Patient Access Officer

HCA Healthcare UK; Street; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading private healthcare provider in London seeks a Patient Access Officer to join their Patient Access team. The role involves providing excellent customer service, managing patient information, and coordinating their journey within the clinic. Candidates with experience in customer-facing roles are encouraged to apply, with a focus on professionalism and empathy towards patients. A full-time position with opportunities for career progression is offered.

Benefits

25 days holiday plus bank holidays

Private Healthcare Insurance

Private pension contribution

Season Ticket Loan

Cycle to Work scheme

Group Life Assurance

Critical illness cover

Enhanced Maternity and Paternity pay

Corporate staff discount

Flexible health and lifestyle benefits

Qualifications

• Previous administrative experience in a client/customer-facing role.
• Strong interpersonal and communication skills.
• Excellent customer care skills.
• Ability to manage multiple tasks calmly.

Responsibilities

• Greet patients and visitors professionally.
• Engage with patients, addressing queries.
• Maintain accurate patient information.
• Coordinate patient bookings and manage waiting areas.

Skills

Administrative experience

Interpersonal skills

Customer care skills

Ability to remain calm under pressure

Job description

Overview

Patient Access Officer

London: The Harley Street Clinic/Outpatients

Full-time: 37.5 hours per week, Monday to Friday (occasional Saturday at an overtime pay rate).

Shifts will vary between 7:45am - 8pm. (Flexibility required to cover various shifts during these hours)

Permanent

We’re looking for a Patient Access Officer to join our Patient Access team based at The Harley Street Clinic. This is your opportunity to become a vital part of the UK’s largest private healthcare provider.

Candidates with a background in customer-facing roles—such as retail or hospitality—are encouraged to apply. Your interpersonal skills, positive attitude, and customer service experience will be invaluable in delivering a 5-star patient experience.

Your duties as a Patient Access Officer will include providing a comprehensive range of administrative services to consultants and other third parties that will assist in promoting the successful management of all aspects needed to facilitate a seamless patient pathway. In this role, you will be able to facilitate the patient’s experience by providing a 5-star and world class service to our internal and external stakeholders through a seamless patient journey with a high level of customer care at all times whilst handling a high volume of activity.

For candidates from retail or hospitality, this role offers a unique opportunity to bring your customer service skills into a healthcare environment, where you can grow professionally and have a direct impact on patient care. You’ll gain valuable experience in a clinical setting, with opportunities for career progression through internal and external training.

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in Patient Access, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.

What you’ll do:

• Greet patients and visitors with a friendly and professional demeanour, ensuring they feel supported and valued from the moment they arrive.
• Engage with patients throughout their journey, addressing queries, providing clear communication, and maintaining a welcoming environment.
• Respond promptly to any patient or third-party requests, demonstrating empathy and understanding in every interaction.
• Maintain accurate and up-to-date information on the hospital database during the patient journey.
• Formally pre-register or register all patients onto HCA databases.
• Ensure all relevant patient documents are signed and scanned to the patient accounts.
• Manage patient waiting areas to ensure the Patient Access Service runs smoothly.
• Coordinate and facilitate all patient bookings where applicable.

What you’ll bring:

• Previous Administrative experience in a client/customer-facing role (candidates with retail or hospitality backgrounds are encouraged to apply).
• Strong interpersonal and communication skills, with a positive attitude and the ability to empathise with patients and visitors.
• Excellent customer care skills, ensuring each patient’s journey is seamless and compassionate.
• Ability to remain calm and professional under pressure while managing multiple tasks.

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day.

As a Patient Access Officer, you’ll be eligible for:

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you.
• Private Healthcare Insurance for treatment at our leading hospitals.
• Private pension contribution which increases with length of service.
• Season Ticket Loan and Cycle to Work scheme.
• Group Life Assurance from day one.
• Critical illness cover.
• Enhanced Maternity and Paternity pay.
• Corporate staff discount for all facilities including Maternity packages at The Portland.
• Comprehensive range of flexible health, protection and lifestyle benefits to suit you.
• Discounts with over 800 major retailers.

Culture and values

At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.

Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:

• Unique and Individual: We recognise and value everyone as unique and individual
• Kindness and compassion: We treat people with kindness and compassion
• Honesty, integrity and fairness: We act with absolute honesty, integrity and fairness
• Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity

Reasonable adjustments

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.

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