Job Description:
Overview
In 2010, Pall Mall was born, a family run business with a clear vision. Fast forward 15 years and we have massively developed the business, increasing our workforce threefold and laying down clear and ambitious growth plans for the future.
Our purpose is to provide on-demand, high quality private healthcare and cosmetic surgery that meets the needs and expectations of patients. 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.
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!
Working 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 enjoyable journey with us.
Duties
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.
Work Schedule
Shift patterns: Monday to Friday (rotating shifts 8:00am – 4:00pm, 9:00am – 5:00pm & 11:30am – 7:30pm) + 1 in 4 Saturdays (8:00am-4:00pm)
Requirements
- Proven experience in an office or administrative role is preferred.
- Strong data entry skills with attention to detail.
- Excellent organisational abilities to manage multiple tasks effectively.
- Good phone etiquette with the ability to communicate clearly and compassionately.
- Ability to work collaboratively within a team-oriented environment.
- A proactive approach to problem-solving and a willingness to learn new skills.
- 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
- IT skills, ability to demonstrate working knowledge of MS Office (Word, Excel and Outlook)
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
- Give you the day off on your birthday
- Contribute to your pension
- Offer 25 days of Annual Leave in addition to National Bank Holidays
- Provide you with flexible benefits that can be adapted to suit your lifestyle, such as discounted food and shopping
- Remain committed to our company HEART values and provide a safe and inclusive work environment
Our HEART Values:
Helpful
Whether you’re a patient or part of our team, we go the extra mile to help. From finding solutions to offering support when it matters most, we’re here to make every experience a positive one.
Empathetic
Your story matters to us. We put ourselves in your shoes and take the time to listen, understand the details, and make sure you feel cared for every step of the way. We do more than care, we ask ourselves – if you were one of our family members, how would we want you to be looked after?
Accountable
We take ownership of our actions and commitments, always striving for excellence. You can trust us to deliver on what we promise.
Resourceful
We’re tenacious, thorough and adaptable. With creativity and determination, we explore every possibility to find solutions that meet our patient's needs.
Teamwork
We believe we’re stronger together. By working as one team and supporting each other, we create an environment of collaboration and mutual support, where everyone feels connected and valued.
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.
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.
Are you the kind of person we are looking for? If so apply with your CV now.
Pay: £25,500.00-£28,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Financial planning services
- Free flu jabs
- Health & wellbeing programme
- Life insurance
- Sick pay
Ability to commute/relocate:
- Newton-le-Willows WA12 0JJ: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Please describe your experience in an administrative or bookings role, particularly within a healthcare or patient-facing environment.
- This role requires managing multiple appointments and priorities. Can you provide an example of how you have stayed organised and ensured accuracy in a busy workload?
- How would you handle a patient who is upset because their appointment needs to be changed or delayed?
- This role involves handling confidential patient information. What steps do you take to ensure confidentiality and accuracy when managing sensitive data?
Work Location: In person
