In 2010, Pall Mall was born, a family run business with a clear vision. Fast forward 16 years and we have massively developed the business, trebling our workforce and laying down clear and ambitious growth plans for the future.
Salary DOE
Hours Full Time | 40 hours
Location Remote
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.
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.
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.
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.
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 has two equally important functions.
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.
Pre-operative questions, 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.
Deliver structured follow-up calls that create an exceptional patient experience whilst identifying problems before they become complications.
Our ambition is that every patient feels supported throughout their entire journey—not just before and during surgery.
No patient should ever feel forgotten.
Success in this role will be measured by:
Person Specification:
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.
Helpful – We go the extra mile for patients and colleagues.
Empathetic – We listen, care and treat everyone with compassion.
Accountable – We take ownership and deliver on our commitments.
Resourceful – We embrace challenges and find solutions.
Teamwork – We achieve more by working together.
We’re proud to be an inclusive employer where everyone feels respected, valued and able to be themselves. We welcome applications from people of all backgrounds and are committed to creating a workplace where everyone can thrive.
Successful applicants will be invited to an interview at our Private Hospital in Newton-le-Willows. We can’t wait to meet you!
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