Admin and Support Services

Renal Relationship Manager - KCH

  • Location
    Kings College Hospital, SE5 9RS
  • Reports To
    Patient and Hospital Manager
  • Hours
    45 hours per week
  • Salary

About the job

Falck, the world’s leading emergency service provider, are now recruiting for a Renal Relationship Manager. The role is to deliver a safe, caring and efficient service to all renal patients being transported by Falck at Kings. 

This will involve a lot of communcation with the renal units, with Falck management, with ACA's and with patients.  You will be out and about on sites, meeting people and problem solving with an enthusiasm and desire to make things work better.  You will be the face of Falck at the renal units, you will be the main contact for the renal units.  You will need to understand how the renal units work and how to influence nurses and patients to make the journey work effectively.  Your end product can measured by journey KPI's and patient satisfaction.


  1. To be the main point of contact for all renal units at Kings College Hospital.
  2. To use Cleric to enter patient booking, book patients ready and to cancel and abort journeys.
  3. To identify issues and behaviours that cause failures in the service to occur and help find solutions. Escalate within Falck and to the renal units as appropriate.
  4. To work with the Patient and Hospital Manager to deliver a fantastic service with honest feedback to all stakeholders.
  5. To have a structured visit and meeting program for the renal units meeting patients and renal nurses.
  6. To review KPI’s from the previous day to understand and document failures and to contact patients and renal units to discuss the failures.
  7. To be reviewing on the day journeys to identify and avert potential failures.
  8. Visit new patients before starting on transport to assess mobility and access.
  9. Create individual letters for repeat failure patients listing action plan for resolution and recent performance updates.
  10. Create a communication for each of the renal units listing summary of performance and you said we did boards.
  11. Work with the Patient Experience team to improve patient feedback and engagement.
  12. Be trained as an ACA so that you can transport patients if required.
  13. To investigate incidents logged on GEMS to support the Hospital and Patient Manager.
  14. To support the provision of a caring, safe and professional service for all patients whilst in the care of Falck UK.
  15. To ensure that at all times patient safety remains paramount and that safe systems of work are adhered to regarding wheelchairs, clamps, seat belts etc.
  16. At all times follow company procedures for the collection, transport and handover of patients.
  17. To work to the Key Performance Indicators as set out in the individual contracts.
  18. To ensure that appropriate lifting and handling techniques are applied as per training when moving patients under non-emergency conditions, using appropriate equipment where necessary. This may include being part of a two person crew where manual handling lifting is required or supporting other staff when transporting bariatric patients.
  19. Carry out dynamic risk assessments (DORA) to assess hazards, then implement safe systems of work and reduce risks to yourself, patients and other persons involved.
  20. To ensure that all patient confidential information remains confidential as per GDPR legislation.
  21. To use all IT systems that are required such as GEMS to report incidents and Quintiq to manage your holiday and rosters.
  22. Ensure that health and safety guidelines are followed according to current policies and procedures.
  23. In the event of an incident you may be required to administer first aid commensurate to your training
  24. Report facts concerning accidents or incidents to control and hospital personnel in accordance with the organisations Serious and Untoward Incident Policy.
  25. To ensure that your uniform is clean, tidy and worn in accordance with the organisations work wear policy and must wear their ID badge at all times whilst on duty. Personal hats or any other personal item of clothing will not be allowed
  26. Where patient report forms are required these must be completed in accordance with the Company’s Patient Report Form Policy. 



  1. To ensure that statutory regulations and organisational policies and procedures are implemented and adhered to at all times.
  2. To take part in staff development programmes and annual development reviews and/or undertake further training if and when required.
  3. To act at all times in a manner consistent with legislation, policy and procedures in respect of Equality and Diversity.
  4. To work to the values of the organisation and display high standards of integrity and professionalism towards patients, clients and colleagues.
  5. To continuously develop and update own knowledge and skills within the job role and contribute to setting own work objectives.
  6. To undertake any other duties relevant to the post as may be assigned from time to time which are consistent with the post.
  7. You are to ensure that you maintain up to date Company policies and procedures and maintain their staff handbook together with any updates issued.

Here at Falck Ambulance UK, we offer an exciting and unique opportunity in a fast-growing division of a global leader in its industry. In return, we provide an enhanced holiday entitlement, training opportunities, childcare vouchers, Ride to Work schemes, auto-enrolment onto our contributory workplace pension and entitlement to our Employee Assistance Programme.

If you are interested in this position, please submit your CV to the Recruitment Team at





Job Description

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