Location
Practice Plus Group Hospital Emersons Green
Specialism
Administration and Business Support
Vacancy Type
Permanent
Schedule Type
Full Time

About The Role

Purpose of role

To lead the local private patient team and provide effective guidance to them on a daily basis. You will be responsible for supervising and motivating team members, along with helping to guide processes to ensure efficient working. As a member of the private patient team, you will also provide a comprehensive customer service role, ensuring that all patients are dealt with in a professional and courteous manner. The role will see patients followed throughout the entire pathway, building relationships and rapport to ensure a seamless experience.            

 

Key tasks and result areas

Management

  • Oversee day-to-day operation of the private patient service, supporting and guiding the other private healthcare coordinators in their roles
  • Delegate tasks and set deadlines to team members
  • Discover any training needs of the team and help to train them and motivate them
  • Work with the wider team to develop and improve local processes to ensure the patient pathway is as seamless as possible
  • Report private patient KPIs to the Hospital Director when required
  • Complaints management and investigation

     

    Customer service

  • To be the main point of contact for self-pay and insured patients throughout their pathway from first appointment to discharge, providing excellent customer service and building report with patients to ensure their experience is positive.
  • Provide advice in all matters relating to the patients appointments and keep them up to date every step of their journey, both in person and over the telephone.
  • Having a professional and friendly front whilst being responsive and available to patients during working hours.
  • Track patients’ progress using a customer relationship management (CRM) system ensuring that patients are given the appropriate information at the right time, and are followed up with regular courtesy calls.
  • Be knowledgeable about hospital processes and understand different clinical procedures and the costs associated with them.
  • To be an advocate of the private patient services throughout the entire hospital / surgical centre and have a genuine interest in the role.
  • Play a proactive role in promoting the private patient business to patients, ensuring that patients convert from outpatients to surgery where clinically appropriate.

About You

You are responsible for maintaining staffing levels for all of the above administration duties through periods of annual leave and sickness, ensuring that the service is fully operational at all times. You will also organise staff working rotas and annual leave requirements for all of the administration team. 

About Us

Everything we do is focused on providing a high standard of safe and effective patient care. When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. If you want to move up the ladder, we’ll support you. If you just want to stay in your role, that’s fine too. We’ll help you be the best you can be. 

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance – so we always try to be flexible, helping you fit your working life around your home life.

To apply for the role click on the link below. If you have any questions contact [email protected] in our friendly resourcing team.

We will contact all shortlisted candidates but please note Practice Plus Group retain the right to remove the advert prior to the closing date if a suitable candidate is appointed. Our employment offers are subject to receipt of satisfactory pre-employment checks. At Practice Plus Group, we actively promote diversity and equal opportunities. Applicants must have the right to work in the EU.

We are one of the UK largest independent sector healthcare providers and work in close partnership with the NHS to deliver more than 50 services throughout the UK. We provide high quality specialist care and excellent results for more than 50,000 patients each year.

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