Reservations Officer

Job Description:

Reservations Officer

New Victoria Hospital, Kingston upon Thames (KT2 7EG)

Permanent

Full Time: 37.5 hours a week

Monday to Sunday

Hours of work are between 8am and 8pm

Salary: £30,500 a year

We Make Health Happen

At New Victoria Hospital, we are committed to delivering exceptional patient care and creating a welcoming experience for every individual who walks through our doors. As part of Bupa, you'll be joining a team that is passionate about making health happen by putting patients at the heart of everything we do.

We are looking for a highly organised Reservations Officer to provide an efficient admitted care service for inpatient and day-case patients, ensuring a seamless patient journey, effective theatre utilisation, timely completion of pre-operative requirements and robust financial clearance processes that protect hospital revenue while delivering an exceptional patient experience.

How You'll Help Us Make Health Happen

The Reservations Officer is responsible for ensuring that inpatient and day-case admissions are financially cleared before treatment. You will obtain and verify insurer authorisation, confirm that the planned treatment and expected length of stay are covered, and ensure that self-pay patients have paid the required amount in advance.

The role provides accurate, timely communication to patients, consultants, medical secretaries, insurers and hospital teams. During an admission, the Reservations Officer also receives, records and manages requests for an extended length of stay, securing further insurer approval or additional self-pay funds as required.

Key Responsibilities

• Obtain pre-authorisation for all insured inpatient and day-case treatment before admission, using Providers Online (POL), insurer portals, telephone calls and secure email correspondence.
• Confirm that insurer approval matches the planned procedure, consultant, admission date, expected length of stay and any relevant exclusions, excesses or shortfalls.
• Record authorisation numbers, approved treatment, agreed length of stay and supporting correspondence accurately in the hospital system.
• Check authorisation status before admission and promptly resolve missing, incomplete, declined or restricted approvals with the insurer, patient, consultant or medical secretary.
• Escalate unresolved financial-clearance risks in sufficient time to avoid preventable delays or unapproved treatment.
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• Use Bupa Providers Online (POL) to request, receive, review and update treatment authorisations.
• Confirm the agreed self-pay package or estimate and ensure the required payment has been received and allocated before admission.
• Contact patients courteously regarding outstanding balances, payment requirements and financial documentation.
• Do not confirm financial clearance until payment is verified; escalate exceptions in line with hospital policy.
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• Receive and manage all requests for an extended length of stay for insured and self-pay patients while they are in hospital.
• Where an insurer declines or limits an extension, escalate immediately and ensure the patient is informed of any potential personal liability through the appropriate process.
• Process reservations accurately and confirm that patient demographics, consultant instructions, procedure details and admission information are complete.
• Conduct pre-admission checks and courtesy calls to confirm registration, financial clearance and any outstanding requirements.
• Liaise professionally with patients, relatives, consultants, medical secretaries, insurers, wards, theatres, pre-operative assessment and finance colleagues

• Adhere to Hospital policies and procedures and relevant legislation including the requirements of any professional bodies
• Understand and incorporate the organisational values into daily working practice:

Compassionate

Exceptional

Ethical

Evolving

• Attend mandatory training as identified by the Hospital
• Develop own knowledge, skills and experience through supervision practice and educational opportunities within the spirit of lifelong learning
• Work as part of a team and collaborate with colleagues
• Ensure good communication links are established with all other departments within the hospital
• Maintain a high level of security awareness

Key Skills / Qualifications

Essential

• Knowledge of Microsoft Office
• IT Literacy skills
• Administrative skills and competences
• Excellent communication skills, verbal and written
• Excellent organisational skills
• Ability to use own initiative
• Good interpersonal skills, for effective working relationships throughout the Hospital
• Ability to prioritise work
• Ability to work as part of a team
• Have a flexible and adaptable approach to working patterns

Desirable

• Meditech or equivalent
• Administration in a hospital or GP surgery

Benefits

At New Victoria 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 21 days increasing with length of service
• In-house training for all staff
• Company pension scheme
• Life assurance
• Employee Referral Scheme
• Access to subsidised staff restaurant
• Interest free travel loan
• Private healthcare (T&Cs Apply)
• Bicycle Loan Scheme
• Retailer discounts
• Employee Assistance Programme

Part of a Globally Trusted Healthcare Group

When you join New Victoria, 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.

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