Job summary
We're recruiting for someone who thrives in a busy, people-focused environment and enjoys being at the heart of a smooth, high-quality patient journey.
Based mainly at Charing Cross Hospital, you'll be part of a friendly, fast-paced team delivering an exceptional Private Care referral service. You'll coordinate and manage incoming enquiries, work closely with consultants, medical secretaries and private outpatient teams, and make sure every client receives a seamless, professional experience from their very first contact with us.
This role suits someone who is naturally organised, confident communicating with a wide range of people, and able to stay calm and proactive when things get busy. You'll need a good understanding of medical terminology and referral processes, along with a polished, courteous telephone manner and a genuine commitment to great customer service.
We're looking for a team player with energy, ambition and a positive approach to continuous improvement. Experience in private healthcare--or a similar environment--is essential, as is the ability to build strong working relationships and support colleagues across different sites when needed.
At Imperial College Private Healthcare, we're committed to helping our staff grow. For the right person, this role offers excellent development opportunities and the chance to make a real impact on the experience of our patients and clients.
Main duties of the job
Private Referral Hub - Key Responsibilities
- Deliver a comprehensive, efficient private referral service for patients, referrers, and consultants.
- Provide exemplary customer service with confident verbal and written communication.
- Apply understanding of medical terminology and referral pathways to support accurate triage.
- Maintain a professional, courteous telephone manner at all times.
Referral Review & Allocation - Review medical and clinical information to identify the appropriate specialist.
- Allocate referrals accurately and book outpatient appointments across all Private Care sites.
- Ensure private outpatient rooms are available and appropriately scheduled.
Daily Operational Oversight - Monitor Private Care review sites daily, ensuring all client entries are actioned promptly and expertly.
- Respond to complex private patient enquiries via telephone, email, and Live Chat with professionalism and efficiency.
Data & Reporting - Maintain accurate data entry logs for all enquiries received through the Referral Hub.
- Provide monthly analytical data to the Private Care Marketing team.
Service Improvement - Contribute to planning and implementing service improvements within the Private Referral Hub.
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person Specification
Education/ Qualifications
Essential
- Educated to GCSE level C or equivalent passes at Grade C or above, including English Language and Maths with evidence of numeracy and literacy.
Desirable
- Medical terminology
- NVQW level 3 in Customer Service
Experience
Essential
- Administrative experience
- Minimum 1 year experience in a private healthcare setting or similar.
- Customer Service
- IT literacy
- An understanding of Medical Referrals & Medical Terminology
Desirable
- NVQ II Customer Care or equivalent
- Knowledge of hospital Patient Administration System (CERNER)
- General knowledge of medical terminology
Skills/Knowledge/ Abilities
Essential
- Competent use of Microsoft Office and Trust hospital systems - Excel, Word, PowerPoint, Cerner & general Dbase systems.
- Excellent customer care skills to suit working in a private sector.
- Able to demonstrate an understanding of issues relating to confidentiality.
- Able to use and develop a basic understanding of medical terminology
Desirable
- Service sector work (preferably hospital).
- Legible handwriting
- Knowledge of Cerner
Person Specification
Education/ Qualifications
Essential
- Educated to GCSE level C or equivalent passes at Grade C or above, including English Language and Maths with evidence of numeracy and literacy.
Desirable
- Medical terminology
- NVQW level 3 in Customer Service
Experience
Essential
- Administrative experience
- Minimum 1 year experience in a private healthcare setting or similar.
- Customer Service
- IT literacy
- An understanding of Medical Referrals & Medical Terminology
Desirable
- NVQ II Customer Care or equivalent
- Knowledge of hospital Patient Administration System (CERNER)
- General knowledge of medical terminology
Skills/Knowledge/ Abilities
Essential
- Competent use of Microsoft Office and Trust hospital systems - Excel, Word, PowerPoint, Cerner & general Dbase systems.
- Excellent customer care skills to suit working in a private sector.
- Able to demonstrate an understanding of issues relating to confidentiality.
- Able to use and develop a basic understanding of medical terminology
Desirable
- Service sector work (preferably hospital).
- Legible handwriting
- Knowledge of Cerner
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
