Patient Services Executive

Salary based on experience
Private hospital in Newton-le-Willows
Shift patterns

At a glance

Salary £25,500-£28,000 based on experience

Hours Full time: Shift patterns Mon-Fri (rotating 8:00am - 4:00pm, 9:00am - 5:00pm & 11:30am -7:30pm) + 1 in 4 Saturdays (8:00am-4:00pm)

Location Newton-le-Willows

Benefits

Company Pension
Discounted Private Health Care and Treatment
Medicash- Reimbursement for your healthcare needs
Day off for you birthday (qualifying period required)
Access to Perkbox discount retailer with 1000’s of money saving vouchers
Growing organisation with continuous opportunities and personal development

Company Summary

Pall Mall:
In 2010, Pall Mall was born, a family run business with a clear vision. Fast forward 13 years and we have massively developed the business, trebling our workforce and laying down clear and ambitious growth plans for the future. This year we were also recognised in the Sunday Times ‘Best Places To Work 2023’ list.

Our purpose is to provide on-demand, high quality private healthcare and cosmetic surgery that meets the needs and expectations of patients and our vision is to be recognised and respected as the most patient-centric private healthcare provider in the north-west, by providing our patients with the best possible care, treatment and outcomes.

Core Responsibilities

The role:
We’re looking for an organised, customer service focused individual to look after our patients, partners and surgeons.

You don’t need to have worked in healthcare before. We’re more interested in you as a person, than your experience or qualifications!

As a Patient Service Executive within our Hospital Bookings team, you’ll be an important part of the team. Essentially, your role will be to ensure that every customer (patient) that comes to our hospital has a smooth, safe and (where possible) enjoyable journey with us.

Working in a small, close-knit team, you’ll provide administrative support and customer service by:

Scheduling and coordinating surgical procedures and associated appointments
Arranging and liaising with anaesthetists, surgeons and theatre personnel to ensure the efficient running of theatres and treatment rooms.
Liaising with partners and suppliers, ordering equipment requested by surgeons.
General hospital administration
Assisting with invoices and finance.
Establish and maintain excellent working relationships with our surgeons and partners.
Overall support of business needs.
Being tenacious and willing to find solutions to problems, in order to ensure partners and patients have a 5-star experience at Pall Mall.

The key to success:

An understanding of the medical and cosmetic surgery market is not critical.

Instead, we’re looking for someone with the ability to deliver excellent customer service, be organised with key paperwork/details and communicate effectively with patients, partners and other colleagues.

It is desirable that applicants have the following:

Proven experience of working within a team within a service environment
Resilience and ability to work at pace
Experience of engaging with patients and other stakeholders to provide customer service and general problem solving
Confident and calm personality, understanding and empathetic approach
Good administration skills & experience within an office environment
Ability to communicate effectively with patients, visitors, colleagues, clients
Ability to work independently, flexibly, and professionally – dealing with stressful and changeable situations
Self-motivated and ability to prioritise
Organised and able to multi-task
IT skills, ability to demonstrate working knowledge of MS Office (Word, Excel and Outlook)

Quality Improvement

Understand job role and scope and identify how this can be developed over time

Maintain continual professional development in quality improvement, make recommendations on how quality in the organisation can be improved

Raise quality concerns and related risks with the relevant people and re-evaluate to ensure improvements have been made

Agree with others how practice could develop to improve quality and provide the appropriate support as service changes

Clinical Governance

Ensure compliance with policies, procedures and clinical guidelines for self and others

Continually monitor standards of care and contribute to improvement of care, through benchmarking, audit and research.

Communicate effectively and share best practice with the multidisciplinary team & others

To be aware of duties and responsibilities in relation to clinical risk management

Our HEART values

We will…

Remain a compassionate employer that values your skills and input to the business

Recognise your successes

Provide training and further development opportunities where applicable

Remain committed to our company PACCT values and provide a safe and inclusive work environment

Helpful
Being helpful means going the extra mile to support each other and our patients. It’s about being there when someone needs guidance, offering assistance without hesitation, and always looking for ways to make things better for others

Empathetic
Being empathetic means truly listening and seeing things from someone else’s perspective – whether that’s a patient needing reassurance or a colleague who’s having a tough day. It’s about making sure people feel understood and cared for.

Accountable
Being accountable means taking ownership of your actions and commitments. It’s about following through on what you say you’ll do and holding yourself to the highest standards – whether for a patient or a teammate.

Resourceful
Being resourceful means staying adaptable, creative and proactive in solving problems. It’s about thinking outside of the box and finding, smart, effective solutions to meet the needs of our patients and team.

Teamwork
Teamwork means working side-by-side, supporting each other and combining our strengths to create an environment where everyone can thrive. When we join forces, we can provide a better experience for our colleagues and reach new levels of success as a team.

Diversity and inclusion at Pall Mall:

As a responsible employer, Pall Mall is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong with togetherness. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of our patients.

Interview

Successful applicants will be invited to an interview at our Manchester Office – we can’t wait to meet you!