Self-Pay Administrator

Job Description:

Self-Pay Administrator

High Street Kensington Office, W8 5ED

Permanent

£30,000 + Excellent benefits

Hybrid working subject to performance

Full time hours - 37. 5

The usual opening hours are between 08:00 - 18:00 Mon to Fri. You are however expected to work flexibly if required. Subject to change dependent on business requirement

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.

Role Overview

As a Self-Pay Administrator, you will 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. You'll promote the benefits of Cromwell Hospital, 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.

You'll help us make health happen by:

• To deliver work-class customer service communicating professionally with our self-pay patients with information regarding treatment, pricing, packages, consultants available and appointment availability. Offering a concierge service supporting them on their patient journey.
• To act as a key contact for consultants and medical secretaries to gain information about the self-pay process as well as receive quotations and further general support.
• Answer telephone, webform and email enquiries within the specified SLA timeframe, providing an exceptional customer experience at every opportunity.
• Support patients with finance applications where necessary and liaising with both our finance partner and Admissions Teams where required to facilitate a smooth patient journey.
• Understand how to track self-pay patient activity from consultation to discharge, making recommendations to optimise the patient experience and meet the monthly revenue targets.
• To work with the Marketing Team to understand the drivers for self-pay patients and advise on optimising marketing performance.
• Support the rest of the Contact Centre when required in answering telephone calls and booking appointments for non self-pay patients
• To ensure the qualitative delivery of service to patients at all times.
• Ensure the delivery of service against core standard operating models.
• Thorough understanding of product / service including opportunities to be gained.
• Adopt the prescribed approach to clearly explain services and procedures including handling obstacles to convert enquiries to confirmed bookings as appropriate.
• Build strong working relationship with patients and promote the services of Cromwell hospital.
• Develop strong internal relationships with other teams in the hospital including general business support.
• Analyse / understand the market and competition to facilitate engagement plan.

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.

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 performance-based bonus
• Support with travel costs via a season ticket loan or cycle2work
• Various other benefits and online discounts
• Free onsite massages as a recognition for your hard work
• Opportunity to participate in our annual awards ceremony

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 chion 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.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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