Description
We are looking for a proactive and customer-focused Private Patient Coordinator to join our team at Spire Edinburgh. This is a fantastic opportunity for someone who enjoys building relationships, supporting patients through important healthcare decisions, and working in a fast-paced environment where no two days are the same.
The Private Patient Coordinator will predominantly support Self-Pay patient enquiries at either enquiry, outpatient or in care stage as well as providing support for patients with private medical insurance. The role will support the conversion of warm leads into appointments and admissions to meet key performance targets whilst delivering outstanding personalised care.
Key responsibilities:
- Handle own enquiry workload effectively
- Use digital systems such as CRM/Workflow/Pricing in line with guidance
- Manage all Self-Pay patient enquiries, both over the telephone and online/email, from initial enquiry through to booking ensuring patient enquiry resolution
- Work to agreed KPIs with a positive and proactive customer-focused attitude
- Provide support and guidance to consultants and their patients
- Liaise with consultants and medical secretaries on consultant fee information ensuring these are maintained appropriately in the relevant systems
- Convert warm leads into appointments/sales in order to meet key performance targets
- Role model our Purpose and Values - driving a culture of service excellence, respect, collaboration and care for our colleagues
- Take payments for planned diagnostics and treatments
- Act as a change champion for new ways of working including digital tools
- Demonstrate excellent communication, interpersonal and relationship building skills
- Utilise a variety of systems that support the prioritisation and managing of your workload
Requirements:
- Strongly customer centric
- Face to face customer experience
- Comfortable handling sensitive conversations
- Confident approach to handling a variety of systems
- Enjoys working in a collaborative, fast paced team environment
- Able to work effectively within a national sales framework whilst focusing on the needs of the local population
- Strong communication skills, demonstrating an ability to positively lead teams across multiple locations
Benefits:
- 35 days annual leave inclusive of bank holidays
- Employer and employee contributory pension with flexible retirement options
- ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
- Private medical insurance
- Life assurance
- Save an average of £50 per month with our free onsite car park