Patient Advisor – Hospital Contact Centre

Job Title:Patient Advisor

Department:Contact Centre

Salary: £27,000 – £28,000

Hours of Work: 37.5 per week Monday to Friday

Shift Times: 8am-4pm/9am-5pm/10am-6pm

Contract Type: Permanent

King Edward VII Hospital is seeking compassionate and driven individuals to join our Contact Centre team as Patient Advisors. If you are passionate about providing exceptional care and support over the phone, and dedicated to delivering outstanding patient experiences, this opportunity is for you!

Our Patient Advisors are responsible for supporting our patients in selecting and booking initial consultations with our leading Consultants, being a primary point of contact for patients seeking treatment at King Edward VII’s Hospital, and arranging and providing information on the charges associated with the diagnostic services and treatments available.

The Contact Centre is a friendly, fast paced office based in central London. The team are responsible for maintaining the high standards of the hospital as the frontline for new, current and prospective patients and referrers. The team strive to work effectively with each other, as well as a large number of other departments around the hospital.

Job Summary:

As a Patient Advisor at King Edward VII Hospital’s Contact Centre, you will be the first point of contact for our patients and their families. Your responsibilities will include:

• Providing exceptional customer service, answering inquiries, and addressing concerns with empathy and professionalism.
• Assisting patients in booking appointments, coordinating with various departments to ensure smooth scheduling.
• Listening attentively to patients’ needs, offering clear guidance, and providing relevant information about our services.
• Handling and resolving complaints or issues promptly, escalating matters when necessary to ensure swift resolution.
• Maintaining accurate and detailed records of patient interactions and relevant information in our system.
• Collaborating closely with medical staff and other departments to ensure effective communication and care coordination.

Key Duties:

Enquiry Handling

• Support patients enquiring about the services and treatments available at the hospital and help them choose the right consultant to meet their needs
• Demonstrate empathy and understanding of sensitive medical information and protect the patient confidentiality at all times

Pricing Service

• Organise and provide individual patient facing documentation setting out details of procedures requested and associated costs in timely and efficient manner
• Develop strong relationships with Consultants and their practice teams to ensure that patient pricing requests are dealt with efficiently and expediently

Market Intelligence Reporting

• Undertake a regular programme of market intelligence sourcing – providing feedback to Pricing manager, Heads of department and other Commercial team colleagues as appropriate

Requirements:

• Excellent communication skills, both verbal and written, with a caring and empathetic demeanour.
• Previous experience in a customer service role.
• Strong organisational abilities and the ability to multitask effectively in a fast-paced environment
• A keen attention to detail, ensuring accurate documentation and information relay.
• A passion for delivering exceptional patient experiences and a commitment to upholding our hospital’s values.

To apply, email your CV to Mita Vadgama – MVadgama@kingedwardvii.co.uk