Patient Experience Concierge

fortius; United Kingdom; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

26 days annual leave

Pension scheme

Private dental care

PMI

Professional development

Wellbeing programme

Collaborative environment

Job summary

Fortius is seeking a Patient Concierge Coordinator to join our patient services team. You will be the first point of contact for patients, referrers and visitors, delivering a warm, professional and personalised service throughout the healthcare journey.

You will coordinate appointments, manage enquiries and liaise with clinical teams to ensure a seamless patient pathway from initial contact through to treatment and follow-up care.

Qualifications

• Previous experience in a customer service, patient services, hospitality, concierge, or healthcare administration role.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to manage multiple priorities.
• High level of accuracy and attention to detail.
• Professional, empathetic, and patient-focused approach.
• Proficiency in Microsoft Office applications and database systems.
• Ability to work effectively both independently and as part of a team.

Responsibilities

• Provide a welcoming and professional concierge service to patients, visitors, and healthcare professionals.
• Manage patient enquiries via telephone, email, and face-to-face interactions.
• Coordinate and schedule appointments across multiple consultants and clinical services.
• Support patients throughout their treatment journey, ensuring they receive clear information and guidance.
• Liaise with consultants, clinicians, insurers, and external stakeholders to facilitate seamless care.
• Maintain accurate patient records and update internal systems in accordance with data protection requirements.
• Assist with admissions, referrals, bookings, and follow-up appointments.
• Resolve patient concerns and elevate issues appropriately when required.
• Support the achievement of departmental service standards and patient satisfaction goals.
• Undertake administrative duties including correspondence, reporting, and document management.

Skills

Customer service

Communication

Organisation

Attention to detail

Teamwork

Microsoft Office

Tools

Microsoft Office

Database systems

Job description

Fortius is seeking a Patient Concierge Coordinator to join our patient services team. You will be the first point of contact for patients, referrers and visitors, delivering a warm, professional and personalised service throughout the healthcare journey.

You will coordinate appointments, manage enquiries and liaise with clinical teams to ensure a seamless patient pathway from initial contact through to treatment and follow-up care.