At a Glance
- Tasks: Provide exceptional customer service to private patients throughout their care journey.
- Company: Join a supportive team at Practice Plus Group, dedicated to patient care.
- Benefits: Enjoy wellbeing perks, professional development, and increased annual leave with service.
- Other info: Be part of a friendly team that values empathy and professionalism.
- Why this job: Make a real difference in patients' lives while developing your skills.
- Qualifications: Experience in healthcare administration and strong communication skills are essential.
The predicted salary is between 24732 - 30228 £ per year.
Working as a member of the private patient team to provide a comprehensive customer service role, ensuring that all patients are dealt with in a professional, courteous and empathetic manner. As the main point of contact for private pay and insured patients throughout their pathway from first appointment through to discharge, providing excellent customer service and building rapport with patients to ensure their experience is positive.
The applicant will serve as a key member of the private patient team, delivering exceptional customer service by managing patient interactions professionally and courteously. This role involves guiding patients throughout their entire care pathway, fostering strong relationships and rapport to ensure a smooth, seamless, and positive experience at every stage.
Main duties of the job:
- Provide advice in all matters relating to the patients' appointments and keep them up to date during every step of their journey, both in person and over the telephone.
- Serve as the main contact for self-pay and insured patients from first appointment to discharge, delivering excellent service and building rapport.
- Provide appointment advice and updates in person and by phone.
- Maintain a professional, friendly, and responsive front-of-house presence during working hours.
- Use CRM systems to track patient progress, deliver timely information, and conduct courtesy follow-ups.
- Understand hospital processes, clinical procedures, and associated costs.
- Advocate for private patient services and help convert outpatients to surgery when appropriate.
- Collect patient medical histories and clinical info by liaising with GP surgeries.
- Manage patient pathways using CRM tools, ensuring data is accurate and complete.
- Liaise with private insurers for treatment approvals.
- Generate monthly reports on patient numbers and revenue.
- Manage customer satisfaction surveys and escalate issues as needed.
- Process payments and send invoices using payment and invoicing tools.
Teamwork:
- Collaborate with site colleagues, senior management, consultants, and scheduling teams.
- Coordinate with the national Private Patient Contact Centre to support appointment arrangements.
- Contribute to maintaining a cohesive, well-informed private patient service.
About us:
The ideal candidate will have:
- Strong organisational and administration skills
- Excellent telephone manner and verbal and written communication skills
- Experience in a customer service or bookings role that involved a high volume of telephone calls
- A sincere desire to be part of a team that takes great pride in helping patients
What you can expect in return:
- An extensive range of wellbeing and lifestyle benefits
- Being part of a friendly and supportive team
- The support you need to grow in your role and continue your professional development
- Increase days of annual leave with years of service
If you have any questions, contact Kerry.Mills@practiceplusgroup.com
Applicants must have the right to work in the UK.
Private Healthcare Coordinator employer: National health service
The London Ambulance Service NHS Trust is an exceptional employer, offering a dynamic work environment that prioritises patient safety and service improvement. With a strong commitment to employee development, including leadership training and apprenticeship programmes, staff are empowered to grow their skills while contributing to the health of London. The Trust's inclusive culture and focus on quality management ensure that employees feel valued and supported in their vital roles.
