Senior Patient Advisor

Key Responsibilities

• Deliver an outstanding patient experience by managing enquiries via telephone, email, online channels and in person.
• Support patients in choosing the most appropriate consultant, specialist or service for their needs.
• Book appointments and coordinate referrals with consultants and medical secretaries.
• Provide accurate information on hospital services, treatments, pricing and insurance arrangements.
• Handle sensitive patient information with discretion while maintaining confidentiality at all times.
• Maintain accurate records of patient interactions within CRM and booking systems.
• Provide procedure cost information and answer admission-related queries.
• Ensure admission fees are collected securely and in line with hospital protocols.
• Act as a first point of contact for Patient Advisors requiring support with complex enquiries or patient concerns.
• Aid the induction, training and development of new team members.
• Support the Contact Centre Manager with monitoring service levels, booking activity and conversion performance.
• Coordinate day-to-day Contact Centre activities to ensure excellent service coverage.
• Lead operational activities during periods of manager absence, ensuring continuity of service.
• Contribute to service improvement initiatives, projects and market intelligence activities.

Key Skills / Qualifications

• Previous experience in a customer service, contact centre, patient services or healthcare administration role.
• Excellent communication and relationship-building skills, with a passion for delivering outstanding patient experiences.
• Strong organisational, problem-solving and time management skills, with the ability to thrive in a fast-paced environment.
• Certain levels of empathy, professionalism and attention to detail, with the ability to handle sensitive and confidential information.
• Experience using CRM and booking systems, with knowledge of healthcare admissions, appointments and pricing processes being advantageous.

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 staff restaurant.
• Interest free travel loan.
• Private healthcare (Eligible after 12m).
• Bicycle Loan Scheme.
• Retailer discounts.
• Employee Assistance Programme.