Patient Contact Centre Advisor - Self Pay Team

Spire Healthcare Limited; Cardiff; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

35 days annual leave

Pension scheme

Spire for You platform

Free health screening (Bupa)

Private medical insurance

Life assurance

Job summary

Spire Healthcare Limited in St Mellons, Cardiff, is seeking a dedicated Patient Contact Centre Advisor to join our Patient Support Centre Sales team on a permanent, full-time basis. The role handles self-pay patient enquiries, converting warm leads into confirmed appointments while delivering high-quality service and achieving set targets.

You will work in a fast-paced, collaborative hub, with training provided. The package includes excellent benefits and a competitive salary.

Qualifications

• Customer-focused approach required.
• Proficient with multiple systems and technology.
• Enjoy fast-paced, collaborative environment.
• Strong communication and interpersonal skills.

Responsibilities

• Manage self-pay patient enquiries via telephone, email and online platforms.
• Handle enquiries from initial contact through to appointment booking.
• Convert warm leads into appointments and sales to meet KPI targets.
• Deliver a high standard of customer service in line with private healthcare expectations.
• Manage and prioritise your own workload effectively.
• Use multiple systems to support enquiry handling and booking processes.
• Promote Spire’s Values and Purpose, contributing to a culture of service excellence.
• Build positive relationships through clear and effective communication.

Skills

Customer service

Target-driven

Systems proficiency

Communication skills

Teamwork

Tools

CRM systems

Job description

Patient Contact Centre Advisor | Permanent | Full Time | St Mellons, Cardiff | Competitive Salary + Excellent Benefits

Spire Healthcare is recruiting Patient Contact Centre Advisors to join our Patient Support Centre Sales team based in St Mellons, Cardiff. This is an excellent opportunity for someone with strong customer service skills to begin or develop a career within private healthcare. Full training will be provided.

The Patient Contact Centre Advisor is responsible for managing self‑pay patient enquiries and converting warm leads into confirmed appointments, delivering a high standard of service while working towards agreed performance targets.

About the Patient Support Centres

The Patient Support Centres provide clinically aligned administrative services across inpatient admissions, outpatient activity and self‑pay pathways. The service supports the effective management of patient enquiries and booking processes on behalf of the hospitals it serves, ensuring accuracy and a high standard of patient experience.

Key Responsibilities

• Manage self‑pay patient enquiries via telephone, email and online platforms
• Handle enquiries from initial contact through to appointment booking
• Convert warm leads into appointments and sales to meet KPI targets
• Deliver a high standard of customer service in line with private healthcare expectations
• Manage and prioritise your own workload effectively
• Use multiple systems to support enquiry handling and booking processes
• Promote Spire’s Values and Purpose, contributing to a culture of service excellence
• Build positive relationships through clear and effective communication

About You

• Strongly target‑driven with a customer-focused approach
• Confident using a range of systems and technology
• Enjoy working in a fast‑paced, collaborative team environment
• Strong communication and interpersonal skills
• Able to work effectively within a hub while supporting a national sales framework

Working Hours

37.5hrs per week, worked across, Monday to Friday between 8:00am and 6:00pm.

Saturday: 9:00am – 4:00pm (as required)

What to expect during the selection process

• Stage 1: Online Assessments (20 mins)
  Short personality and judgement test. Successful candidates progress to Stage 2.
• Stage 2: Video Interview (20 mins)
  4 scenario‑based questions. Successful candidates are invited to a face‑to‑face interview.
• Stage 3: Face‑to‑Face Interview
  Visit a Patient Support Centre to learn more about the role and for us to get to know you

Benefits

• 35 days annual leave inclusive of bank holidays
• Competitive pension with flexible retirement options
• ‘Spire for You’ benefits platform with cashback and discounts
• Free Bupa health screening
• Private medical insurance
• Life assurance

Spire Healthcare is one of the UK’s leading independent healthcare providers, operating hospitals and clinics across England, Wales and Scotland. We are proud to be an equal opportunities employer and are committed to creating an inclusive environment where our people can thrive.

We reserve the right to close this vacancy early if sufficient applications are received.