About this role
Job summary
Spencer Private Hospitals is looking to recruit a friendly, professional, and enthusiastic Private Patient Bookings Officer to join our motivated administration team.
The successful candidate will play an important role in delivering an outstanding customer service experience to both self-pay patients and patients covered by private medical insurance.
The Private Bookings Department works closely with consultants across a wide range of specialties at all three of our hospitals, providing an efficient, seamless, and supportive booking service for patients.
This is a busy and varied role, ideal for someone who enjoys working in a fast-paced environment, has excellent organisational skills, and is confident managing multiple tasks and priorities.
You will need to be approachable, proactive, and able to maintain a high standard of customer service while working effectively as part of a team.
The position is primarily home-based (WFH). However, on a small number of occasions and as required, you may be asked to attend our sites in Margate, Ashford, Canterbury, or Head Office in Betteshanger, so candidates should have convenient access to these locations.
Hours: Full-time, 37.5 hours per week, Monday to Friday.
Please note you must have sufficient broadband speed to be able to work from home.
Interview Date: WC 5th October
Main duties of the job
As a Private Patient Bookings Officer, you will be responsible for providing an efficient, professional and friendly booking service to self-pay and privately insured patients.
Key duties will include coordinating appointments and procedures, liaising with consultants & their medical secretaries, clinical teams, insurers and patients, ensuring all bookings are processed accurately and promptly.
You will manage a busy workload, prioritising tasks and responding to enquiries by telephone and email while maintaining a high level of customer service.
You will also ensure patient and booking information is recorded accurately and in line with confidentiality requirements.
About us
Spencer Private Hospitals recognise and value all of their staff and are committed to developing a well-trained and flexible workforce.
Staff wellbeing is a priority for the organisation with some perks of employment being -
Free on-site staff carparking Staff discount for treatments Enrolment into a staff pension scheme Investment in staff training Annual salary increment Additional benefits available in line with our NHS colleagues Local retail discountsWe are also fortunate enough to be based in East Kent, arguably one of the most beautiful parts of the UK, often boasting the best weather due to our close proximity to Western Europe and is aptly know by the missive `the Garden of England. We are a short hop across the channel to France with the added bonus of fast rail connections to Europe, London and surrounding areas. The availability of high-quality schools which support grammar school education as well as academy and private schools are all available within the locality.
Our CQC report has a rating of Good and we are now on an improvement trajectory to Outstanding.
Spencer Private Hospitals is an equal opportunity employer. This position is subject to a Disclosure and Barring check.
Job description Job responsibilities
Job Purpose:
To provide a sympathetic, professional and efficient service to patients.
To book Private Patient Outpatient appointments for Consultants who Spencer represent.
To book Private Patient Inpatients procedures for Consultants who Spencer represent.
To maintain accurate electronic patient records and bookings system whilst liaising with customers, staff, Consultants, patients, and other service users.
To generate estimates for self-paying patients.
Key Relationships
Patients
Relatives, Friends and Family
Consultants
NHS Colleagues
Telephonist Team
Outpatient Teams
Reception Teams
Ward Teams
Theatre Teams
External Medical Secretaries
SMT
Key Responsibilities
Financial
To ensure all Private Patient Inpatient appointments and bookings are entered onto the electronic system in an accurate and timely manner
To ensure all Private Patient Outpatient appointments and bookings are entered onto the electronic system in an accurate and timely manner
To generate estimates for self-paying patients and accurately adding these to patient records
Process private referrals in a quick and timely fashion, liaising with relevant parties where appropriate
Business Development
Provide a quality service for customers and local service users
Continue to improve the relations with Consultants
To foster and continue strong working relationships between the Reception Teams, GPs and Consultants
Work towards retaining ISO9001 2015 & ISO14001 2015 Accreditation
Quality
To participate in in-house training sessions and attend meetings and discussions when required
To continually maintain accurate electronic records and bookings systems
To assist in any clerical duties considered necessary for the smooth running of the department i.e. sending appointment letters, sending emails, requesting results, data entry etc.
To answer telephone / email enquiries, relay messages and liaise with Consultants, secretaries, and departments within the hospital in a timely manner
To provide a sympathetic and professional patient service
To act in a discreet, diplomatic, and tactful manner at all times
To ensure that all local policies and legal requirements relating to clinical care, Information Governance, GDPR and Health and Safety are complied with
Workforce
To work under supervision and direction of the Senior Outpatient Officer to ensure a smooth service
To attend staff appraisal and identify personal needs and set and evaluate personal objectives
To ensure that all upcoming Private Patient outpatient clinics are ready electronically on the in-house computer system ensuring full capacity is achieved
To ensure that all upcoming Private Patient Inpatient admissions are ready electronically on both the in-house computer system and any Trust based systems used, maximising capacity
To ensure accurate processing of Private Patient Outpatient bookings for a variety of patient categories including self-pay and privately insured patients
To ensure accurate processing of Private Patient Inpatient bookings for a variety of patient categories including self-pay and privately insured patients
To liaise closely with Consultants on availability for Private Patient outpatient clinics
To ensure the accurate management of electronic patient files, including creating, amending and discharging
Assist staff, patients and Consultants with queries, dealing tactfully with sensitive issues
Equal Opportunities
It is the aim of the hospital to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, sex, race, colour, nationality or ethnic or national origins, or is not placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end, the hospital has an Equal Opportunities Policy and it is for each employee to contribute to its success.
Health & Safety
All Employees must be aware of the responsibility placed on them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors. Individual employees should also refer to specific health and safety requirements within their own job descriptions.
Data Protection
If required to do so, to obtain, process and/or use information held on a computer or word-processor in a fair and lawful way. To hold data only for the specific registered purpose, and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed by Spencer Private Hospitals.
Customer Care
It is the aim of the hospital to provide patients and clients with the best possible care and service. In order to meet this aim all of our staff are required, at all times, to put the patient or client first and do their utmost to meet their requests and needs courteously and efficiently.
Confidentiality
To ensure that confidential information is not disclosed about Spencer Private Hospitals (including information regarding patients and staff) to any unauthorised member of staff, or to anyone outside the employment of Spencer Private Hospitals.
This job description is intended to reflect, in outline, the responsibilities of the post holder, which may change over time with corporate or local business needs of Spencer Private Hospitals. It will therefore be subject to periodic review and amendment in the light of changing circumstances and following consultation with the post holder.
Person Specification
Personal Attributes Essential
Outstanding communication skills Polite and confident telephone manner Organised and methodical in approach Team Player Ability to act on own initiative Motivated Flexible to the needs of the business Able to meet deadlines Able to work in a highly pressurised environment
Experience Essential
Proven experience in a busy administration environment Proven experience of booking appointments
Desirable
2+ Years experience in medical administration environment Experience liaising with GPs and patients
Skills Essential
Excellent IT Skills Microsoft Applications (Word, Excel, Outlook) Excellent Customer Service Skills
Desirable
Trust Systems: Patient Centre (PAS) / DART OCM / EDN EPR / RIS/X-ray Compucare
Other Essential
Ability to travel between sites Permission to work in the UK Ability to work from home
Qualifications Essential
Maths and English GCSE or equivalent grade C or above
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Spencer Private Hospitals Ltd
Address Units 2 & 4 Almond House
Betteshanger Country Park
Betteshanger, Deal
Kent
CT14 0EN
United Kingdom
Employer's website https://www.spencerprivatehospitals.com/ (Opens in a new tab)