Patient Services Advisor

We are seeking a Patient Services Advisor to join our team at New Victoria Hospital, Kingston upon Thames.

As a Patient Services Advisor, you will be responsible for providing an effective and professional Hospital and Outpatient Reception service to all patients, visitors, consultants, and GPs. You will ensure they are dealt with promptly, courteously, and efficiently, paying particular attention to the principles of customer care to provide a service of the highest possible standard.

Key Responsibilities:

• Deliver a professional, friendly, and efficient reception service for patients, consultants, and visitors.
• Manage appointments, registrations, and enquiries via phone, email, and face-to-face, ensuring an excellent customer experience.
• Support the smooth running of outpatient clinics by liaising with consultants, nursing teams, and other hospital departments.
• Accurately maintain patient records, insurance details, and appointment information using hospital systems.
• Process payments and account queries in line with hospital policies and procedures.
• Handle patient queries and concerns sensitively, resolving issues promptly and professionally.
• Maintain a welcoming reception and waiting area, ensuring information is readily available to patients and visitors.
• Build effective working relationships with colleagues, consultants, and external stakeholders, always communicating clearly.
• Ensure compliance with confidentiality, data protection, and hospital operational procedures.

Key Skills / Qualifications:

• Adhere to Hospital policies and procedures and relevant legislation including the requirements of any professional bodies.
• Understand and incorporate the organisational values into daily working practice: Compassionate, Exceptional, Ethical, Evolving.
• Attend mandatory training as identified by the Hospital.
• Develop own knowledge, skills, and experience through supervision practice and educational opportunities within the spirit of lifelong learning.
• Work as part of a team and collaborate with colleagues.
• Ensure good communication links are established with all other departments within the hospital.
• Maintain a high level of security awareness.

Benefits:

• Annual leave entitlement of 25 days + bank holidays increasing with length of service.
• In-house training for all staff.
• Company pension scheme.
• Life assurance.
• Employee Referral Scheme.
• Access to subsidised staff restaurant.
• Interest-free travel loan.
• Private healthcare (T&Cs Apply).
• Bicycle Loan Scheme.
• Retailer discounts.
• Employee Assistance Programme.

Part of a Globally Trusted Healthcare Group:

When you join New Victoria, you also become part of Bupa , a global healthcare leader with the scale, stability, and expertise of a major international brand.