Patient Concierge Officer

Patient Concierge Officer – Cromwell Hospital (London)

Position: Patient Concierge Officer

Location: Cromwell Hospital, London, SW5 0TU

Salary: £29,000 per annum + fantastic benefits

Contract Type: Permanent | Full-Time (37.5 hours per week; Monday to Friday varying shifts between 05:30 and 20:00, plus Saturday shifts 06:00 to 14:00; overtime payable for hours before 07:00)

About Supportive Bridge Staffing Agency

At Supportive Bridge Staffing Agency, we take pride in connecting exceptional customer service, front-of-house, and administrative professionals with premier healthcare environments where a warm welcome and meticulous care set the tone for patient wellbeing. We are proud to partner with Bupa to source a dedicated Patient Concierge Officer for Cromwell Hospital. If you possess a passion for luxury hospitality or private healthcare and excel at delivering first-class interpersonal service, we want to hear from you.

The Role

As a Patient Concierge Officer, you will provide an effective, compassionate welcome service to all patients, consultants, and visitors, acting as the primary point of contact and ensuring the highest standards of customer care in line with Cromwell Business Standards.

Key Responsibilities:

• Serve as the first point of contact for all visitors, directing them to the correct hospital departments.

• Use scheduling software to identify welcome pathway requirements and facilitate next steps.

• Log patient arrivals onto the hospital system to monitor patient flow and appropriately manage wait times.

• Coordinate room orientation for all daycase and inpatient arrivals.

• Assist international patients with inquiries and liaise with the international patient centre to secure interpreters.

• Maintain up-to-date knowledge of recommended taxi services and local hotels to support visitors, and work alongside housekeeping and groundskeeping teams to ensure pristine safety and cleanliness standards.

What We Are Looking For

• Proven experience delivering customer service to an exceptionally high standard within private healthcare or luxury hospitality.

• Front-of-house or reception experience coupled with great communication and conflict resolution skills.

• An empathetic, proactive nature with a genuine passion for the patient journey and strong organisational abilities.

• Computer literacy, with the ability to interact seamlessly with IT scheduling systems while maintaining high-touch personal engagement.

Benefits & Rewards

Working through this partnership means you will gain access to Bupa's comprehensive wellbeing, financial, and healthcare benefits package:

• Time Off: Equivalent to 25 days annual leave (increasing with service, with options to buy/sell up to 5 days) and an inclusive bank holiday swapping policy.

• Health & Medical Cover: Bespoke medical insurance for eligible employees and their families, plus a free health assessment every two years.

• Financial Security & Family Support: Enhanced pension plan, life insurance, enhanced family leave provisions, and an annual Health Services Bonus Scheme.

• Perks & Travel: Support with travel costs via a season ticket loan or Cycle2Work scheme, alongside various online discounts.