Empathetic Patient Advisor for Appointments

Bupa; Kingston upon Thames; Hybrid; GBP 19,000 - 23,000; Part time

Benefits offered by this job

Annual leave 25 days + bank holidays

Company pension

Private healthcare

Employee travel loan

Job summary

Bupa’s New Victoria Hospital in Kingston upon Thames is seeking a Patient Advisor to join the Contact Centre. The role is permanent and 30 hours per week, covering Monday to Sunday 8am–8pm, to guide patients through enquiries, bookings and pricing with empathy and confidentiality.

You will collaborate with clinical teams to deliver seamless patient experiences, record interactions in CRM, and support pricing and referral processes across channels including phone, email, online and in person.

Qualifications

• Minimum customer service experience; healthcare exposure preferred.
• Ability to listen actively and respond empathetically to patient inquiries.

Responsibilities

• Handle patient enquiries across channels, book appointments and direct to medical secretaries when needed.
• Record interactions in CRM accurately and timely.
• Manage GP referral enquiries and coordinate across referral pathways.
• Prepare pricing documentation and support pricing requests with consultants’ teams.
• Explain admissions, billing and hospital policies clearly and collect payments securely.

Skills

Customer service

Healthcare experience

Telephony

Empathetic communicator

Problem solving

Written and verbal communication

Team player

Job description

Bupa’s New Victoria Hospital in Kingston upon Thames is seeking a Patient Advisor to join the Contact Centre. The role is permanent and 30 hours per week, covering Monday to Sunday 8am–8pm, to guide patients through enquiries, bookings and pricing with empathy and confidentiality.

You will collaborate with clinical teams to deliver seamless patient experiences, record interactions in CRM, and support pricing and referral processes across channels including phone, email, online and in person.