Private Healthcare Coordinator

Job summary

UNLOCK YOUR BEST WORK LIFE + make a difference for every patient 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.

Main duties of the job

You will provide advice in all matters relating to the patients 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.

About us

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

• 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