Patient Experience Advisor - Hybrid (After Probation)

BUPA; Greater London; Hybrid; GBP 27,837 - 34,023; Full time

Benefits offered by this job

Annual leave 25 days

In-house training

Company pension

Travel loan

Private healthcare

Bicycle loan

Retailer discounts

Employee assistance

Job summary

King Edward VII's Hospital in London is seeking a Patient Advisor to support patients through enquiries, appointments, and pricing information. You will be the reassuring first point of contact across phone, email, online, and in-person channels, guiding patients to the right consultants with empathy and confidentiality.

Join a dedicated contact centre team and collaborate with clinical staff to deliver timely, accurate information and a seamless patient experience.

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.

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 experience

Healthcare experience

Telephony experience

Empathetic communication

Problem solving

Clear written/verbal communication

Team player

Job description

King Edward VII's Hospital in London is seeking a Patient Advisor to support patients through enquiries, appointments, and pricing information. You will be the reassuring first point of contact across phone, email, online, and in-person channels, guiding patients to the right consultants with empathy and confidentiality.

Join a dedicated contact centre team and collaborate with clinical staff to deliver timely, accurate information and a seamless patient experience.