Job Description: Self-Pay Administrator

High Street Kensington Office, W8 5ED
Permanent, 37.5 hours per week
£30,900 + Excellent benefits

Working to a shift pattern of either 08:00 - 16:00 or 10:00 – 18:00, subject to change

We make health happen.

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each day.

Role Overview

As a Self-Pay Administrator, you will provide excellent customer service to existing and prospective self-pay patients. The successful candidate will provide a smooth and personalised service by understanding the reasons for seeking treatment and discussing knowledgably the various self-pay options, including different hospital packages.

You’ll promote the benefits of Cromwell Hospital/Canary Wharf, including consultants and treatments available, and assuring patients that they are in the hands of the most capable in the private healthcare industry. The role requires exceptional telephone and email communication skills, dealing with both incoming and outgoing calls and emails.

You’ll help us make health happen by:

• Delivering a seamless customer service, communicating professionally with our self-pay patients with information regarding treatment, pricing, packages, consultants available and appointment availability.
• Offering a concierge service supporting them on their patient journey.
• Acting as a key contact for consultants and medical secretaries to gain information about the self-pay process as well as receive quotations and further general support.
• Answering telephone, webform and email enquiries within the specified SLA timeframe, providing an exceptional customer experience at every opportunity.
• Supporting patients with finance applications where necessary and liaising with both our finance partner and Admissions Teams where required to facilitate a smooth patient journey.
• Understanding how to track self-pay patient activity from consultation to discharge, making recommendations to optimise the patient experience and meet the monthly revenue targets.
• Working with the Marketing Team to understand the drivers for self-pay patients and advise on optimising marketing performance.
• Supporting the rest of the Contact Centre when required in answering telephone calls and booking appointments for non self-pay patients
• Thorough understanding of product / service including opportunities to be gained.
• Adopting the prescribed approach to clearly explain services and procedures including handling obstacles to convert enquiries to confirmed bookings as appropriate.