Private Patient Co-ordinator

Spire Healthcare; City of Edinburgh; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

35 days annual leave inclusive of bank

Pension with employer and employee

Spire for you rewards platform

Private medical insurance

Life assurance

Free onsite car park

Job summary

Spire Edinburgh is seeking a proactive Private Patient Coordinator to join our team on a 12-month fixed-term contract. This role focuses on supporting Self-Pay patients, guiding them through private pathways and coordinating with consultants in a fast-paced environment at Murrayfield.

You will handle enquiries by phone and online, schedule appointments, manage payments, and work to KPIs while upholding Spire's commitment to outstanding personalised care.

Qualifications

• Strongly customer-centric approach.
• Face-to-face customer experience.
• Comfortable handling sensitive conversations.
• Experience with multiple systems (CRM, workflow, pricing).
• Ability to work in a fast-paced, collaborative team.
• Works within a national sales framework while focusing local population.
• Excellent communication and relationship-building across locations.

Responsibilities

• Handle own enquiry workload effectively.
• Use CRM/Workflow/Pricing in line with guidance.
• Manage all Self-Pay patient enquiries from enquiry to booking.
• Work to KPIs with proactive customer attitude.
• Provide support and guidance to consultants and their patients.
• Liaise with consultants and medical secretaries on fee information.
• Convert warm leads into appointments/sales to meet targets.
• Role model our values - service excellence, respect, collaboration and care.
• Take payments for planned diagnostics and treatments.
• Act as a change champion for new ways of working including digital tools.
• Demonstrate excellent communication, interpersonal and relationship-building skills.
• Utilise systems to prioritise and manage workload.

Skills

Customer-centric

Face-to-face service

Sensitive conversations

Systems proficiency

Team collaboration

National sales framework

Communication skills

Tools

CRM / Workflow / Pricing systems

Job description

Private Patient Coordinator FTC 12 Months| Edinburgh Murrayfield | Full Time | Permanent | Full Time | 37.5 per week

At Spire Edinburgh we are looking for a proactive and customer-focused Private Patient Coordinator to join our team. This is a fantastic opportunity for someone who enjoys building relationships, supporting patients through important healthcare decisions, and working in a fast-paced environment where no two days are the same.

Job Purpose

The high-profile role is in place to support patients and consultant colleagues navigate suitable private pathways and treatment options. The Private patient coordinator will predominantly support Self-Pay patient enquiries at either enquiry, outpatient or in care stage as well as providing the support for patients with private medical insurance. The role will support the conversion warm leads into appointments and admissions to meet key performance targets whilst delivering our Purpose of providing 'outstanding personalised care.'

Key Responsibilities

• Handling own enquiry workload effectively
• Use of digital systems such as CRM/Workflow/Pricing in line with guidance
• Manage all Self-Pay patient enquiries, both over the telephone and online/email, from initial enquiry through to booking ensuring patient enquiry resolution
• Working to agreed KPIs with positive and proactive customer-focused attitude
• Provide support and guidance to consultants and their patients
• Liaise with consultants and medical secretaries on consultant fee information ensuring these are maintained appropriately in the relevant systems
• Convert warm leads into appointments/sales in order to meet key performance targets
• Role model our Purpose and Values - driving a culture of service excellence, respect, collaboration and care for our colleagues
• Take payments for planned diagnostics and treatments
• Act as a change champion for new ways of working including digital tools
• Demonstrate excellent communication, interpersonal and relationship building skills
• Utilising a variety of systems that support the prioritisation and managing of your workload

Candidate Requirements

• Strongly customer centric
• Face to face customer experience
• Comfortable handling sensitive conversations
• Confident approach to handing a variety of systems
• Enjoys working in a collaborative, fast paced team environment
• Be able to work effectively a national sales framework whilst focussing the needs of the local population
• Strong communication skills, demonstrating an ability to positively lead teams across multiple locations

Benefits:

We offer employees 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
• Employer and employee contributory pension with flexible retirement options
• 'Spire for you' reward platform - discount and cashback for over 1000 retailers
• Private medical insurance
• Life assurance
• Save an average of £50 per month with our free onsite car park

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

Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

We commit to our employee's 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