Job Description

To be responsible for the management of all telephone and web enquiries in line with the sales process and for the provision of administrative tasks in relation to the booking of patients' consultations across our three sites. Delivering a high standard of customer service, providing accurate financial and administrative information to prospective patients.



Responsible for the follow up of all enquiries and the overall bookings within the Private Outpatient Department as well as those referred for inpatient care and Telemedicine. Liaising with patients, Consultants / GP's, third party sponsorships and fellow up with departments to provide efficient management of the clinics.



To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics



To be responsible for collating information to produce reports on patients, activity and case mix, including analysis of figures and trends which will be used by senior management and the executive team.



To provide cover to all other areas in the private patient's business as necessary



The Post is based at Royal Brompton Hospital, Sydney Street, SW3 6NP



Patient/customer care (both direct and indirect)



The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team.



To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics



The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.



The post holder will be responsible for managing and recording all relevant telephone and web enquiries in the appropriate database.

All staff will commit to:

Act with honesty and integrity at all times



Demonstrate respect for others and value diversity



Focus on the patient and internal and external customer at all times



Make an active contribution to developing the service



Learn from and share experience and knowledge



Keep others informed of issues of importance and relevance



Consciously review mistakes and successes to improve performance



Act as ambassadors for their directorate and the Trust



Be aware of the impact of their own behaviour on others



Be discreet and aware of issues requiring confidentiality



Patient/customer care (both direct and indirect)



The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team.



To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics



The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.



The post holder will be responsible in the first instance to address and manage any incidents or potential complaints thereafter relating to outpatient bookings and enquiries, escalating where appropriate to either the business development manager or Associate Director, Business Development.



The post holder will strive to maintain effective management of the consultants' schedule and clinic capacity, offering a flexible service and working with clinicians to accomplish this.



This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.