Self-Pay Concierge & Patient Experience Specialist

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

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