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Patient Co-ordinator (Health Screening)


Role: Patient Co-ordinator (Health Screening)

Location:  London

Contract: Permanent, full-time


Phoenix Hospital Group is a dynamic, fast growing independent hospital group which currently operates two hospitals in central London and Essex and two Harley Street outpatient and diagnostic centres.

We are currently looking for Patient Co-ordinator (Health Screening) to join our team.

Role Purpose 

To provide a first-class concierge service for patients and GPs, that will optimise appointment bookings for our health screening service and consultants.

About you

You will be someone who is passionate about providing a 5 star customer service and who understands the value of exceeding customer expectations.

You will a doer, who is able to adopt a flexible and adaptable approach, to ensure the highest level of customer care is delivered at all times.

You will have a pleasant, friendly and pleasing manner, exceptional communication and interpersonal skills and the confidence to manage multiple relationships and tasks at many different levels.

You will ideally have experience of working for a luxury/high end brand in a customer facing role. Whilst you may not have previously worked in private healthcare, your skills will be transferable.

This is a unique opportunity for you to work within a small, dynamic, fast growing independent private hospital group, renowned for providing outstanding patient centred luxury healthcare, within the Harley Street District of London.

Core Responsibilities

  • To respond to patients enquiries (email/phone) and convert into appointment bookings which will increase outpatient patient numbers for health screening & consultants
  • To liaise with the appointment bookings team, nurses and radiographers to ensure that diagnostic diaries are optimised and length of patient appointments are kept to a minimum
  • Liaise with GPs to ensure that rooms/forms/equipment are set up for health screening appointments and patient imaging reports are coordinated and supplied immediately once available
  • Chaperone patients during their health screening appointment, responding to patient needs and making adjustments to booking times if required, to ensure an exceptional patient experience is achieved
  • Liaise with Finance, Front Desk and patients to take patient payments and ensure all appointments are fully paid for
  • Coordinate patient health screening reports with GPs & radiologists to ensure all are produced and sent to the patient within an agreed timeframe
  • Appraise the management team of any operational issues that may affect the delivery of health screening & referral services
  • Coordinate and direct GP referral enquiries to ensure internal consultants are referred to and consultant bookings increased
  • Ensure patient records are stored securely and GDPR and all other legislative laws are adhered to
  • Produce monthly reports that monitor patient enquiry conversion/appointment booking rates and measures the success of the service
  • Provide additional support to the bookings team and other departments as required and requested by manager
  • Any other reasonable request as requested by management

Skills and Qualifications

  • Educated to a GCSE standard as a minimum (or equivalent)
  • Private health care experience preferable
  • Experience in providing 5 star customer service
  • Excellent verbal and written communication skills
  • Exceptional interpersonal and relationship management skills
  • Experience in using patient management booking system or similar database
  • Excellent organisational & prioritisation skills with strong attention to detail
  • Microsoft Office skills essential (Word, Excel, PowerPoint)

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