Administrative Assistant

Bupa; Newcastle upon Tyne; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

25 days’ holiday (increasing with time

Enhanced pension & life insurance

Bupa health insurance

Discounted dental cover

Digital GP access

Wellbeing support

Employee volunteering days

Job summary

Mindplace Newcastle is hiring an Administrative Assistant for our Newcastle centre (Unit 1.88, St. Michaels Way, NE11 9YG). This full-time role is 37.5 hours per week, with shift patterns across 08:00–22:00 and rotational weekends.

You will manage reception, booking appointments, handle inquiries, maintain records, process payments and support a smooth patient journey with excellent service.

Qualifications

• Experience managing appointments and enquiries.
• Reception and administrative experience in a busy environment.
• Excellent written and verbal communication.
• Professional, friendly and welcoming service to patients.
• Experience handling confidential information per data protection rules.
• Proficient with Microsoft Office and CRM/booking systems.
• Well organised with strong attention to detail.
• Knowledge of medical terminology is desirable.

Responsibilities

• Greet and welcome customers and support the customer journey to checkout.
• Answer and screen incoming queries by phone and email, manage mailbox.
• Maintain a well-presented reception and waiting areas.
• Ensure appointment packs, clinical files and consent forms are ready.
• Process payments, invoices and credits on departure.
• Manage post and document organisation for quick turnaround.
• Monitor stocks and order goods as needed.
• Support SLA-driven delivery of reports and communications.

Skills

Appointment management

Reception experience

Record keeping

Customer service

Confidential info handling

MS Office

CRM systems

Data protection knowledge

Tools

Microsoft Office

CRM systems

Appointment booking systems

Job description

Job Description: Administrative Assistant – Mindplace 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
• Well-developed communication skills.
• 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

Benefits:

• 25 days’ holiday (increasing with service)
• option to buy/sell 3 paid volunteering days
• Enhanced pension & life insurance
• Bupa health insurance
• Discounted dental cover
• 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.

Please note: We reserve the right to close this vacancy early if we receive a high volume of suitable applications.

Time Type: Full time Job Area: Administration Locations: Mindplace Newcastle

Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.