Pathway Work, Jobs (with Salaries)

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Quick apply
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Nurse Conscierge - Telephone & Virtual Care Nurse

Pall Mall Medical -
Remote

Quick apply

Job details

Full-time
From £30,000 a year

Qualifications

Care record keeping
Customer service call handling
Integration of care pathways
Inbound customer enquiry call handling
Clinical record keeping
Patient appointment coordination
Clinical patient assessments
Case note recording
Patient service
Decision making
Client services
Patient care
Patient-centred care
Customer support
Phone triage
Patient record updating
Communication skills
Time management
NMC

Full job description

Nurse Concierge - Telephone & Virtual Patient Care Nurse

Location: Remote (Work from Home)

Hours: Full Time – 40 hours per week

Contract: Permanent

Additional: Overtime opportunities available

About Pall Mall Medical

At Pall Mall Medical, we believe outstanding patient care doesn't begin on the day of surgery—and it certainly doesn't end when a patient leaves hospital.

Our patients place enormous trust in us during one of the biggest decisions of their lives. They deserve exceptional care, rapid access to expert advice and genuine reassurance whenever they need it.

As we continue to grow, we're creating a dedicated Nurse Concierge Team whose sole purpose is to deliver a truly five-star clinical experience before, during and long after surgery.

The Opportunity

This is not a ward nursing role.

It isn't a clinic nursing role.

It isn't a theatre role.

Instead, you'll become one of the most important people in a patient's journey.

You'll be the reassuring voice at the end of the telephone.

The nurse who answers questions before patients become worried.

The person who spots complications early.

The clinician who proactively checks in on patients throughout their recovery.

The nurse who makes every patient feel like they have their own dedicated Nurse Concierge.

If you enjoy building relationships, using your clinical judgement and delivering exceptional patient care, this could be the perfect role.

Role Purpose

To provide outstanding virtual nursing care to patients before and after surgery through telephone, email and digital communication.

The Nurse Concierge will become the central clinical contact for patients throughout their journey—providing reassurance, education, proactive follow-up, remote clinical assessment and rapid coordination of care where required.

The role combines exceptional customer service with safe clinical decision-making to ensure every patient receives a premium experience while maintaining the highest standards of patient safety.

The Role

The role has two equally important functions.

1. Reactive Clinical Support

Provide timely, compassionate and clinically safe responses to incoming patient enquiries.

You'll become the first clinical point of contact for patients contacting Pall Mall Medical with concerns before or after surgery.

You'll manage enquiries received through:

Telephone
Email
Patient portal
Internal referrals
Voicemail

You'll:

Answer patient questions
Provide reassurance
Give evidence-based advice
Assess symptoms remotely
Triage patients using approved pathways
Identify red flags
Escalate concerns appropriately
Coordinate urgent face-to-face reviews with clinic nurses
Liaise with surgeons, RMOs and hospital teams
Arrange appointments where required
Follow every concern through to resolution
Document all interactions accurately within the patient record

Typical enquiries include:

Pain management
Bleeding
Drain concerns
Swelling
Bruising
Dressings
Medication questions
Recovery expectations
Wound concerns
Possible infection
DVT / PE symptoms
Post-operative complications
General reassurance
Pre-operative questions
Administrative queries requiring clinical input

Rather than simply answering calls, you'll take ownership of each patient's concern until it has been appropriately resolved.

2. Proactive Patient Care

Deliver structured follow-up calls that create an exceptional patient experience whilst identifying problems before they become complications.

You'll proactively contact patients at key milestones including:

Pre-operative wellbeing calls
Day 1-3 post-operative recovery calls
Month 6 outcome review
Month 12 long-term follow-up
Additional welfare calls when clinically indicated

These conversations will:

Review recovery
Reinforce post-operative advice
Answer questions
Identify early complications
Reduce patient anxiety
Encourage adherence to aftercare
Improve satisfaction
Reduce unnecessary appointments
Escalate concerns where required

Our ambition is that every patient feels supported throughout their entire journey—not just before and during surgery.

Patient Experience Responsibilities

Deliver a genuinely five-star patient experience by:

Being easy to contact
Responding promptly
Following up when promised
Building trusting relationships
Showing empathy
Taking ownership
Making patients feel listened to
Making patients feel cared for
Removing unnecessary worry
Becoming a trusted clinical contact throughout recovery

No patient should ever feel forgotten.

Clinical Responsibilities

Telephone triage
Virtual nursing assessments
Escalation of urgent concerns
Clinical documentation
Safe remote decision making
Coordination of care
Liaison with consultants
Liaison with clinic nurses
Liaison with ward staff
Liaison with patient coordinators
Maintain NMC standards
Work within agreed clinical pathways

Although home-based, you'll work closely with:

Surgeons, Resident Medical Officers, Hospital Nurses, Patient Coordinators

Key Performance Indicators

Success in this role will be measured by:

Clinical

Safe triage decisions
Escalation accuracy
Clinical documentation quality
Compliance with protocols

Patient Experience

Patient satisfaction scores
Google & Trustpilot mentions
Compliments
Response times
Callback compliance
Resolution times

Person SpecificationEssential

Registered Nurse (NMC)
Minimum 3 years post-registration experience
Excellent telephone communication skills
Outstanding written communication
Strong clinical assessment skills
Excellent time management
Comfortable working independently
Confident using multiple IT systems
High attention to detail

Personal Qualities

We're looking for someone who is:

Helpful
Empathetic
Accountable
Resourceful
Teamworking

These qualities reflect our HEART values and should underpin every patient interaction.

Success After 12 Months

The successful candidate will have:

Become the trusted clinical voice of Pall Mall Medical
Built lasting relationships with patients
Improved patient satisfaction scores
Reduced unnecessary clinic attendances
Improved response times
Increased completion of structured follow-up calls
Identified complications earlier
Enhanced patient safety
Helped create one of the UK's leading virtual aftercare services

Why Join Pall Mall Medical?

We're building something different.

Rather than providing reactive aftercare, we're creating one of the UK's most proactive, personalised and clinically robust patient support services.

This role is at the heart of that vision.

You'll have the opportunity to influence how virtual nursing care is delivered across the business and help shape a service that patients genuinely remember for all the right reasons.

If you're passionate about combining excellent nursing with exceptional patient experience, we'd love to hear from you.

Pay: From £30,000.00 per year

Work Location: Remote

Quick apply

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