Private Patient Co-ordinator in Birmingham

Spire Parkway Hospital have an exciting opportunity for a Private Patient Coordinator to join their team on a full time basis. The high-profile role is in place to support patients and consultant colleagues navigate suitable private pathways and treatment options. The Private Patient Coordinator will predominantly support Self-Pay patient enquiries at either enquiry, outpatient or in care stage as well as providing support for patients with private medical insurance. The role will support the conversion of warm leads into appointments and admissions to meet key performance targets whilst delivering our Purpose of providing ‘outstanding personalised care.’

Spire Parkway Hospital in Solihull, West Midlands offers a comprehensive range of private hospital services. Our hospital is rated Good by the CQC for all parts of the inspection except for Patient Care, which is rated Outstanding. The report states, “Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.” Our dedicated hospital team are passionate about excellent patient care and we offer a range of specialist treatments to patients across Birmingham, Warwickshire and the West Midlands. This includes diagnostic services, rehabilitation, cutting-edge surgical procedures and excellence in specialist fields like orthopaedics, women’s health and cancer care. We have 51 bedrooms and five operating theatres.

Duties and responsibilities:

• Manage inbound Self-Pay patient enquiries, in person, over the telephone and online/email, from initial enquiry through to booking in a timely and conscientious manner.
• Handle own workload effectively.
• Use of digital systems such as CRM/Workflow/Pricing.
• Communicate clearly and effectively with prospective patients via telephone and email, to provide information regarding pricing, procedures, consultants, availability taking bookings and payments where appropriate.
• Manage all Self-Pay patient enquiries, both over the telephone and online/email, from initial enquiry through to booking ensuring patient enquiry resolution.
• Work to agreed KPIs with a positive and proactive customer-focused attitude.
• Provide support and guidance to consultants and their patients.
• Convert warm leads into appointments/sales in order to meet key performance targets.
• Take payments for planned diagnostics and treatments.
• Act as a change champion for new ways of working including digital tools.
• Demonstrate excellent communication, interpersonal and relationship building skills.
• Utilise a variety of systems that support the prioritisation and managing of your workload.
• Liaise with consultants and medical secretaries on consultant fee information ensuring these are maintained appropriately in the relevant systems.

Who we're looking for:

• To be able to demonstrate excellent customer service skills and a confident approach to handling a variety of systems.
• Experience of working in a similar position.
• Comfortable handling sensitive conversations.
• Enjoys working in a collaborative, fast-paced team environment.
• Be able to work effectively to a national sales framework.
• Strong communication skills, demonstrating an ability to positively lead teams across multiple locations.
• Demonstrable ability to process data effectively and accurately.
• The ability to work in a methodical, systematic way.

Benefits:

• We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:
• 35 days annual leave inclusive of bank holidays.
• Employer and employee contributory pension with flexible retirement options.
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers.
• Free Bupa wellness screening.
• Private medical insurance.
• Life assurance.
• Save an average of £50 per month with our free onsite car park.

We commit to our employees’ well-being through work-life balance, ongoing development, support and reward.

Our Values:

• Driving clinical excellence.
• Doing the right thing.
• Caring is our passion.
• Keeping it simple.
• Delivering on our promises.
• Succeeding and celebrating together.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care. Spire Healthcare are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all.