Patient Access & Bookings Coordinator

RGIT Australia; Chelmsford; On-site; GBP 21,000 - 24,000; Full time

Job summary

Phoenix Hospital Chelmsford is seeking a highly organised Enquiries & Bookings Coordinator to join our Administration Team. This patient-facing role manages enquiries, coordinates bookings and supports patients, consultants and medical secretaries throughout the booking process.

You will be the first point of contact for many patients, requiring excellent communication, a professional telephone manner and a commitment to delivering an outstanding patient experience.

Qualifications

• Highly organised with ability to manage and prioritise a varied workload.
• Professional, dependable and confident when dealing with patients and healthcare professionals.
• An excellent communicator, both verbally and in writing.
• Confident and professional on the telephone.
• Accurate, with good numeracy and typing skills.
• Passionate about delivering excellent customer service and creating a positive patient experience.
• Able to work independently and use their own initiative.
• Driven and motivated to achieve targets.
• Detail-focused, particularly when handling patient and booking information.
• Positive, flexible and willing to go above and beyond when required.
• Previous sales experience is desirable, as is experience using Compucare, although these are not essential.

Responsibilities

• Respond to new and follow-up patient enquiries via telephone and the enquiries mailbox.
• Accurately record and manage enquiries using the CRM system, Monday.com.
• Manage patient bookings from initial enquiry through to confirmation, ensuring the process is efficient and thorough.
• Work closely with patients, consultants, medical secretaries and hospital departments to coordinate procedures and appointments.
• Respond to pricing enquiries using the standard Charge Master and escalate any pricing issues where required.
• Arrange pre-assessment appointments and provide patients with relevant information regarding their procedures.
• Prepare and communicate self-funding quotations where required.
• Liaise with insurance companies to obtain authorisation codes and resolve any issues promptly.
• Ensure relevant departments are informed of bookings, changes and late amendments.
• Compile medical folders in a timely manner to support clinical teams.
• Monitor conversion from enquiry to booking and contribute towards monthly targets.
• Identify gaps in services and liaise with the Business Development Executive where appropriate.
• Provide administrative support across the hospital and assist other members of the Administration Team when required.

Skills

Highly organised

Excellent communicator

Professional telephone manner

Accurate numeracy

Typing skills

Customer service focus

Independent working

Target driven

Detail focused

Positive and flexible

Compucare (desirable)

Tools

Monday.com

Compucare

Job description

Phoenix Hospital Chelmsford is seeking a highly organised Enquiries & Bookings Coordinator to join our Administration Team. This patient-facing role manages enquiries, coordinates bookings and supports patients, consultants and medical secretaries throughout the booking process.

You will be the first point of contact for many patients, requiring excellent communication, a professional telephone manner and a commitment to delivering an outstanding patient experience.