Patient Advisor

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

**Patient Advisor****New Victoria Hospital, Kingston upon Thames, KT2 7EG****Permanent (30hrs)****Monday – Sunday (8am-8pm)****Up to £21,278pa + 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**At New Victoria Hospital, we want to reward our staff for the amazing job that they do.As part of the team, you will have access to a range of benefits for your work and home life.We offer a variety of benefits that take into consideration how you commute to work, your health and well-being and recognising your service and any staff referrals you make to the Hospital.Take a look at the full range of benefits on offer when working here:* Annual leave entitlement of 25 days + bank holidays increasing with length of service* In-house training for all staff* Company pension scheme* Life assurance* Employee Referral Scheme* Access to subsidised staff restaurant* Interest free travel loan* Private healthcare (T&Cs Apply)* Bicycle Loan Scheme* Retailer discounts* Employee Assistance Programme**Part of a Globally Trusted Healthcare Group**When you join New Victoria, 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]