Job Postings

Sales Coordinator / Patient Care Co-ordinator

Click here to submit your resume for the Theatre Nurse/Operating Theatre Practitioner position

Reports To: The Operations Manager

About Us: Elanic is a multiple award-winning cosmetic surgery provider, headquartered in Glasgow.

Our Ethos: We help people achieve their goals through building confidence and self-esteem. We do this by caring – we build trust by acting with compassion, integrity and discretion. We are proud to say that our ethical and responsible approach to treatment and surgery has been making a positive impact on our patient’s lives since 2009.

Overview of Position:

The Sales Consultant is primarily a telesales position. The fundamental aspect of the Sales Coordinator’s role is to be the outward face of Elanic, to embody our ethos and broadcast our ideals of caring and compassion and build rapport with prospective clients.

The role of the sales consultant is to be the first point of contact for clients contacting Elanic. This contact could come through the completion of details on one of the Elanic and associated Brands’ websites thus generating a ‘lead’ in our proprietary CRM system, Salesforce. The responsibility of the sales Consultant is to respond to this lead by telephone usually or through email if the client has specified this. The Sales Consultant then should discuss the client’s interest in a given procedure, ascertain the body issue they have, be able to advise regarding suitability and pick a Practitioner to book the client in with. It is important that the Sales Coordinator asks pertinent questions to narrow down the likelihood of a client booking. The Sales Coordinator must be aware of clinic capacity and availability and preferential interests of the Practitioners. Elanic will teach our Curated Call.

The Sales Consultant will also be responsible for answering calls from prospective new clients who call the clinic.

It is not expected that Sales Consultants should be capable of giving Medical Advice and questions regarding medical issues should relayed to other members of the team.

The Sales Coordinators will work closely with the wider Elanic team to facilitate and maximise conversions.

Sales Consultants are required to accompany Clients during consultations and book accordingly.

Data entry and completion of tracker documents is vital and must be accurate.

Personal Attributes & Skills

Essential:

An awareness to abide by Elanic standards of compassion, empathy and ethics
A strong focus on customer care.
Excellent communication skills both written and verbal.
High proficiency of telephone sales ability
A desire to spend long periods on the telephone in a high-pressure environment.
A drive to achieve targets
A willingness to learn and adapt
PC literate with intermediate skills on all Microsoft Office packages.

Desirable:

Experience with Aesthetic or Cosmetic treatments including surgery.
Working knowledge of Clinic Office software package.
Familiar with workplace regulations (Health and Safety at Work; Data Protection; Employment Law & Practices).
Minimum of two years post experience in telesales
Prior experience of using Live Chat

Key Responsibilities and Duties

Customer Focus

Advising clients on all aspects of the procedures they may be interested in undertaking or they are booked in to receive
Promote clinic and its activitiesPatient Care

Patient Care & Co-ordination:

Act as the first point of contact for all new Clients
As part of the initial call process, ensure that the patient is fully informed of all costs, clinical implications of treatment, outcome and recovery expectations.
In the event that a Client does not book after consultation, the lead will be owned by the Sales Consultants until closure or conversion.
The setting up and agreement of any required follow up telephone calls or appointments which will be needed as part of the patient’s treatment plan or journey within the clinic.
This is a critical role within the clinic and it is the personal responsibility of the Sales Coordinator in this role to ensure that these duties are carried out to provide the best experience possible for the patient.

Service Delivery

To ensure the Clinic Capacity is maximised.
To ensure good liaison with other members of the team to give the best possible patient journey.

Key Measurements & Deliverables

All enquiries in normal working hours must be answered within 20 mins
Aim for 90% enquiries answered within 5 mins
Minimum conversion of enquiries to consultation of 40%
Aim for conversion of enquiry to consultation to be 50%
On day booking rate in consultation of 60%
>95% completeness on KPI indicator docs

(The above is neither inclusive nor exhaustive and other duties / objectives / goals may be reviewed and changed from time to time as business needs dictate and in agreement with job holder.)

Please apply by sending your CV to [email protected]

Theatre Nurse/Operating Theatre Practitioner

Click here to submit your resume for the Theatre Nurse/Operating Theatre Practitioner position

Reports To: The Theatre Manager

The Theatre Nurse is responsible for working as part of a theatre team in the care of patients prior to, during surgery and whilst in the recovery area and when required to work without direct supervision to carry out routine tasks within the department.

The Theatre Nurse will participate as a scrubbed and circulating member of the Theatre team during surgical procedures and carry out the necessary safety checks as set out within the clinic theatre department SOPs. During surgery the Theatre Nurse will observes patient’s condition, record required clinical observations and reports to theatre manager and variances or issues that may arise during surgery.

These duties will also include the preparation of, clearing and cleaning of the theatres in accordance with the daily operating lists requirements and the cleaning and preparation theatre equipment and instruments used for surgical procedures. Due to the nature and size of the theatre complex within the clinic part of the set ups on a daily basis will be to prepare the patient changing are and the recovery area to ensure sufficient supplies are available in line with the operating theatre lists.

The Theatre Nurse will be responsible for engaging with the patient on arrival in the area and for putting the patient at ease and answering any questions or outstanding concerns the patient may have

As a member of the Theatre team the Theatre Nurse will participate in the assessment and implementation of patient care needs within the Operating Department at every stage of the patient journey and ensure all patients are treated in a professional manner and that confidentiality is adhered to.

As part of the duties the theatre nurse will ensure that agreed stock levels are maintained and consumption levels are monitored and utilised effectively and that equipment and materials are clean and fit for purpose at the point of use.

During the recovery process the Theatre Nurse will liaise with the patient’s relatives and companions keeping them up to date with the patient’s progress and recovery.

At the end of each procedure the Theatre nurse will ensure that all documentation is present and complete and has been signed the relevant practitioners, thereafter the documents will be return to the Clinic Administrator

Personal Attributes & Skills

Essential:

RGN/NMC qualified with current registration and PIN.
Experience in Theatres with a minimum of two years post qualification experience.
Specific experience in Anaesthetics and Recovery (Anaesthetic Trained)
PC literate with intermediate skills on all Microsoft Office packages.
A strong focus on customer care.
Excellent communication skills both written and verbal.

Desirable:

Working knowledge of Clinic Office or equivalent Patient Admin software package.
Familiar with workplace regulations (Health and Safety at Work; Data Protection; Employment Law & Practices).
A certificate in Immediate or Advanced life support.
Experience of working in a laser safe environment

Key Responsibilities and Duties

Customer Focus

Excellent people skills in dealing with patients, relatives and companions who may be anxious and vulnerable, with the ability to put people at ease by demonstrating a calm professional approach.
Promote clinic and its service in a positive manner
Respond to customer complaints that relate to any issue that have occurred during a surgical episode.
Ensure that all patients leaving the theatre complex have all the required information including contact numbers; that patient have all the required discharge supplies (dressings, analgesia , etc.) and that they fully understand the next steps in their treatment pathway.
Participate in the clinics customer care program as a theatre representative as an when required

Patient Care

Assess, plan, implement and continuously evaluate patient care in accordance with specific cosmetic procedures / protocols to ensure the efficacy of the procedure and the optimal outcome. If at any point during the episode of treatment an adverse incident occurs or a poor outcome is achieved the nurse will engage the Clinic Manager or Medical Director.
Effectively and accurately document all patient observations and treatments and file / enter on to clinical systems as appropriate.
Chaperone patients during surgeon’s pre-operative consultation and consent process
Ensure patient confidentiality at all times and that the patient’s privacy and dignity are respected at all times
Have an understanding of and abide by the HIS Care Standards, specifically “Independent Specialist Clinics”, and adhere to the NMC professional code of conduct at all times.

Service Delivery

Conduct relevant pre theatre checks for patient going forward for surgery
Assist patients as required to dress / undress and gown for theatre.
Scrub in order to assist surgeon during procedures.
Participate post op visits for wound care and the removal of sutures
Ensure that the housekeeping in all areas of the theatre complex is up to the agreed standard.
Ensure that colleagues are appropriately trained on all equipment and processes where the Theatre Nurse has training and education responsibilities and assist with the instruction and orientation of new / temporary staff.
Ensure compliance with the requirements of the clinics Controlled Drug Policy and Infection Control policies are adhered to in theatre areas.

Key Measurements & Deliverables

Clinical Incidents / variances within theatre areas < 0.5% of all patient treatments
Zero non compliances on Controlled Drugs Audits within the Theatre
Zero Stock Outs or Losses on Theatre Consumables
>95% on Theatre internal audits with specific focus on Infection Control / Cleanliness audits.
< 5% of patients late to Theatre by >15mins

Quality & Business Objectives

Drive Continuous Improvement within the business ensuring that CARs are closed and implemented within 20 Working Days.
Net promoter score to be maintained at >75%.
Improve Theatre Availably – Time between cases <20 minutes
Reduce number of suppliers for theatre consumables by 10%
Internal Audit Compliance >95% for surgical patient records

Theatre Bank Nurse

Click here to submit your resume for the Theatre Bank Nurse position

Reports To: The Theatre Manager

The Theatre Bank Nurse is responsible for working as part of a theatre team in the care of patients prior to, during surgery and whilst in the recovery area and when required to work without direct supervision to carry out routine tasks within the department.

The Theatre Bank Nurse will participate as a scrubbed and / or circulating member and / or recovery Nurse within the Theatre team during surgical procedures and carry out the necessary safety checks as set out within the clinic theatre department SOPs. During surgery, the Theatre Bank Nurse will observe patient’s condition, record required clinical observations and reports to theatre manager and variances or issues that may arise during surgery.

The Theatre Bank Nurse will be responsible for engaging with the patient on arrival in the area and for putting the patient at ease and answering any questions or outstanding concerns the patient may have As a member of the Theatre team the Theatre Bank Nurse will participate in the assessment and implementation of patient care needs within the Operating Department at every stage of the patient journey and ensure all patients are treated in a professional manner and that confidentiality is adhered to. During the recovery process the Theatre Bank Nurse will liaise with the patient’s relatives and companions keeping them up to date with the patient’s progress and recovery.

At the end of each procedure the Theatre Bank Nurse will ensure that all documentation is present and complete and has been signed the relevant practitioners, thereafter the documents will be return to the Clinic Administrator

Personal Attributes & Skills

Essential:

RGN/NMC qualified with current registration and PIN.
Experience in Theatres with a minimum of two years post qualification experience.
Specific experience in Anaesthetics and Recovery (Anaesthetic Trained)
PC literate with intermediate skills on all Microsoft Office packages.
A strong focus on customer care.
Excellent communication skills both written and verbal.

Desirable:

Working knowledge of Clinic Office or equivalent Patient Admin software package.
Familiar with workplace regulations (Health and Safety at Work; Data Protection; Employment Law & Practices).
A certificate in Immediate or Advanced life support.
Experience of working in a laser safe environment

Key Responsibilities and Duties

Customer Focus

Excellent people skills in dealing with patients, relatives and companions who may be anxious and vulnerable, with the ability to put people at ease by demonstrating a calm professional approach.
Promote clinic and its service in a positive manner
Respond to customer complaints that relate to any issue that have occurred during a surgical episode.
Ensure that all patients leaving the theatre complex have all the required information including contact numbers; that patient have all the required discharge supplies (dressings, analgesia , etc.) and that they fully understand the next steps in their treatment pathway.
Participate in the clinics customer care program as a theatre representative as an when required

Patient Care

Assess, plan, implement and continuously evaluate patient care in accordance with specific cosmetic procedures / protocols to ensure the efficacy of the procedure and the optimal outcome. If at any point during the episode of treatment an adverse incident occurs or a poor outcome is achieved the nurse will engage the Clinic Manager or Medical Director.
Effectively and accurately document all patient observations and treatments and file / enter on to clinical systems as appropriate.
Chaperone patients during surgeon’s pre-operative consultation and consent process
Ensure patient confidentiality at all times and that the patient’s privacy and dignity are respected at all times
Have an understanding of and abide by the HIS Care Standards, specifically “Independent Specialist Clinics”, and adhere to the NMC professional code of conduct at all times.

Service Delivery

Conduct relevant pre theatre checks for patient going forward for surgery
Assist patients as required to dress / undress and gown for theatre.
Scrub in order to assist surgeon during procedures.
Participate post op visits for wound care and the removal of sutures
Ensure that the housekeeping in all areas of the theatre complex is up to the agreed standard.
Ensure that colleagues are appropriately trained on all equipment and processes where the Theatre Nurse has training and education responsibilities and assist with the instruction and orientation of new / temporary staff.
Ensure compliance with the requirements of the clinics Controlled Drug Policy and Infection Control policies are adhered to in theatre areas.

Key Measurements & Deliverables

Clinical Incidents / variances within theatre areas < 0.5% of all patient treatments
Zero non compliances on Controlled Drugs Audits within the Theatre
Zero Stock Outs or Losses on Theatre Consumables
>95% on Theatre internal audits with specific focus on Infection Control / Cleanliness audits.
< 5% of patients late to Theatre by >15mins

Quality & Business Objectives

Drive Continuous Improvement within the business ensuring that CARs are closed and implemented within 20 Working Days.
Net promoter score to be maintained at >75%.
Improve Theatre Availably – Time between cases <20 minutes
Reduce number of suppliers for theatre consumables by 10%
Internal Audit Compliance >95% for surgical patient records

Careers

Job Postings

Sales Coordinator / Patient Care Co-ordinator

Theatre Nurse/Operating Theatre Practitioner

Theatre Bank Nurse