About the Company
Spire Healthcare is a leading independent hospital group in the United Kingdom, committed to delivering exceptional care and patient experience. With 39 hospitals and 8 clinics across England, Wales, and Scotland, we provide a wide range of integrated healthcare services. Our mission is to put patients at the heart of everything we do, striving for clinical excellence and compassionate service. We foster a supportive and collaborative environment where every team member contributes to our goal of making a positive difference in people’s lives.
Job Description
We are seeking a dedicated and empathetic Patient Experience Assistant to join our team in Brighton. This role is crucial in ensuring that every patient interacting with our hospital receives the highest standard of care and support from their initial contact through to their recovery. You will be the front-line ambassador for our commitment to excellence, playing a vital role in creating a positive and welcoming environment for all patients and their families. This involves direct interaction, problem-solving, and continuous improvement initiatives to enhance the patient journey.
Key Responsibilities
- Serve as the primary point of contact for patients and their families, offering assistance, information, and support throughout their hospital visit.
- Proactively engage with patients to gather feedback on their experience, identifying areas for improvement and celebrating successes.
- Assist patients with non-clinical enquiries, navigating hospital services, and connecting them with appropriate staff or resources.
- Resolve patient concerns and complaints efficiently and with empathy, escalating complex issues to relevant departments when necessary.
- Maintain detailed and accurate records of patient interactions, feedback, and resolutions in accordance with hospital policies.
- Collaborate with clinical and administrative teams to ensure a seamless and coordinated patient journey.
- Contribute to the development and implementation of patient experience initiatives and service improvements.
- Provide administrative support to the patient experience team, including data entry, report generation, and scheduling.
- Ensure all patient interactions uphold the highest standards of confidentiality and professionalism.
Required Skills
- Exceptional interpersonal and communication skills, both verbal and written.
- Proven ability to empathize with patients and provide compassionate support.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Excellent organizational skills and attention to detail.
- Proficiency in using standard office software (e.g., Microsoft Office Suite).
- Ability to work effectively both independently and as part of a multidisciplinary team.
- A genuine passion for patient care and improving healthcare experiences.
Preferred Qualifications
- Previous experience in a customer service, patient relations, or healthcare administration role.
- Knowledge of healthcare operations and patient pathways.
- Experience with patient management systems or CRM software.
- NVQ Level 3 in Customer Service or a related field.
Perks & Benefits
- Competitive salary and annual leave package.
- Private medical insurance.
- Life assurance.
- Pension scheme.
- Extensive training and development opportunities.
- Employee assistance programme.
- Retail discounts and cashback schemes.
- Free parking on site (subject to availability).
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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