Patient Advisor

Bupa; City of Westminster; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave + holidays

In-house training

Company pension

Interest free travel loan

Private healthcare (after 12 months)

Bicycle loan

Retailer discounts

Employee Assistance Programme

Job summary

King Edward VII's Hospital in London is seeking a Patient Advisor to guide patients through enquiries, appointments, and pricing information, while delivering compassionate, clear communication across channels.

You will collaborate with clinical teams to create seamless patient experiences and ensure confidential interactions, with a strong focus on empathy and professionalism.

Qualifications

• Strong customer service and/or sales experience with excellent interpersonal skills.
• Healthcare/Medical experience (Essential)
• Telephony experience (advantageous)
• Empathetic communicator with confident listening abilities and emotional resilience.
• Strong problem-solving skills with a tenacious, proactive approach.
• Excellent written and verbal communication skills.
• A collaborative team player who demonstrates professionalism and embodies our values: Quality, Respect, Safety, and Teamwork.

Responsibilities

• Handle patient enquiries across all channels, booking suitable appointments and directing to medical secretaries when required.
• Deliver empathetic, professional support while accurately recording all interactions in the CRM.
• Manage GP referral enquiries and ensure smooth coordination across referral pathways.
• Prepare clear, timely pricing documentation and work with consultants’ teams to process pricing requests.
• Explain admissions, billing, and hospital policies in a patient-friendly way while ensuring secure fee collection.
• Gather market intelligence and support ad hoc commercial projects to aid wider business needs.

Skills

Customer service

Healthcare experience

Telephony

Empathetic communicator

Problem solving

Written and verbal communication

Team player

CRM

Tools

CRM

Job description

Patient Advisor

Location: King Edward VII's Hospital, 5-10 Beaumont Street, Marylebone, London W1G 6AA

Time Type: Permanent (37.5hrs) On Site (Hybrid Available After Probation)

Circa. £30,930pa + Fantastic Benefits

How you’ll help us make health happen.

Join our dedicated Contact Centre team and play a vital role in supporting patients at every step of their healthcare journey.

As a Patient Advisor, you’ll be the reassuring voice that guides individuals through enquiries, appointments, and pricing information — ensuring every patient feels cared for, informed, and confident.

Be the reassuring first point of contact for patients — guiding them to the right consultants and services, providing clear and accurate information, and ensuring every interaction is handled with empathy, professionalism, and confidentiality.

You’ll work closely with clinical teams to create seamless patient experiences and deliver timely, supportive communication across phone, email, online, and in-person channels.

Key Responsibilities

• Handle patient enquiries across all channels, booking suitable appointments and directing to medical secretaries when required.
• Deliver empathetic, professional support while accurately recording all interactions in the CRM.
• Manage GP referral enquiries and ensure smooth coordination across referral pathways.
• Prepare clear, timely pricing documentation and work with consultants’ teams to process pricing requests.
• Explain admissions, billing, and hospital policies in a patient-friendly way while ensuring secure fee collection.
• Gather market intelligence and support ad hoc commercial projects to aid wider business needs.

Key Skills / Qualifications

• Strong customer service and/or sales experience with excellent interpersonal skills.
• Healthcare/Medical Experience (Essential)
• Telephony experience (advantageous)
• Empathetic communicator with confident listening abilities and emotional resilience.
• Strong problem-solving skills with a tenacious, proactive approach.
• Excellent written and verbal communication skills.
• A collaborative team player who demonstrates professionalism and embodies our values: Quality, Respect, Safety, and Teamwork.

Benefits

• Annual leave entitlement of 25 days + bank holidays increasing with length of service
• In-house training for all staff
• Company pension scheme
• Interest free travel loan
• Private healthcare (Eligible after 12m)
• Bicycle Loan Scheme
• Retailer discounts
• Employee Assistance Programme

Part of a Globally Trusted Healthcare Group

When you join King Edward VII, you also become part of Bupa — a global healthcare leader with the scale, stability and expertise of a major international brand.

Being backed by Bupa means access to an extensive network of clinical and operational specialists, shared best practice from across the organisation, and the support of well‑established systems that help you grow, develop and deliver exceptional care.

Our size gives us strength, while our purpose keeps us personal.

We champion diversity and want our people to reflect the communities we serve.

Everyone is encouraged to “Be you at Bupa”, and we actively welcome colleagues from all backgrounds and experiences.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role.

We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: [e-mail]

Time Type: Full time

Job Area: Administration

Locations: King Edwards VII Hospital

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.