Job Description:

Patient Coordinator - Outpatients

Cromwell Hospital, London - SW5 0TU

Permanent

Salary: £30,407.90 a year

Plus fantastic benefits

Full-time – 37.5 hours (working 5 shifts between the hours of 7am to 8:30pm Monday to Friday and 8am to 2pm every fourth Saturday)

We make health happen.

Working in our support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

Under the general guidance of the Front of House Manager, you will be responsible for all activities on any Reception Desk in any area of the hospital. Provide a link between Hospital, Patients, Consultant or other users. Coordinate patient registration, preparation of outpatient accounts, receipting payment for hospital services. To act and interact with patients, consultants, staff and visitors in a way that will create an experience in accordance with Bupa Cromwell Hospital’s Service Vision “Every Patient is a VIP”.

You’ll help us make health happen by:

• Undertake duties in accordance with departmental policies and procedures

• To be fully conversant in all areas of Reception; either Main Reception or other areas where patients are “arrived” in a department.

• Actively Meet and Greet patients and visitors in a warm, respectful, and courteous manner at all times, acting in a way that actively contributes to the promotion and improvement of the BUPA Cromwell Hospital brand and in line with the Bupa Cromwell Hospital’s Service Vision “Every Patient is a VIP”.

• Issue Medical Record Numbers, front sheets, labels, make up medical records and other administrative documents as required.

• Provide efficient and effective administrative support during our user’s clinics or tests, or procedures.

• Deal with letters of guarantee and liaise with insurance companies and Embassies as required.

• Respond to all enquiries regarding hospital facilities or re-direct enquires to the correct departments when needed. Deal with all Reception queries and complaints in a courteous and timely manner

• Ensure that all staff and Patients are fully aware of hospital charges, ascertaining methods of payment and calling the appropriate companies for guarantee letters or insurance as required according to departmental and hospital procedures.

• Implement manual procedures during computer downtime and transfer information when system is reinstated.

• Make follow-up bookings for patient after the appointment.

• Assist patient with booking further tests or consultations

Key Skills / Qualifications needed for this role:

• Experience in a Customer Facing environment such as; 5* Luxury hotel, high end retail, private hospital or other experience involving interaction with high profile clients and high levels of customer service.

• Assertive, articulate and polite.

• Good communication and strong interpersonal skills.

• Excellent telephone manner.

• Excellent organisational skills and attention to detail.

• Able to work on own initiative, prioritise work and meet deadlines.

• Good timekeeping but prepared to be flexible.

• Ability to work under pressure and remain calm.

• Natural ability to empathise with patients and demonstrate a genuine care.

Benefits

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
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual Health Services Bonus Scheme
• Support with travel costs via a season ticket loan or cycle2work
• Various other benefits and online discounts

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.

Cromwell Hospital has recently been awarded the Inclusive Employers Standard (Bronze), recognizing its commitment to fostering an inclusive workplace. This prestigious accreditation highlights the hospital's dedication to diversity, equity, and inclusion, as well as the efforts of its teams, Executive Leadership, and the REDI (Respect, Equality, Diversity & Inclusion) Network.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

At Bupa we strive to ensure all our of customers, patients and staff are safe.  All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately

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