Administrative Assistant

Bupa; Gateshead; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

25 days' holiday (increasing with ser­

Enhanced pension & life insurance

Digital GP access

Job summary

Mindplace Newcastle is seeking a dedicated receptionist/administrative assistant to manage front-desk operations, greeting customers and supporting the centre throughout their visit. You will handle inquiries, maintain records, and ensure a smooth patient journey from arrival to checkout, while safeguarding confidential information.

Candidates should have prior reception or admin experience in busy environments, strong communication skills, and familiarity with CRM/booking systems.

Qualifications

• Experience managing appointments and enquiries.
• Reception and administrative experience in a busy customer-facing environment.
• Excellent written and verbal communication skills.
• Ability to handle confidential information per data protection requirements.

Responsibilities

• Greet and welcome customers and support the customer journey through the centre to checkout.
• Answering, screening and forwarding incoming queries via phone and manage local mailbox and emails.
• Maintain a well-presented reception and waiting areas.
• Ensure reports are dispatched within the desired time frame and manage documents accordingly.
• Process payments, invoices, and charges upon customer departure.

Skills

Appointment management

Communication skills

MS Office

Data protection

Medical terminology

Tools

CRM systems

Database management

Job description

Mindplace Newcastle, Unit 1.88 St. Michaels Way, Metrocentre, Gateshead, NE11 9YG

Permanent, Full time, 37.5 hours.

Working Hours are between: 08:00 to 22:00 & rotational weekends 09:00 to 17:00 Saturday & 11:00 to 17:30 Sunday

Shift patterns are organised in advance and usually over 5 day week, with 1 day in lieu when working a weekend day.

We make health happen

We believe caring for your mind should feel as natural as caring for your body. That's why we're creating dedicated spaces with expert face-to-face support, grounded in nearly 80 years of trusted Bupa care.

As an employee at Bupa, our patients will be your top priority. With no shareholders, we reinvest our profits back into our business to give you the extra time and technology you need to make a difference to our patients every day.

We are looking for a dedicated individual to efficiently and effectively manage all administrative and receptionist activities. This role is essential for the smooth operation of our centre and is crucial in providing outstanding customer service. You will be a key support network, ensuring that every interaction with our customers, both adults and children, is special and memorable. Your commitment to excellent service will help create positive experiences for everyone who visits us.

You’ll help us make health happen by:

• Greeting and welcoming customers in addition to supporting the customer journey throughout the centre right through to a thorough checkout
• Answering, screening and forwarding incoming customer queries via phone calls and proactively managing local mailbox and emails
• Proactive in maintaining a well presented reception and waiting areas
• Ensuring customer reports are dispatched from centres within the desired time frame. This includes

effective management of abnormal results

• Ensure all customers have the correct paperwork to support their visit - appointment packs (where applicable), clinical file preparation and consent forms
• Effective results management (including receiving, scanning, and uploading) and follow-up of suppliers to ensure turnaround within the agreed SLA
• Ensure all customer details are correct, customers are arrived, appointments booked, changed, and rescheduled on EXACT/BOSS/Meddbase.
• Process of payments, invoices, added charges and credit notes upon customer departure
• Organise self to ensure a quick turnaround of documents, working in date order and prioritising to meet deadlines
• Post - collect, open, date stamp, distribute incoming post, and post outgoing post.
• Generate letters as required by the business.
• Monitor stocks and order goods when required.
• Process invoices/delivery notes as per Bupa policy
• Play an active part in ensuring well-presented facilities through pro-activity and effective escalation as and when required.

Key Skills / Qualifications needed for this role:

• Experience managing appointments, handling enquiries and maintaining accurate records.
• Previous reception and administrative experience within a busy customer-facing environment.
• Excellent communication skills, both written and verbal.
• Ability to deliver a professional, friendly and welcoming service to patients, customers and colleagues.
• Experience handling confidential and sensitive information in line with data protection requirements.
• Competent in using Microsoft Office applications and database, CRM or appointment booking systems.
• Well organised, reliable and proactive, with strong attention to detail.
• Knowledge of medical terminology, or the ability to quickly learn and understand medical terminology (desirable)

Personal characteristics:

• Flexible with hours, days and shift patterns
• Adaptable to a changing environment
• Resilient and driven to provide a world class service in challenging situations
• Effective time management.
• Ability to work autonomously in a busy environment.
• Understanding of the business environment.
• Ability to work well within a multi-disciplinary team

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days' holiday (increasing with service) + option to buy/sell
• Enhanced pension & life insurance
• Digital GP access
• Emotional and family wellbeing support
• Financial wellbeing resources
• Support for carers
• My Bupa Extras - discounts at your favourite retailers, plus a huge range of tools, content and information to support you with your wellbeing

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 make health happen by being brave, caring and responsible in everything we do.

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.

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.