Patient Services Concierge

Imperial College Healthcare NHS; City of Westminster; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Career development

Flexible working and wellbeing

Staff recognition scheme

Cycle to Work

Car lease schemes

Season ticket loan

Membership options for onsite leisure

Job summary

Imperial College Healthcare NHS is seeking proactive and enthusiastic individuals to join our Patient Service Centre, delivering excellent customer service and patient care to diverse patients awaiting diagnostics.

You will handle a high volume of calls, organise your workload, adapt communication to varied needs, and maintain confidentiality in all interactions, supporting the hospital’s efficient RTT performance and our Imperial values.

Responsibilities

• Welcome and assist all patients, families and visitors warmly, creating a calm and reassuring first point of contact for people from diverse cultural, linguistic and social backgrounds.
• Provide clear, compassionate information and reassurance, recognising that many patients may be anxious, distressed, or attending hospital at a vulnerable point in their lives.
• Adapt communication to meet differing needs (e.g. limited English, sensory impairments, cognitive or accessibility needs), using interpreters or other support where appropriate.
• Treat every patient with dignity, respect and sensitivity, ensuring everyone feels valued, included and supported.
• Handle enquiries and concerns professionally and empathetically, escalating promptly when necessary.
• Support patients in practical ways, including completing forms, accessing information, updating if clinics are running late and providing clear directions or way finding support.
• Respond courteously and promptly to telephone and email enquiries, ensuring consistent, high-quality service.
• Maintain confidentiality and adhere to data protection standards in all interactions and record-keeping.

Job description

Imperial College Healthcare NHS is seeking proactive and enthusiastic individuals to join our Patient Service Centre, delivering excellent customer service and patient care to diverse patients awaiting diagnostics.

You will handle a high volume of calls, organise your workload, adapt communication to varied needs, and maintain confidentiality in all interactions, supporting the hospital’s efficient RTT performance and our Imperial values.