Patient Coordinator - Outpatients

Full-time - 37.5 hours (working 5 shifts between the hours of 7am to 8:30pm Monday to Friday and 8am to 2pm every fourth Saturday). We make health happen. Working in our support functions you will play a key part in helping our customer-facing colleagues deliver exceptional patient care. No matter your role, you will have an opportunity to do work that matters, making a difference to the lives of our customers each and every day.

Role Overview

Under the general guidance of the Front of House Manager, you will be responsible for all activities on any Reception Desk in any area of the hospital. You will provide a link between the Hospital, Patients, Consultants or other users. Your responsibilities include:

• Coordinating patient registration, preparation of outpatient accounts, and receipting payment for hospital services.
• Acting and interacting with patients, consultants, staff, and visitors in a way that creates an experience in accordance with Bupa Cromwell Hospital's Service Vision “Every Patient is a VIP”.
• Meeting and greeting patients and visitors in a warm, respectful, and courteous manner at all times.
• Issuing Medical Record Numbers, front sheets, labels, and making up medical records and other administrative documents as required.
• Providing efficient and effective administrative support during user clinics, tests, or procedures.
• Dealing with letters of guarantee and liaising with insurance companies and Embassies as required.
• Responding to all enquiries regarding hospital facilities or redirecting enquiries to the correct departments when needed.
• Handling all Reception queries and complaints in a courteous and timely manner.
• Ensuring that all staff and Patients are fully aware of hospital charges and methods of payment.
• Implementing manual procedures during computer downtime and transferring information when the system is reinstated.
• Making follow-up bookings for patients after appointments and assisting patients with booking further tests or consultations.

Key Skills / Qualifications Needed For This Role

• Experience in a Customer Facing environment such as a 5* Luxury hotel, high-end retail, private hospital, or other experience involving interaction with high-profile clients and high levels of customer service.
• Assertive, articulate, and polite with good communication and strong interpersonal skills.
• Excellent telephone manner and organisational skills with attention to detail.
• Able to work on own initiative, prioritise work, and meet deadlines.
• Good timekeeping but prepared to be flexible.
• Ability to work under pressure and remain calm.
• Natural ability to empathise with patients and demonstrate genuine care.

Benefits

Our benefits are designed to make health happen for our people. Joining Bupa in this role you will receive the following benefits and more:

• Equivalent to 25 days holiday per year, increasing through length of service, with the option to buy or sell.
• Bupa health insurance as a benefit in kind.
• An enhanced pension plan and life insurance.
• Annual Health Services Bonus Scheme.
• Support with travel costs via a season ticket loan or cycle2work.
• Various other benefits and online discounts.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Cromwell Hospital has recently been awarded the Inclusive Employers Standard (Bronze), recognising its commitment to fostering an inclusive workplace. This prestigious accreditation highlights the hospital's dedication to diversity, equity, and inclusion, as well as the efforts of its teams, Executive Leadership, and the REDI (Respect, Equality, Diversity & Inclusion) Network.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

At Bupa we strive to ensure all our customers, patients, and staff are safe. All employees have a duty to ensure that safeguarding children, young people, and adults at risk is prioritised and acted on appropriately.