Private Healthcare Coordinator

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.