Job Description:
Patient Advisor
King Edward VII's Hospital, 5-10 Beaumont Street, Marylebone, London W1G 6AA
Permanent (37.5hrs)
On Site (Hybrid Available After Probation)
Circa. £30,930pa + Fantastic Benefits
How you'll help us make health happen.
Join our dedicated Contact Centre team and play a vital role in supporting patients at every step of their healthcare journey. As a Patient Advisor, you'll be the reassuring voice that guides individuals through enquiries, appointments, and pricing information - ensuring every patient feels cared for, informed, and confident.
Be the reassuring first point of contact for patients - guiding them to the right consultants and services, providing clear and accurate information, and ensuring every interaction is handled with empathy, professionalism, and confidentiality. You'll work closely with clinical teams to create seamless patient experiences and deliver timely, supportive communication across phone, email, online, and in-person channels.
Key Responsibilities
Handle patient enquiries across all channels, booking suitable appointments and directing to medical secretaries when required.
Deliver empathetic, professional support while accurately recording all interactions in the CRM.
Manage GP referral enquiries and ensure smooth coordination across referral pathways.
Prepare clear, timely pricing documentation and work with consultants' teams to process pricing requests.
Explain admissions, billing, and hospital policies in a patient-friendly way while ensuring secure fee collection.
Gather market intelligence and support ad hoc commercial projects to aid wider business needs.
Key Skills / Qualifications:
Strong customer service and/or sales experience with excellent interpersonal skills.
Healthcare/Medical Experience (Essential)
Telephony experience (advantageous)
Empathetic communicator with confident listening abilities and emotional resilience.
Strong problem-solving skills with a tenacious, proactive approach.
Excellent written and verbal communication skills.
A collaborative team player who demonstrates professionalism and embodies our values: Quality, Respect, Safety, and Teamwork.
Benefits
At King Edward VII's Hospital, we want to reward our staff for the amazing job that they do.
As part of the team, you will have access to a range of benefits for your work and home life.
We offer a variety of benefits that take into consideration how you commute to work, your health and well-being and recognising your service and any staff referrals you make to the Hospital.
Take a look at the full range of benefits on offer when working here:
Annual leave entitlement of 25 days + bank holidays increasing with length of service
In-house training for all staff
Company pension scheme
Interest free travel loan
Private healthcare (Eligible after 12m)
Bicycle Loan Scheme
Retailer discounts
Employee Assistance Programme
Part of a Globally Trusted Healthcare Group
When you join King Edward VII, you also become part of Bupa - a global healthcare leader with the scale, stability and expertise of a major international brand. Being backed by Bupa means access to an extensive network of clinical and operational specialists, shared best practice from across the organisation, and the support of well‑established systems that help you grow, develop and deliver exceptional care. Our size gives us strength, while our purpose keeps us personal.
We champion diversity and want our people to reflect the communities we serve. Everyone is encouraged to ”Be you at Bupa”, and we actively welcome colleagues from all backgrounds and experiences. Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.
If you require information regarding this role in an alternative format, please email: careers@bupa.com
Time Type:
Full timeJob Area:
Locations:
King Edwards VII HospitalAt Cromwell Hospital, we have a great team of determined and loyal health care professionals. We’re continually investing in the world’s most advanced diagnostic and treatment technologies. That's why patients choose to come to us from across the UK, and more than 100 other countries around the world.
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
