Patient Services Advisor

BUPA; Kingston upon Thames; On-site; GBP 19,000 - 23,000; Part time

Benefits offered by this job

Annual leave 25 days + bank holidays

In-house training

Company pension scheme

Life assurance

Employee Referral Scheme

Staff restaurant access

Interest free travel loan

Private healthcare

Bicycle Loan Scheme

Retailer discounts

Employee Assistance Programme

Job summary

New Victoria Hospital in Kingston upon Thames is seeking a Patient Services Advisor to provide a professional hospital and outpatient reception service. You will handle appointments, registrations and inquiries via phone, email and face-to-face, ensuring a high standard of customer care and accuracy in patient records.

This permanent 30-hour role offers a supportive team environment, with shifts across 8am–8pm, Monday to Sunday, and benefits as part of the Bupa family.

Qualifications

• Provide professional hospital and outpatient reception service.
• Manage appointments, registrations and inquiries via phone, email and face-to-face.
• Handle patient records and payments in line with policies.

Responsibilities

• Deliver a professional reception service for patients, consultants and visitors.
• Manage appointments and inquiries via multiple channels to ensure excellent experience.
• Support outpatient clinics by liaising with clinicians and nursing teams.
• Maintain patient records and appointment information accurately.
• Process payments and account queries per hospital procedures.
• Handle patient questions with sensitivity and professionalism.
• Maintain welcoming reception and waiting areas with clear information.
• Collaborate with colleagues and external stakeholders.
• Uphold confidentiality and data-protection standards.

Skills

Reception service

Appointments management

Customer care

Confidentiality & data protection

Communication with patients

Team collaboration

Job description

Job Description:

Patient Services 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.

You will be responsible for providing an effective and professional Hospital and Outpatient Reception service to all patients, visitors, consultants and GPs. Ensuring they are dealt with promptly, courteously and efficiently, paying particular attention to the principles of customer care to provide a service of the highest possible standard. This includes all appropriate and required administration to be undertaken in advance of any customer's arrival. You will be responsible for providing an effective and professional Outpatient Booking service to all. This service will be provided in person and via telephone and electronic communication methods.

Key Responsibilities

• Deliver a professional, friendly and efficient reception service for patients, consultants and visitors.
• Manage appointments, registrations and enquiries via phone, email and face-to-face, ensuring an excellent customer experience.
• Support the smooth running of outpatient clinics by liaising with consultants, nursing teams and other hospital departments.
• Accurately maintain patient records, insurance details and appointment information using hospital systems.
• Process payments and account queries in line with hospital policies and procedures.
• Handle patient queries and concerns sensitively, resolving issues promptly and professionally.
• Maintain a welcoming reception and waiting area, ensuring information is readily available to patients and visitors.
• Build effective working relationships with colleagues, consultants and external stakeholders, always communicating clearly.
• Ensure compliance with confidentiality, data protection and hospital operational procedures.

Key Skills / Qualifications:

• Adhere to Hospital policies and procedures and relevant legislation including the requirements of any professional bodies
• Understand and incorporate the organisational values into daily working practice:
• Compassionate
• Exceptional
• Ethical
• Evolving
• Attend mandatory training as identified by the Hospital
• Develop own knowledge, skills and experience through supervision practice and educational opportunities within the spirit of lifelong learning
• Work as part of a team and collaborate with colleagues
• Ensure good communication links are established with all other departments within the hospital
• Maintain a high level of security awareness

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.

• 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]