Patient Concierge Coordinator

We are seeking an enthusiastic and highly organised Patient Concierge Coordinator to join our patient services team.

As part of the exciting launch of our brand-new Fortius Concierge Department, this role is key to shaping and delivering a dedicated, white-glove service for our most elite clients. Whether supporting professional sports figures, ultra-high-net-worth individuals, high-profile figures, or patients who simply want an elevated level of personalised care, you will help set the benchmark for our premier of this type of service offering.

You will work alongside our Consultants, Medical Secretaries, Surgical Coordinators, and Clinic Teams to handle everything behind the scenes and on the floor. From fast-tracking bookings to arranging private transport and luxury stays, your job is to take the stress out of their care pathway and make sure every touchpoint feels exceptional.

The successful candidate must be agile and able to flex their skills across five different sites and deliver their work with a "patient first" mindset at all times.

Key Responsibilities VIP Patient Experience & High Profile Patient Care

Deliver a consistently high quality, personalised service to all VIP patients, ensuring their comfort, privacy, and expectations are exceeded at every stage.

• Provide a professional meet and greet service, escorting VIP patients through appointments, diagnostics, and pre /post operative processes.
• Act as the single point of contact for VIP patients, their EAs, agents or family offices, managing all enquiries, requests, and communications promptly and professionally.
• Coordinate bespoke VIP requests such as hotels, transport, hospitality, scheduling preferences, and all other special requests.

Patient Journey & Coordination

• Manage the full administrative pathway for VIP patients, including first request contact, appointment booking, pre assessment coordination, surgical scheduling, and follow up arrangements, in collaboration with consultant medical secretaires as appropriate.
• Liaise with consultants, nursing teams, theatre staff, and administrative colleagues to ensure VIP needs are clearly communicated and met without delay.
• Monitor patient progress throughout their visit, proactively identifying and resolving issues to maintain a smooth and stress free experience.

Documentation & Compliance

• Ensure all required documentation is completed accurately and in a timely manner, including registration/admission forms, consent forms, medical questionnaires, and legal compliance paperwork.
• Maintain accurate and up to date patient records, ensuring all interactions and service requests are logged appropriately.
• Uphold strict confidentiality and discretion at all times, adhering to GDPR and internal privacy protocols.

Operational Excellence

• Support the coordination of diagnostic tests, imaging, and pre operative requirements, ensuring timely completion and clear communication with patients.
• Gather and monitor VIP patient feedback, identifying opportunities to enhance service quality and contributing to continuous improvement initiatives.
• Work collaboratively with the wider clinic team to uphold service standards and ensure a cohesive, high performing VIP service offering.
• Supporting the Head of Customer Experience across key operational projects

Key Competencies

• Stakeholder Collaboration - Builds trust with Consultants, Medical Secretaries, and internal teams to deliver unified patient care
• Customer Focus - Delivers outstanding service with empathy and attention to detail.
• Professionalism & Discretion - Maintains confidentiality and handles sensitive information appropriately.
• Communication - Adaptable, clear, calm, confident in every interaction.
• Logistics & Planning - Manages complex schedules and competing demands effectively.
• Team Collaboration - Works well with multidisciplinary teams to support seamless patient care.
• Resourcefulness - Anticipates bottlenecks and solves problems before they impact the patient

Essential

• Proven experience in a luxury patient facing or customer facing role within healthcare, hospitality, luxury services, or similar.
• Demonstrated success managing end to end premium client/member experiences with measurable impact on satisfaction
• Exceptional communication and interpersonal skills, with the ability to build rapport quickly and professionally.
• Strong organisational ad operational skills with the ability to manage multiple priorities and work under pressure.
• Experience handling sensitive information with a high level of discretion, professionalism, and emotional intelligence.
• Ability to remain calm, proactive, and solution focused in a fast paced environment.

Preferred

• Background in a private healthcare.
• Established knowledge of London's luxury hotel, executive travel, and private transport options
• Knowledge of medical terminology and/or orthopaedic pathways.
• Experience writing and developing SOPs and service standards