Patient Customer Service Advisor

Office Collective; Limpsfield; On-site; GBP 22,000 - 28,000; Full time

Job summary

Office Collective in Oxted (England) is seeking a Customer Service Advisor - Private Healthcare to join the Patient Services team. This role is office-based, full-time (40 hours), and involves helping patients from initial enquiry to follow-up care.

No healthcare experience is required; strong transferable customer service and admin skills are welcomed. You’ll interact with patients, book appointments, and use CRM and digital systems while supporting a growing private healthcare business.

Qualifications

• Warm, friendly and naturally engaging.
• Confident speaking with people over the telephone.
• Empathetic and able to put people at ease.
• Organised with strong attention to detail.
• Proactive and willing to take ownership.
• Confident using technology and learning new systems.
• Calm and professional in sensitive situations.
• Supportive and reliable team member.
• Healthcare experience welcomed but not essential.

Responsibilities

• You will be one of the first points of contact for patients, supporting them from their initial enquiry through to appointments and follow-up care.
• Answering patient enquiries by telephone and email.
• Booking and coordinating appointments.
• Providing patients with clear information and updates.
• Supporting patients throughout their care journey.
• Maintaining accurate and confidential patient records.
• Liaising with clinicians and other members of the clinic team.
• Taking ownership of enquiries and resolving problems.
• Escalating sensitive or complex matters when required.
• Using booking, CRM and digital systems.
• Helping the team continually improve the patient experience.

Skills

Customer service

Communication

Organisation

Empathy

Telephone skills

Team player

Tools

CRM systems

Booking software

Job description

Oxted | Full-time | 40 hours per week | Office-based

Are you great with people and confident delivering excellent customer service?

We are looking for a warm, organised and proactive Customer Service Advisor - Private Healthcare to join the Patient Services team of a fast-growing private healthcare business in Oxted.

You do not need previous healthcare experience. You could currently be working in customer service, hospitality, reception, administration, professional services or another people-focused role.

What matters most is that you communicate well, enjoy helping people and can remain calm and reassuring when someone needs support.

What You'll Be Doing

You will be one of the first points of contact for patients, supporting them from their initial enquiry through to appointments and follow-up care.

Your responsibilities will include:

• Answering patient enquiries by telephone and email
• Booking and coordinating appointments
• Providing patients with clear information and updates
• Supporting patients throughout their care journey
• Maintaining accurate and confidential patient records
• Liaising with clinicians and other members of the clinic team
• Taking ownership of enquiries and resolving problems
• Escalating sensitive or complex matters when required
• Using booking, CRM and digital systems
• Helping the team continually improve the patient experience

You will receive support and training to help you understand the organisation's services and systems.

What We're Looking For

You may already work as a Customer Service Advisor, Patient Services Advisor, Receptionist, Administrator, Care Coordinator, Client Services Executive or in a similar customer-facing position.

You will ideally be:

• Warm, friendly and naturally engaging
• Confident speaking with people over the telephone
• Empathetic and able to put people at ease
• Organised with strong attention to detail
• Comfortable managing several priorities
• Proactive and willing to take ownership
• Confident using technology and learning new systems
• Calm and professional in sensitive situations
• A supportive and reliable team member

Previous healthcare experience would be helpful, but it is not essential. Applications are welcomed from candidates with strong transferable customer service and administrative skills.

Working Hours

This is a full-time, office-based position in Oxted, working 40 hours per week across a rotational shift pattern.

The shifts are:

• Early shift: 7:00am-4:00pm
• Late shift: 11:30am-8:30pm

The rota covers Monday to Sunday, but early, late and weekend shifts are shared fairly across the team. You will not work every evening or every weekend.

Please ensure you can travel to Oxted for the relevant shift times before applying.

Why Join?

The business opened its first clinic in Oxted in 2024 and has since expanded into Cobham and St Albans, alongside developing its wider healthcare services.

You will be joining at an exciting stage of growth and will have the opportunity to:

• Build a career within a growing private healthcare organisation
• Make a genuine difference to each patient's experience
• Work closely with clinical and management teams
• Develop your customer service and healthcare knowledge
• Take on additional responsibility as the business grows
• Benefit from structured performance reviews
• Access progression opportunities and employee discounts

This is an ideal opportunity for someone who wants to move into healthcare while using the customer service, communication and organisational skills they have already developed.

If you are warm, switched-on and genuinely enjoy helping people, we would love to hear from you.