Private Patient Coordinator in Manchester

We are looking for a new Private Patient Coordinator to join our Manchester West site. This will be 40 hours over 5 days per week.

Main duties of the job:

As a Private Patient Coordinator, you will play a pivotal role in delivering an outstanding, personalised experience for private patients, supporting them from their initial enquiry through to the completion of their treatment pathway. You will ensure that private clinics are set up and managed effectively, with all required administration completed to a high standard and within defined KPIs. You will act as the named point of contact for private patients, building trusted relationships and ensuring they feel informed, supported and cared for at every stage of their journey. This includes supporting patients before, during and after clinic appointments and treatment, and working closely with consultants and the wider multidisciplinary team to deliver excellence in patient care. The role also has a commercial focus, with responsibility for supporting solutions sales within hospital pathways, driving private patient enquiries, and increasing NHS to private conversion rates. You will manage incoming enquiries and referrals in a timely manner, provide clear information on available treatment and lens options, and support the growth of private patient activity. As the central point of contact for all private patient telephone and administrative queries, you will ensure effective communication between patients, clinic staff and external partners, contributing to both an exceptional patient experience and the continued success of the private patient service.

About us:

Newmedica is one of the leading providers of NHS-funded and private ophthalmology services in England. Our Purpose is to make a positive difference to people's lives. Our Vision is to change lives through better sight and eye health. We provide services for NHS CCGs, NHS Trusts and Foundation Trusts, and other providers of NHS funded services. We deliver over 160,000 patient interactions annually, including outpatient appointments, diagnostic testing and eye surgery. Our services are delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships.

Job responsibilities:

• You will be a named point of contact for private patients, and you will support them at all times during their journey with us, including during their time in clinic for appointments and treatment/surgery.
• Responsible for solutions sales within hospital pathways.
• Driving private patient volume from direct consumer enquiries.
• Ensuring all NHS patients are informed of lens solutions available to them in order to increase private patient sales volume.
• Increase private patient referral and conversion volume.
• Work collaboratively with a multidisciplinary team to deliver excellence within the private patient pathway.
• Monitor and improve NHS to private patient volume and conversion rates.
• Ensuring patient completion of lifestyle questionnaire to support delivery of personalised care.
• Meet and greet private patients on the day of their appointments and treatment/surgery.
• Be the link between the patient and the consultant, ensuring all relevant information is shared to support the patient's care and experience.
• Reminder calls to patients before their appointment is due to confirm and to see if they have any questions/concerns so they can be addressed.
• Completion of follow up calls day after treatment/surgery to check in on patients.
• Managing and dealing with private enquiries from patients and referrers and action within set timelines.
• Coordinate the daily, weekly and monthly private clinic schedules.
• Book follow-up appointments onto appropriate clinics.
• Managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedica's electronic patient record is up-to-date.
• To book patient appointments, ensuring that the patients' needs are met.
• To produce invoices relevant to the Patients' treatment.
• Take payment of the invoice either in advance or on the day of treatment.
• Work with the Private Insurance Companies to ensure smooth transactions.
• Ensure that all clinic correspondence is sent out in a timely manner.
• In the absence of private demand, support all other administrative duties within the service as directed by the management team.
• Maintaining a positive relationship with internal and external staff at every interaction.
• Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.

Customer Care:

• To act as first point of contact for any queries or complaints from private patients and any external agencies.
• Ensure all queries, voicemails or messages are actioned and responded to in a timely manner.

Person Specification:

Experience:

• Experience of working in a customer service-based environment and a passion for delivering excellent service and care over the telephone, via written communication and face to face.
• Experience of carrying out various administrative tasks and working in an administrative function.
• Experience of managing complaints or challenging situations and providing solutions to resolve issues.
• Experience of working in a healthcare environment would be advantageous but not essential.
• Experience of working in a sales-based environment would be advantageous but not essential.

Skills & Personal Attributes:

• Proven customer service skills with a passion for customer care.
• Outstanding telephone manner with the ability to adapt approach to different situations.
• Committed to delivery of consistently high standards in all areas of responsibility at all times.
• Proven administrative skills including the ability to follow processes.
• Good organisation skills and the ability to multi-task.
• Ability to reassure and support patients in a healthcare setting where people may be nervous or anxious about treatment.
• Able to balance working independently with appropriate escalation.
• Ability to effectively juggle and manage a busy and varied workload.
• Excellent verbal and written communication skills.
• Self-starter with the ability to work on own initiative, as well as working well within a team.
• Enjoys the routine and rhythm of a process driven environment.
• Excellent computer skills. Comfortable with Microsoft Office products and the ability to learn new patient record systems.

Disclosure and Barring Service Check:

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.