Self-Pay Administrator Bank
Job Description:

WE MAKE HEALTH HAPPEN.

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and 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 day.
The role of Self-pay Administrator is to provide excellent customer service to existing and prospective self-pay patients. The successful candidate will provide a smooth and personalised service by understanding the reasons for seeking treatment and discussing knowledgably the various self-pay options, including different hospital packages. They will promote the benefits of London Medical, including consultants and treatments available, and assuring patients that they are in the hands of the most capable in the private healthcare industry. The role requires exceptional telephone and email communication skills, dealing with both incoming and outgoing calls and emails. The successful candidate will report into the Cromwell Self-Pay Manager but also have close ties to London Medical, and various other stakeholders.

You’ll help us make health happen by:

• Communicate effectively, positively and professionally with prospective self-pay patients, providing them with information on treatments, packages, pricing and consultants available.
• Answer telephone and email enquiries within the specified SLA timeframe, providing an exceptional customer experience at every opportunity.
• Understand how to track self-pay patient activity and make recommendations for optimising the patient journey to improve the patient experience and meet the monthly revenue targets
• Be the point of contact for all self-pay queries across all departments, and consultants and their secretaries.
• Liaise with consultants and secretaries on self-pay queries, including sharing information on packages available, pricing and booking appointments where necessary.
• Thorough understanding of service including opportunities to be gained.
• Adopt the prescribed approach to clearly explain services including handling obstacles to convert enquiries to confirmed bookings as appropriate.
• Build strong working relationship with patients and promote the services of London Medical.
• Ensure the maximisation of conversion rates to a minimum of 60% of all self-pay patient enquiries into confirmed / booked consultation appointments.
• Update and maintain patient records in bespoke systems.
• To maintain and update enquiry leads as converted via CRM.

KEY SKILLS / QUALIFICATIONS NEEDED FOR THIS ROLE:

• Experience in a sales, customer service, account management or business development role is essential.
• Good financial numeracy with the ability to calculate procedure prices quickly.
• Exceptional communication skills across face-to-face, telephone and email.
• Excellent verbal and written English.
• Flexible and proactive approach, able to problem solve on the spot and seek solutions.
• Good stakeholder management / relationship building skills.
• A good understanding of the Private Healthcare business would be desirable.

JOINING BUPA IN THIS ROLE YOU WILL RECEIVE THE FOLLOWING BENEFITS AND MORE:

• Annual leave accrual paid every time you work
• Subsidised staff canteen and coffee shop led by expert caterers.
• Access to preferential rates on Bupa products, such as health assessments, menopause plan and some dental practices
• Inclusion in the NEST government pension scheme