Credit Control Team Leader

Permanent position based in Cromwell HSK, London (W8 5ED) with a salary starting from £47,700 plus fantastic benefits. Hybrid work is available (up to 2-3 days in the office) with a commitment of 37.5 hours per week.

Our purpose at Bupa is to help people live longer, healthier, happier lives. This role supports the Health Services business unit (Bupa UK) and is part of the Cromwell Hospital Billing & Credit Control team within the Bupa UK Commercial & Finance team. The role reports to the Billing & Credit Control Manager.

The role provides clear strategic direction, focus, and prioritisation to the credit control team to ensure that collection efforts are targeted to maximise cash flow and minimise aged receivables. The postholder will act as the link between operational credit control activity and senior finance leadership, translating data and performance insight into clear actions for the team.

How you'll help us make health happen:

• Provide strategic direction and focus to a team of 3 credit controllers; responsible for the recovery of approximately £30m of receivables across various payors including international customers, insurers, and NHS.
• Oversee the Company, Insurance, and NHS portfolios to manage the aged debt profile and escalate doubtful debts to the Billing & Credit Control Manager.
• Ensure the team liaises with customers to meet targets and reviews credit worthiness of new and existing customers.
• Manage own portfolio of accounts and achieve individual and team collections as targeted.
• Manage and monitor the relationship with the debt collection agency and approve payment of invoices submitted.
• Manage team workload and priorities, conducting operational one-to-ones with direct reports, developing and coaching, and setting targets/KPIs for the team.
• Ensure all account queries, complaints, and incidents are handled in a timely manner.
• Document processes and identify improvement opportunities.
• Implement revised approved processes to support compliance with financial governance and best practice requirements.
• Discuss accounts with patients and resolve queries raised by patients and doctors, liaising with other departments as necessary.
• Review accounts and prepare details for collection agencies and solicitors as necessary after discussion with the Billing and Credit Control Manager.
• Prepare accounts for write-off due to debt or courtesy discounts and prepare schedules of all debts over £15K for the Billing and Credit Control Manager monthly.

Key Skills needed for these roles:

• Experience with patient billing systems; Compucare and Report Generator experience desirable.
• Proficient in Excel, Word, and Outlook; intermediate Excel skills desirable including XLOOKUPs, pivot tables, and SUMIFS.
• Demonstrable experience in process improvement, control implementation, and stakeholder reporting.
• Confident in challenging existing processes and understanding complex systems.
• Strong influencing and collaboration skills, able to secure stakeholder buy-in.
• Flexible approach, adapting quickly to changing workloads and priorities.
• Proven ability to work to tight deadlines and manage competing priorities.
• Excellent written and verbal communication skills, adaptable to different audiences.
• Professional, articulate, and committed to integrity and transparency.
• Strong customer service orientation.

Benefits:

• 25 days holiday per year, pro rata to your contract.
• Access to a range of services to support your physical and mental wellbeing.
• Fixed term benefits allowance.
• Workplace pension.
• Online discounts covering everyday shopping, entertainment, eating out, and more.

Bupa is a Level 2 Disability Confident Employer, aiming to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We ensure fair treatment and offer reasonable adjustments as part of our recruitment process to anyone that needs them.