Job Description

Member Concierge

West End Health - Private GP & Wellbeing Service

North Wales | Full-time (initially fully on-site)

About West End Health

West End Health is a premium private GP and wellbeing service based in North Wales. We exist to provide members with timely access to excellent clinicians, preventative healthcare, and genuine peace of mind in a strained primary care system.

An important part of our offering is a Member Concierge service - someone who ensures our members are actively supported, advocated for and never left to navigate the healthcare system alone.

The role

We are looking for a

Member Concierge

to become a central part of our service delivery. This is a highly trusted, member-facing role for someone who genuinely cares, takes ownership, and is relentless in pursuing positive outcomes for patients.

Our GPs focus on clinical excellence. The Member Concierge ensures that what should happen next actually happens.

This is not a passive administrative role. It requires judgement, organisation, persistence and emotional intelligence.

Key responsibilities

Member support & advocacy

Acting as a consistent point of contact for members outside of GP consultations. Supporting members following GP recommendations, referrals and investigations. Stepping in when members experience delays, poor communication or barriers with third-party providers. Acting as a patient advocate to ensure issues are followed up and resolved.

Referrals & care navigation

Coordinating referrals to private consultants, diagnostics, physiotherapy, mental health services and other AHPs. Liaising with private medical insurers and self-pay providers. Where members choose not to proceed privately, liaising with a member's NHS GP to support onward care (within the Welsh system). Tracking referrals and follow-ups through to completion.

Day-to-day operational support

Answering the phone and handling member enquiries professionally and empathetically. Booking and managing GP appointments and health assessments. Providing administrative and organisational support to GPs. Maintaining accurate records and clear internal communication.

About you

This role will suit someone who is:

Kind, caring and calm under pressure. Highly organised and comfortable managing multiple cases at once. Proactive, persistent and personally invested in achieving good outcomes. Confident communicating with clinicians, patients, insurers and external providers. Professional, discreet and able to represent a premium service. Motivated by helping people, not just completing tasks. Extremely reliable.
Healthcare experience is helpful but not essential. We are far more interested in mindset, judgement and capability.

What we offer

The opportunity to play a key role in a growing private healthcare service. Close working with experienced clinicians and founders. The chance to grow with the business as West End Health expands. A role where your work has a direct, meaningful impact on people's lives.

How to apply

Please apply with a CV and a brief covering note explaining why this role appeals to you and what you would bring to it. Applications without either of the above will be disregarded.

Job Type: Full-time

Pay: From 26,000.00 per year

Benefits:

On-site parking
Work Location: In person