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