Job Description

Working as a member of the private patient team to provide a comprehensive customer service role, ensuring that all patients are dealt with in a professional, courteous and empathetic manner.
As the main point of contact for private pay and insured patients throughout their pathway from first appointment through to discharge, providing excellent customer service and building rapport with patients to ensure their experience is
positive.
The applicant will serve as a key member of the private patient team, delivering exceptional customer service by managing patient interactions professionally and courteously. This role involves guiding patients throughout their entire care pathway, fostering strong relationships and rapport to ensure a smooth, seamless, and positive experience at every stage.
What you'll be doing
You will provide advice in all matters relating to the patient's appointments and keep them up to date during every step of their journey, both in person and over the telephone.
Customer Service
Serve as the main contact for self-pay and insured patients from first appointment to discharge, delivering excellent service and building rapport.
Provide appointment advice and updates in person and by phone.
Maintain a professional, friendly, and responsive front-of-house presence during working hours.
Use CRM systems to track patient progress, deliver timely information, and conduct courtesy follow-ups.
Understand hospital processes, clinical procedures, and associated costs.
Advocate for private patient services and help convert outpatients to surgery when appropriate.
Data Collection and Input
Collect patient medical histories and clinical info by liaising with GP surgeries.
Manage patient pathways using CRM tools, ensuring data is accurate and complete.
Liaise with private insurers for treatment approvals.
Generate monthly reports on patient numbers and revenue.
Manage customer satisfaction surveys and escalate issues as needed.
Process payments and send invoices using payment and invoicing tools.
Teamwork
Collaborate with site colleagues, senior management, consultants, and scheduling teams.
Coordinate with the national Private Patient Contact Centre to support appointment arrangements.
Contribute to maintaining a cohesive, well-informed private patient service.
What we'll look for in you
The ideal candidate will have:

• Strong organisational and administration skills
• Excellent telephone manner and verbal and written communication skills
• Experience in a customer service or bookings role that involved a high volume of telephone calls
• Having experience working within a similar setting would be an advantage
• A sincere desire to be part of a team that takes great pride in helping patients

What you can expect in return:

• An extensive range of wellbeing and lifestyle benefits
• Being part of a friendly and supportive team
• The support you need to grow in your role and continue your professional development
• Increase days of annual leave with years of service

If you have any questions, contact
Applicants must have the right to work in the UK.
Location
Practice Plus Group Hospital Barlborough
Position
Administration and Business Support
Advertising Salary
23614
Vacancy Type
Permanent
Schedule Type
Full Time
Rewards & Benefits
Flexible working
Physical and mental health support
Refer a friend scheme
Blue Light Card, Boundless card and Costco membership eligibility
Award winning ED&I programme
Training & Development
Tailored CPD training delivered via our bespoke Learning Management System.
Extensive training courses accessible via Practice Plus Group Skills Academy.
Great development and career progression opportunities.
At Practice Plus Group, we currently deliver more than 70 different healthcare services across the UK with some of these services being rated 'outstanding' by the CQC. Our healthcare services include hospitals and surgical centres and we are proud to be the UK's leading independent provider of healthcare services in over 40 prisons. We also lead the way in the design and delivery of Integrated Urgent Care.