join us in our mission to transform patient care and be part of a dynamic and innovative team. We pride ourselves on a supportive, collaborative and inclusive culture and you will have the opportunity to work alongside a team of intelligent, driven and compassionate people who care deeply about transforming the way healthcare is delivered.

Everything we do is guided by our values: Patient First, Inventive and Collaborative, and brought to life through our five behaviours: Open, Adaptable, Curious, Compassionate and Accountable.

Facilitating the delivery of outstanding care by being responsible for the co-ordination of administrative tasks and processes, ensuring these are managed in accordance with targets and agreed timescales. You are responsible for providing a high standard of professional and patient focused services across a range of specialities and modalities.

You will be the first point of contact for customers via multiple channels, including phone and email, responding to queries, concerns, and questions in a timely manner, listening to and addressing their needs and providing helpful solutions to their queries and requests. To support the team in providing a high level of administrative support, projecting a professional, helpful manner whilst always ensuring complete confidentiality. You will be responsible for ensuring that all correspondence received via the communications hub is actioned appropriately, and that any issues are raised immediately with the appropriate manager.

This role would suit someone who is comfortable with remote working and working with autonomy; and who has experience of working in a high-volume, fast-paced, customer-centric environment.

Key Responsibilities:

• As the first point of contact for our patient's and stakeholders you will handle and manage communications (through various methods including telephone calls both inbound and outbound, emails, Webchat , dealing with them promptly and accurately, to ensure the smooth running of the patient pathway, and enable the delivery of a high-quality service to our patients.

• Use advanced listening, probing and facilitative skills across a wide range of calls, ensuring patients and stakeholders’ needs are fully understood and documented.

• Manage a high volume of enquiries, using your own initiative to prioritise workload and call urgency.

• Pass on information accurately i.e. any changes to personal information requiring entry into the relevant information pages including patient databases.

• Deal with emergency calls (where appropriate) as a priority adhering to processes and procedures.

• Work within a dedicated hub/team to facilitate the smooth running of the patient journey by ensuring co-ordinated and streamlined administrative processes revolve around the patient and their individual needs. 

• Be responsible for providing excellent customer service within the helpdesk, answering queries by phone, chat and email, communicating clearly and patiently with various stakeholders including but not limited to; GPs, registrars, consultants and patients.  

• Provide cross-cover for other admin team members as required.

• Ensure patient records are maintained and that all correspondence is accurately captured.

• Be a role model demonstrating excellent communication skills and ensuring robust and open communication with all patients, staff, and clients. 

• Communicate information to patients that may require a sensitive, understanding manner. 

• Responsible for ensuring that the patient, family, and carers are at the centre of everything you do.

The ideal candidate will have:

• Incredible patient-focus, empathy, emotional intelligence and exceptional attention to detail.

• Excellent verbal & written communications skills with the ability to communicate effectively by phone, in writing, and in person.

• Advanced social & soft skills gained from experience dealing with the public.

• A minimum of 1 years’ experience in customer service/similar role.

• Have knowledge and understanding of RTT and DM01 reporting requirements

• Experience of dealing with high call volumes.

• Experience of working within a healthcare environment is desirable.

• Ability to remain calm and professional in a fast-paced environment.

• Strong organisational skills and attention to detail.

What we can offer you:

• Workplace pension scheme

• 28 days annual leave in addition to the normal bank holidays (pro-rated for part time hours)

• Private Healthcare Insurance

• Discount schemes

• Employee Assistance Programme

• Health and wellbeing scheme that provides free access to a confidential phoneline, GP and counselling services

• Career development and opportunities for progression and training

Working Arrangements & Key Terms:

• This is a permanent contract position being offered over the five-day working week.

• 35 hours per week, working on a shift rota covering hours 8.00am and 6.00pm with an unpaid lunch break. There may be requirement to work split shifts on certain hours due to call volume demands

• Must have the right to work in the UK.

• A relevant level DBS check will be requested at the point of offer, and this is funded by Medefer.

• Subject to two satisfactory employment references, one being the most recent employer.

• Copies of relevant qualifications should be shared prior to the commencement of employment.

A private and confidential space to work in at home when working remotely.

Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds.  

Medefer is dedicated to ensuring the safety and well-being of everyone who uses the company services or work within the organisation. In this role, you’ll help us to protect vulnerable people from harm and abuse. We require all team members to follow local safeguarding policies and complete necessary training to maintain a safe, respectful and proactive environment. Background checks are mandatory for successful candidates, and a commitment to safeguarding practices is essential.

Medefer contact details are provided for the specific purpose to support potential candidates and are not to be used to market services. The named individual has not consented to unsolicited marketing emails. ‘Direct marketing’ means the communication, by whatever means, of marketing material which is directed at individuals. Privacy and Electronic Communications Regulations (PECR) apply to unsolicited emails, for which the individual has not provided consent. Medefer takes the privacy of individuals very seriously and failure to abide by this notice will result in action taken.