Patient Contact Centre Advisor

Spire Healthcare Group; Cardiff; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

35 days annual leave

Pension plan

Spire for you discount platform

Free car park

Free DBS

Private medical insurance

Life assurance

Job summary

Spire Healthcare Group is seeking a Patient Contact Centre Advisor based in Cardiff. You will ensure efficient patient bookings and a responsive support experience, handling high call volumes while maintaining clinic diaries and coordinating referrals and appointment letters.

The role emphasizes strong PC literacy, excellent communication, and the ability to work under pressure within a patient-focused team. This position is based at our Patient Support Centre in St Mellons, Cardiff.

Qualifications

• Demonstrable literacy and numeracy skills.
• Experience in a fast-paced office/customer service environment.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Provide and maintain an efficient bookings system for outpatients using SAP.
• Manage telephone lines effectively and promptly.
• Maintain an accurate diary for all outpatient clinics; arrange appointments and changes.
• Process patient referral letters and related documentation; confirm details with patients/consultants.
• Respond to enquiries from patients and clinicians in a timely, courteous manner.
• Demonstrate excellent interpersonal and communication skills and team collaboration.

Skills

Customer service

Telephone handling

Booking system

PC literacy

Tools

SAP

Job description

As a Patient Contact Centre Advisor, you will be responsible to ensure the provision and maintenance of an efficient patient customer service experience within the centre. Duties and Responsibilities:

• Provide and maintain an efficient bookings system for all outpatients using a computerised system (SAP)
• Manage the telephone lines in an effective and timely manner
• Provide and maintain an efficient diary for all outpatient clinics including both consultant and nurse led clinics (making and changing appointments, clinic changes and cancellations)
• Manage and process patient referral letters and any associated documentation, confirming details with patients/consultants and secretaries as appropriate
• Process patient appointment letters and any associated documentation, confirming details with patients/consultants and secretaries as appropriate
• Respond to enquiries from patients, members of the public and consultants in a timely, courteous, and efficient manner either by telephone or letter Demonstrable literacy and numeracy skills
• Track record of successful delivery in a similar role, in an office and / or customer service environment
• Experience of handling high call volumes in a fast paced environment
• High level of PC literacy and experience of using multiple systems and programmes
• Excellent interpersonal and communication skills
• The ability to work effectively as part of a team
• Able to work under pressure and to tight deadlines, with good organisational skills We commit to our employees well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent healthcare group in the United Kingdom, running 38 hospitals and over 50 clinics across England, Wales and Scotland. It provides diagnostics, inpatient, day case and outpatient care, operates a network of private GPs and provides workplace health services to over 800 corporate clients. It also delivers a range of private and NHS mental health, musculoskeletal and dermatological services For us, it's more than just treating patients; it's about looking after people. Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications

Patient Contact Centre Advisor | Cardiff PSC | Full Time | Permanent | Competitive salary plus excellent benefits. Please note that these vacancies are based in our Patient Support Centre in St Mellons, Cardiff Please note - Induction training will be held for 2 weeks (9am to 5pm) following this, shifts will vary between the hours of 8am to 6pm Monday to Friday with occasional Saturday shifts., We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays - pro rata
• Employer and employee contributory pension with flexible retirement options
• 'Spire for you' reward platform - discount and cashback for over 1000 retailers
• Free Car park
• Free DBS
• Private medical insurance
• Life assurance

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

• Driving clinical excellence
• Doing the right thing
• Caring is our passion
• Keeping it simple
• Delivering on our promises
• Succeeding and celebrating together