Bella Vou – Patient Coordinator
Our Lead Surgeon and co-founder of Bella Vou, Mr Amir Nakhdjevani, has been voted in the top 100 doctors in the world most dedicated to patient education for 2 consecutive years running. Bella Vou Pantiles Clinic offers clients a truly VIP experience from the moment of an initial contact being made to aftercare that extends to 12 months following treatment. Bella Vou provides outstanding, results-driven surgical and non-surgical cosmetic procedures. Our luxury clinic is purpose-built in the heart of Royal Tunbridge Wells, Kent.
Our clinic specialises in local anaesthetic, cosmetic surgery and non-surgical aesthetic procedures carried out in our theatres and treatment rooms at Bella Vou. We have the unique opportunity to get to know patients during surgery as patients are fully awake, and as part of training, our non-medical members of staff go into theatre to observe how a procedure is carried out. This is truly valuable as knowledge about our procedures, unique selling points and what makes us stand out is key to our success.
Our core values revolve around exceeding our most discerning patient's expectations of care and satisfaction. Our service is all inclusive and there are no additional costs for follow up appointments, support garments (where needed), medication, dressings etc. We also offer patients 24 hour access to a member of the team out of hours. The team rotate the emergency phone weekly and can respond to patients who need reassurance or support out of hours.
We go above and beyond the call of duty for our patients, arranging hotels, transport, lunch post-surgery, routine follow up calls the day after surgery, flowers delivered to home after surgery and excellence in pre and post surgical care.
We are equally, if not more accommodating for patients who have concerns as we are here to satisfy patients and the patient coordinators have a responsibility to reassure patients and deal with concerns as a team to ensure patient satisfaction.
Our fast-growing team of passionate colleagues work closely together to be leaders in patient care and satisfaction.
We have a fantastic opportunity for experienced cosmetic surgery or aesthetics patient coordinator to join our Bella Vou team.
This is a key role in the team and involves constant contact with patients via email, phone and face to face triage in clinic. You will be responsible for delighting patients with a memorable and positive 360 degree experience. Each patient is assigned to a patient coordinator who will look after all of their needs throughout their journey and we see this as an honour to support patients and deliver outstanding service to them.
- Delight patients who come into clinic, making them feel welcome, offering refreshments etc.
- Put anxious patients minds at ease and anticipate their needs and concerns and encourage and help them throughout.
- Clinic day management and triage.
- Helping patients understand the realistic outcomes and expectations of their treatment.
- Sending quotes and treatment information and providing support to patients making a decision about surgery resulting in patients booking surgery.
- Answering all patient queries in a timely and prompt manner, providing additional information and reassurance.
- Providing post-surgery care straight after surgery in the clinic and the following day by phone.
- Actively managing our RealSelf account to ensure top performance.
- Answering the phone and covering reception from time to time.
- Scheduling appointments and communicating with hospitals when needed
- Maintain strict confidentiality.
- Chaperone patients throughout the entire journey.
- Covering late shifts where needed. Any overtime worked can be paid or taken in lieu.
- A personal passion for aesthetics and knowledge of cosmetic procedures, both surgical and non-surgical.
- Exceptionally caring, enthusiastic and engaging towards patients and team.
- Self-motivated, focussed and highly organised.
- Flexible and adaptable to the needs of the business and patients, open evenings and occasional weekend clinics.
- Experience in patient coordinating role (12 months minimum experience) within cosmetics.
- Staying positive and courteous under pressure and able to deal with difficult situations.
- Driven and tenacious in meeting and exceeding targets.
- Passionate about Bella Vou and our values and delivering an outstanding patient experience without compromise.
- Experience with booking software, email and general IT skills.
- Job type: Full time position 42 hours per week (Typically Monday - Friday 8am - 5pm). Typically, 1 late shift per week and weekend work, typically once a month.
- Salary: £20,000 - £23,000 /year +a commission structure to achieve OTE of £27,000
- Leave: 20 days holiday plus a day off on your birthday
- Location: Tunbridge Wells Kent
- Perks: Staff Voucher for non-surgical treatments each year
- Pension Scheme
- Team-building activities and dinners
- Full training provided
- Working with clinicians in a medical environment: 1 year (Required)
- Patient Coordinator: 1 year (Required)
A-Level or equivalent (Required)
Staggered hours
- Remote interview process
- Personal protective equipment provided or required
- Temperature screenings
- Social distancing guidelines in place
- Virtual meetings
- Sanitisation, disinfection or cleaning procedures in place
If you would like to join our rapidly growing team please apply today and provide the information listed below. All applications are fully confidential. Due to the number of applications we receive, it's not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.
Please send us the following:
- Up to date CV
- Personal Statement as to why you are interested in this role and how you feel you would make a great candidate for Bella Vou
All CV’s and Personal Statements should be addressed to: Noula Friend - Clinic Manager