Patient Access Concierge

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Location : HCA UK at the Harborne Hospital – Birmingham, West Midlands

Type : Non-clinical

Hours : Full time, 37.5 Hours per week, Monday to Friday (occasional Saturday at an overtime pay rate)

Role : Patient Navigator

Permanent

Salary : Competitive experience + Benefits (pension, health cover, flexible benefits and excellent career development)

We’re looking for a Patient Navigator to join our Patient Access team based at The Harborne Hospital. This is your opportunity to become a vital part of the UK’s largest private healthcare provider. Candidates with a background in customer-facing roles (such as hospitality, private healthcare and retail) are encouraged to apply. Your interpersonal skills, positive attitude, and customer service experience will be invaluable in delivering 5-star patient experiences.

As a Patient Navigator, you will help to facilitate a seamless patient journey through the hospital by carrying out a comprehensive range of administrative services in a busy environment. You will build positive relationships with patients, colleagues and other stakeholders by providing a high level of personalised customer service.

What you’ll do :

• Ensure the necessary preparation is completed ahead of time for all patient arrivals to enable the Patient Access Service to run smoothly.
• Ensure the hospital’s lobby and patient waiting areas are tidy and well-presented at all times.
• Welcome patients and visitors with a friendly and professional demeanour, ensuring they feel supported, nurtured and valued from the moment they arrive.
• Personalise the experience for each patient by using their name and, where possible, accommodating their individual needs and preferences.
• Complete the registration process accurately to reflect the hospital medical record in a timely and efficient manner, ensuring all relevant patient documents are signed and scanned to the patient account, respecting the privacy of patients, and politely explaining the need for any actions.
• Direct patients to the waiting area, escorting them and ensuring they are comfortable.
• Keep patients informed of the status of their appointment, apologising if there are any delays, addressing queries, and providing clear communication.
• At the end of patient visits, ensure they are thanked for using the hospital, asked if they need further assistance, requested feedback on their experience, and given a warm and genuine farewell.
• Respond promptly to any patient or third-party requests, demonstrating empathy and understanding in every interaction.
• Coordinate and facilitate all patient bookings where applicable and support the patient with their onward journey.

What you’ll bring :

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.

We believe that by caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Patient Navigator, you’ll be eligible for :

How we can support your development :

Culture and values :

At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.

Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values :

Reasonable adjustments :

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.

International candidates :

HCA Healthcare UK hold a Tier 2 sponsorship licence which permits us to be able to recruit the best talent in the UK as well as overseas. The license allows us to support General Visas as well as the Intra-company Transfer Visa for candidates that meet the specific role requirements. Your recruiter will be able to discuss whether this would be applicable to you during the application process, as well as running through any potential financial support with relocation.

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