Job Description:
Senior Patient Advisor
King Edward VII's Hospital, 5-10 Beaumont Street, Marylebone, London W1G 6AA
Permanent (37.5hrs) On-Site (Monday-Friday)
Salary:- £32,930pa + Fantastic Benefits
How you'll help us make health happen.
As a Senior Patient Advisor, you'll play a vital role in delivering an exceptional patient experience from first enquiry through to appointment and admission. Acting as a trusted point of contact, you'll support patients with empathy, professionalism and understanding, providing clear guidance on services, treatments, consultants and pricing. You'll help patients access the care they need quickly and confidently while ensuring every interaction is handled with compassion and confidentiality.
As a senior member of the Contact Centre team, you'll also support colleagues, help maintain high service standards and work closely with consultants and practice teams to ensure a seamless patient journey. Your leadership, problem-solving skills and commitment to customer excellence will help drive service quality, operational efficiency and positive patient outcomes.
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.
Support pricing requests, 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.
Assist with the induction, training and development of new team members.
Support the Contact Centre Manager with monitoring service levels, booking activity and conversion performance.
Help resolve complaints and service issues promptly and professionally.
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.
Confident supporting, coaching and guiding colleagues while contributing positively to team performance.
High 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
#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
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
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.
