Self-Pay Administrator

Bupa; Claypole; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days holiday

Pension & life insurance

Travel loan or cycle2work

Gym discount

Annual performance-based bonus

Bupa health insurance

Dental insurance option

Digital GP platform

Emotional wellbeing support

Family mental health line

Financial wellbeing channels

Carer support

Job summary

Bupa at Cromwell Hospital (Cromwell HSK) is seeking a Self-Pay Administrator to provide outstanding customer service to existing and prospective self-pay patients. You will explain self-pay options, hospital packages, consultants and available treatments, and ensure patients feel supported throughout their journey.

You will handle calls and emails within SLA, assist with finance applications with our finance partner and Admissions, and collaborate with consultants, medical secretaries and the

Qualifications

• Experience in sales, customer service, account management or business development.
• Excellent verbal and written English skills.
• Good financial numeracy and ability to calculate prices quickly.
• Exceptional communication across face-to-face, telephone and email.

Responsibilities

• Deliver seamless customer service to self-pay patients, with information on treatment, pricing, packages, consultants and availability.
• Offer a concierge service and act as a key contact for consultants and medical secretaries to obtain quotations and support.
• Answer telephone, webform and email enquiries within the SLA and provide an exceptional customer experience.
• Assist patients with finance applications and liaise with finance partners and Admissions to smooth the journey.
• Track self-pay activity from consultation to discharge and suggest improvements to boost patient experience and monthly revenue.
• Collaborate with Marketing to understand drivers for self-pay patients and optimise performance.
• Support non-self-pay bookings as needed and clearly explain services and procedures to convert enquiries.

Skills

Sales experience

Customer service

Account management

Business development

Communication skills

Numeracy

Job description

As a Self-Pay Administrator, you will provide excellent customer service to existing and prospective self-pay patients. The successful candidate will provide a smooth and personalised service by understanding the reasons for seeking treatment and discussing knowledgably the various self-pay options, including different hospital packages. You'll promote the benefits of Cromwell Hospital/Canary Wharf, including consultants and treatments available, and assuring patients that they are in the hands of the most capable in the private healthcare industry. The role requires exceptional telephone and email communication skills, dealing with both incoming and outgoing calls and emails. You'll help us make health happen by:

• Delivering a seamless customer service, communicating professionally with our self-pay patients with information regarding treatment, pricing, packages, consultants available and appointment availability.
• Offering a concierge service supporting them on their patient journey.
• Acting as a key contact for consultants and medical secretaries to gain information about the self-pay process as well as receive quotations and further general support.
• Answering telephone, webform and email enquiries within the specified SLA timeframe, providing an exceptional customer experience at every opportunity.
• Supporting patients with finance applications where necessary and liaising with both our finance partner and Admissions Teams where required to facilitate a smooth patient journey.
• Understanding how to track self-pay patient activity from consultation to discharge, making recommendations to optimise the patient experience and meet the monthly revenue targets.
• Working with the Marketing Team to understand the drivers for self-pay patients and advise on optimising marketing performance.
• Supporting the rest of the Contact Centre when required in answering telephone calls and booking appointments for non self-pay patients
• Thorough understanding of product / service including opportunities to be gained.
• Adopting the prescribed approach to clearly explain services and procedures including handling obstacles to convert enquiries to confirmed bookings as appropriate. Experience in a sales, customer service, account management or business development role is essential.
• Good financial numeracy with the ability to calculate procedure prices quickly.
• Exceptional communication skills across face-to-face, telephone and email.
• Excellent verbal and written English.
• Flexible and proactive approach, able to problem solve on the spot and seek solutions.
• Good stakeholder management / relationship building skills.
• A good understanding of the private healthcare business would be desirable. Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell
• Enhanced pension and life insurance
• Support with travel costs via a season ticket loan or cycle2work
• Discounted access to online gym sessions
• Annual performance-based bonus
• Bupa health insurance as a benefit in kind
• Option to join dental insurance scheme at a discounted rate
• Access to our Digital GP platform on you mobile
• Emotional wellbeing support
• Access to family mental health line
• Financial wellbeing channels
• Support for carers

Why Bupa? We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. As a Disability Confident employer, we aim to offer an interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type: Full time Job Area: Locations: Cromwell HSK