Healthcare Concierge Nurse

Descripción del puesto:

Healthcare Concierge Nurse Location: Cork Department: Health Services Type: Full-time, Permanent At Laya Healthcare, we are committed to delivering exceptional, personalised healthcare experiences for our members. Our Health Services team plays a vital role in supporting members throughout their healthcare journeys - providing expert clinical guidance, navigation, and reassurance at every stage. As we continue to enhance our member-first approach across digital and in-person channels, we are now hiring a Healthcare Concierge Nurse - a key role that will support members in accessing the right care, understanding their benefits, and making informed healthcare decisions. This is a unique opportunity to combine clinical expertise with a strong customer focus, acting as a trusted advisor and advocate while contributing to the ongoing development of innovative healthcare services. About the Role The Healthcare Concierge Nurse will engage directly with members across multiple channels - including phone, email, webchat, and online platforms - to provide clinical support, healthcare guidance, and assistance in navigating services and benefits. You will play a central role in empowering members with the knowledge and support they need throughout their healthcare journey, from initial queries to post-treatment follow-up. You will work closely with internal teams, healthcare providers, and external organisations to deliver a seamless, high-quality service experience. This role requires strong clinical expertise, excellent communication skills, and the ability to provide empathetic, member-focused support in a fast-paced environment. What You'll Be Doing Member Support & Clinical Guidance * Act as a trusted clinical resource for members, providing accurate medical information and guidance within scope. * Support members across phone, email, webchat, and online channels with a wide range of healthcare queries. * Provide clarification on medical procedures, terminology, and care pathways, helping members understand what to expect throughout their journey. * Deliver empathetic reassurance and empower members to make informed healthcare decisions. Care Navigation & Coordination * Assist members in locating appropriate healthcare providers, including GPs, specialists, and allied health services. * Support appointment booking across GP services, private hospitals, and other healthcare providers. * Guide members through pre-admission, admission, and discharge processes. * Connect members with relevant support services, including health and wellbeing programmes and external organisations. Benefits & Service Support * Provide clear information on Laya Healthcare products, benefits, and coverage. * Promote awareness of health and wellbeing services, supporting members to stay healthy and engaged. * Ensure alignment with efficiency and cost-containment strategies where appropriate. Relationship Management & Advocacy * Develop strong relationships with members, healthcare providers, and hospital personnel. * Act as an advocate for members, ensuring a high-quality and seamless experience. * Represent Laya Healthcare professionally across all interactions and engagements. Service Development & Continuous Improvement * Contribute to service improvement through feedback, insights, and member trends. * Assist with research on common member queries and healthcare service availability. * Participate in reporting, analysis, and ongoing service development initiatives. * Support marketing and corporate health initiatives where required. Governance & Compliance * Maintain patient confidentiality and adhere to all data protection and regulatory requirements. * Ensure accurate documentation and reporting of member interactions. * Escalate and manage complaints in line with company procedures. About You Essential * Registered General Nurse with active NMBI registration. * Minimum 3+ years' hands-on clinical experience. * Strong clinical knowledge and ability to provide guidance across a range of healthcare scenarios. * Excellent communication, interpersonal, and customer service skills. * Ability to work proactively, make decisions confidently, and manage member interactions effectively. * Strong organisational skills, attention to detail, and ability to work under pressure. * Good digital literacy and experience using systems for communication and documentation. Desirable * Experience in a customer-facing or patient-facing advisory role. * Knowledge of private healthcare systems or insurance-based services. * Experience in care coordination, telehealth, or case management. * Specialist clinical experience or additional qualifications. Regulatory Requirements As part of the Financial Regulator's Minimum Competency Requirements, you may be required to attain a Certified Insurance Practitioner accreditation or equivalent. If applicable, your Line Manager will confirm this and outline any associated CPD requirements. Why Join Laya Healthcare? At Laya, taking care of our people is just as important as taking care of our members. You'll enjoy: * Health insurance from day one * Hybrid working options * Competitive salary and annual bonus * Pension contributions * Generous maternity, paternity & adoptive leave * Continuous learning & career development * Access to wellbeing programmes and onsite gym facilities (where applicable) * A culture that values compassion, innovation, and excellence If you're passionate about delivering high-quality, member-focused care and want to play a key role in shaping the future of healthcare support services, we'd love to hear from you. Apply today and help us build a more connected, supportive healthcare experience