We make health happen.

Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

As a Self-Pay Administrator, you will provide excellent customer service to existing and prospective self-pay patients. The successful candidate will provide a smooth and personalised service by understanding the reasons for seeking treatment and discussing knowledgably the various self-pay options, including different hospital packages. You'll promote the benefits of Cromwell Hospital, including consultants and treatments available, and assuring patients that they are in the hands of the most capable in the private healthcare industry. The role requires exceptional telephone and email communication skills, dealing with both incoming and outgoing calls and emails

You'll help us make health happen by:

• To deliver work-class customer service communicating professionally with our self-pay patients with information regarding treatment, pricing, packages, consultants available and appointment availability. Offering a concierge service supporting them on their patient journey.
• To act as a key contact for consultants and medical secretaries to gain information about the self-pay process as well as receive quotations and further general support.
• Answer telephone, webform and email enquiries within the specified SLA timeframe, providing an exceptional customer experience at every opportunity.  
• Support patients with finance applications where necessary and liaising with both our finance partner and Admissions Teams where required to facilitate a smooth patient journey.
• Understand how to track self-pay patient activity from consultation to discharge, making recommendations to optimise the patient experience and meet the monthly revenue targets.
• To work with the Marketing Team to understand the drivers for self-pay patients and advise on optimising marketing performance.
• Support the rest of the Contact Centre when required in answering telephone calls and booking appointments for non self-pay patients
• To ensure the qualitative delivery of service to patients at all times.
• Ensure the delivery of service against core standard operating models.
• Thorough understanding of product / service including opportunities to be gained.
• Adopt the prescribed approach to clearly explain services and procedures including handling obstacles to convert enquiries to confirmed bookings as appropriate.
• Build strong working relationship with patients and promote the services of Cromwell hospital.
• Develop strong internal relationships with other teams in the hospital including general business support.
• Analyse / understand the market and competition to facilitate engagement plan

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role.

Before you apply for a vacancy, please ensure your job history on your workday profile is up to date with all your career history and achievements.  This will mean the Recruitment team have all the relevant information they need to review your application.

Please be aware that if you're successful in securing this role there may be changes to your notice period and other terms and conditions, your recruiter will be able to advise what this means for you during your application.

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

At Bupa we strive to ensure all our of customers, patients and staff are safe.  All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately