Client Relations Officer

Reporting to: Client Relations and Referrer Engagement Manager

Located in London\’s premier medical district and most iconic addresses, UME Health offers exceptional outpatient and diagnostic services in the areas of Cardiology, Orthopaedics, Sports Medicine, Podiatry, Ear, Nose and Throat (ENT), Executive Screening, and much more. Our world-renowned multi-disciplinary consultant and clinical teams, combined with our state-of-the-art diagnostic facilities, enable us to deliver the best possible care to our private patients. We offer a premium diagnostic advanced imaging service, combining high specification technology and expertise.

Our referring clinicians and patients are at the centre of everything we do. We provide services that are personal and tailored to each individual. We are passionate about providing the very best diagnostic and support services to medical professionals and our patients. With a swift pathway from referral to diagnosis, our team of dedicated experts respects the individuality of each patient and responds effectively to their needs in a relaxed and caring environment. Our clients trust us to look after their needs and deliver services and care in a way that they expect.

Key Contacts:

• Client Relations and Referrer Engagement Manager
• Director of Business Development
• Administrative and Clinical Teams
• External Clients and Consultants

Core Responsibilities and Key Accountabilities:

Client Relations:

• Act as the first point of contact for all client inquiries and requests, ensuring exceptional service delivery.
• Coordinate client appointments, consultations, and follow-ups, ensuring a seamless client journey.
• Handle and resolve client complaints and issues promptly and effectively, escalating when necessary.
• Maintain accurate and up-to-date client records and documentation
• Support the Consultant Privileges Manager in managing consultant schedules and availability.
• Assist with the onboarding process for new consultants, ensuring all necessary documentation is completed and verified.
• Coordinate communication between consultants and clients, ensuring timely and effective information exchange.

Administrative Support:

• Provide administrative support to the Client Relations and Consultant Privileges Manager.
• Assist in the preparation of reports, presentations, and correspondence as required.
• Maintain office supplies and ensure the smooth operation of office equipment.

General Duties:

• Act as an ambassador for UME Health, promoting our values and services at all times.
• Be proactive, transparent, open, and kind in all interactions.
• Adhere to company policies, procedures, and guidelines, ensuring compliance with regulatory requirements.
• Undertake any other reasonable duties as requested by the line manager.

Key Performance Indicators:

• High levels of client satisfaction and positive feedback.
• Efficient and accurate management of client and consultant schedules.
• Timely resolution of client issues and complaints.
• Compliance with UME Health policies and procedures.
• Person Specification – Client Relations Coordinator

Qualifications and Special Training:

• A degree or equivalent qualification in a relevant field (e.g., Business Administration, Healthcare Management).
• Training in customer service or client relationship management.

Knowledge:

• Understanding of healthcare services and client management.
• Knowledge of medical terminology and healthcare processes.

Skills and Experience:

• Excellent interpersonal and communication skills, both written and verbal.
• Strong organisational and time management skills.
• Ability to work independently and as part of a team.
• Proficiency in using Microsoft Office and client management software.
• Previous experience in a healthcare setting.
• Experience in a client-facing role.

Personal Requirements:

• Client-focused with a commitment to delivering high-quality service.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Empathetic and patient-centred approach.
• Professional appearance and demeanor.
• A proactive and innovative mindset.
• Flexibility to adapt to changing priorities and needs.