Location
Chelsea & Westminster Hospital NHS Foundation Trust, 369 Fulham Road, London

Hours
Shift pattern across 8am-8pm, including evenings and weekends as required. Post holder may be required to work across site.

Salary
£34,186 per annum

About the Role
As the first point of contact for patient enquiries and bookings at the Chelsea & Westminster Private Patients Unit, you will be responsible for delivering an efficient and faultless customer experience handling both inbound and outbound enquiries. Your focus will be on managing self-pay enquiries from the public and maximising conversion to outpatient appointments, tests, and procedure packages. You will utilise hospital booking systems (Cerner and Compucare) to validate and update patient demographic details, make, change or cancel outpatient appointments, and maintain accurate patient records in line with hospital policies.

You will provide a caring, compassionate, and professional service to patients, staff, and the public, answering telephone calls, emails, and other communications promptly. Booking responsibilities include outpatient appointments, diagnostic appointments, and inpatient admissions.

Working closely with commercial and pricing teams, you will help maximise self-pay opportunities, ensure services meet patient needs, and remain competitively positioned and priced. Accurate and timely data entry of booking and payment details is essential, along with preparing supporting documents such as policy authorisation numbers and guarantee letters.

You will investigate patient queries, invoices, and financial matters with sensitivity and diplomacy, liaising with internal departments and external agencies such as insurance companies and embassies. Maintaining an orderly filing system and up-to-date market insight into competitor pricing and campaigns is also required.

Confidentiality is paramount; you will ensure patient information is handled in accordance with Trust policies. Additional duties include preparing cost estimates for consultants and patients, attending monthly unit meetings, processing card payments over the phone, and verifying clinical information accuracy through Cerner and ICE systems.

You will use initiative, discretion, and diplomacy to maintain patient confidentiality and ensure all voicemail and email messages are actioned promptly and in priority order according to departmental standards.

Experience
Experience in customer service or healthcare administration is desirable. Familiarity with hospital booking systems such as Cerner and Compucare is advantageous but not essential as training will be provided.

About you
You are professional, courteous, and compassionate with excellent communication skills. You have strong attention to detail, the ability to manage multiple tasks efficiently, and a commitment to maintaining confidentiality. You are comfortable working in a fast-paced environment and able to work flexibly across shifts including evenings and weekends.

Qualifications
No specific qualifications are required; however, a background in healthcare administration or customer service is beneficial. A positive attitude, willingness to learn, and strong IT skills are essential.