Reservations Officer

Bupa; Royal Borough of Kingston upon Thames; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Annual leave 21 days

In-house training

Company pension

Life assurance

Employee Referral Scheme

Staff restaurant discounts

Interest free travel loan

Private healthcare

Bicycle Loan Scheme

Retailer discounts

Employee Assistance Programme

Globally Trusted Healthcare Group

Job summary

New Victoria Hospital, part of Bupa, is seeking a highly organised Reservations Officer to manage inpatient and day-case admissions with robust financial clearance processes and excellent patient communication.

Based in Kingston upon Thames (KT2 7EG), this permanent full-time role is 37.5 hours weekly, with shifts 8am–8pm. Salary £30,500 annually. You will liaise with patients, consultants, insurers and hospital teams to protect revenue and deliver exceptional care.

Qualifications

• Proficient in Microsoft Office and IT literacy.
• Strong administrative and clerical skills.
• Excellent verbal and written communication abilities.
• Excellent organisational skills with attention to detail.
• Ability to work as part of a team and take initiative.

Responsibilities

• Obtain pre-authorisation for insured inpatient and day-case treatment before admission.
• Verify insurer approvals against planned procedure, consultant, and stay.
• Record authorisation numbers and treatment details in the hospital system.
• Check status and resolve missing or declined approvals promptly.
• Communicate with patients, consultants, insurers and staff regarding financial clearance.

Skills

Microsoft Office

Administrative skills

Excellent communication

Organisational skills

Teamwork

Initiative

Flexibility

Tools

Meditech

POL (Providers Online)

Job description

Reservations Officer

Location: Kingston upon Thames (KT2 7EG)
Contract: Permanent Full Time: 37.5 hours a week Monday to Sunday
Hours of work are between 8am and 8pm
Salary: £30,500 a year

We Make Health Happen At New Victoria Hospital, we are committed to delivering exceptional patient care and creating a welcoming experience for every individual who walks through our doors. As part of Bupa, you'll be joining a team that is passionate about making health happen by putting patients at the heart of everything we do.

We are looking for a highly organised Reservations Officer to provide an efficient admitted care service for inpatient and day‑case patients, ensuring a seamless patient journey, effective theatre utilisation, timely completion of pre‑operative requirements and robust financial clearance processes that protect hospital revenue while delivering an exceptional patient experience.

How You'll Help Us Make Health Happen

The Reservations Officer is responsible for ensuring that inpatient and day‑case admissions are financially cleared before treatment. You will obtain and verify insurer authorisation, confirm that the planned treatment and expected length of stay are covered, and ensure that self‑pay patients have paid the required amount in advance. The role provides accurate, timely communication to patients, consultants, medical secretaries, insurers and hospital teams.

Key Responsibilities

• Obtain pre-authorisation for all insured inpatient and day‑case treatment before admission, using Providers Online (POL), insurer portals, telephone calls and secure email correspondence.
• Confirm that insurer approval matches the planned procedure, consultant, admission date, expected length of stay and any relevant exclusions, excesses or shortfalls.
• Record authorisation numbers, approved treatment, agreed length of stay and supporting correspondence accurately in the hospital system.
• Check authorisation status before admission and promptly resolve missing, incomplete, declined or restricted approvals with the insurer, patient, consultant or medical secretary.
• Escalate unresolved financial-clearance risks in sufficient time to avoid preventable delays or unapproved treatment. undefined Use Bupa Providers Online (POL) to request, receive, review and update treatment authorisations.
• Confirm the agreed self‑pay package or estimate and ensure the required payment has been received and allocated before admission.
• Contact patients courteously regarding outstanding balances, payment requirements and financial documentation.
• Do not confirm financial clearance until payment is verified; elevate exceptions in line with hospital policy.
• Receive and manage all requests for an extended length of stay for insured and self‑pay patients while they are in hospital.
• Where an insurer declines or limits an extension, escalated immediately and ensure the patient is informed of any potential personal liability through the appropriate process.
• Process reservations accurately and confirm that patient demographics, consultant instructions, procedure details and admission information are complete.
• Conduct pre‑admission checks and courtesy calls to confirm registration, financial clearance and any outstanding requirements.
• Liaise professionally with patients, relatives, consultants, medical secretaries, insurers, wards, theatres, pre-operative assessment and finance colleagues.
• 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.

Key Skills / Qualifications

Essential Knowledge of Microsoft Office IT Literacy skills Administrative skills and competences Excellent communication skills, verbal and written Excellent organisational skills Ability to use own initiative Good interpersonal skills, for effective working relationships throughout the Hospital Ability to prioritise work Ability to work as part of a team Have a flexible and adaptable approach to working patterns Desirable Meditech or equivalent Administration in a hospital or GP surgery

Benefits

• Annual leave entitlement of 21 days 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.

Time Type: Full time
Job Area: Locations: New Victoria Hospital
Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.