Self-Pay Administrator

Job Description:

Self-Pay Administrator

High Street Kensington Office, W8 5ED/ Hybrid (subject to performance)

Permanent

£30,900 + Excellent benefits

Hybrid working subject to performance

Full time hours – 37.5

Shifts operate between 08:00 – 18:00 Mon to Fri. You are however expected to work flexibly if required. Subject to change dependent on business requirement

We make health happen.

Working in our support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards 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.

Role Overview

The role of Self-Pay administrator is to 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. They will promote the benefits of Bupa’s secondary care sites. Exploring consultants and treatments available, 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. The successful candidate will report into the Commercial Team but also have close ties to the Contact Centre team, the consultant body and the Admissions Team.

You’ll help us make health happen by:

• Communicating effectively, positively and professionally with prospective self-pay patients, providing them with information on treatments, packages, pricing and consultants available.
• Answering telephone and email enquiries within the specified SLA timeframe, providing an exceptional customer experience at every opportunity.
• Supporting patients with finance applications where necessary and liaising with both our finance partner and Admissions Teams where required to facilitate a smooth patient journey.
• Understanding how to track self-pay patient activity and make recommendations for optimising the patient journey to improve the patient experience and meet the monthly revenue targets
• Be the point of contact for all self-pay queries across all departments, and consultants and their secretaries.
• Liaising with consultants and secretaries on self-pay queries, including sharing information on packages available, pricing and booking appointments where necessary.

• Thorough understanding of service including opportunities to be gained.
• Adopting the prescribed approach to clearly explain services and procedures including handling obstacles to convert enquiries to confirmed bookings as appropriate.
• Building strong working relationship with patients and promote the services of Bupa’s Secondary Care sites.
• Ensuring the maximisation of conversion rates to a minimum of 70% of all self-pay patient enquiries into confirmed / booked consultation appointments.
• Ideas generation for improvements to systems and processes to facilitate Bupa’s Diagnostic and Secondary Care’s strategic objectives.
• Updating and maintaining patient records in bespoke systems.

Key Skills / Qualifications needed for this role:

• Experience in sales, customer service, account management.
• Good financial numeracy with the ability to calculate procedure prices quickly.
• Exceptional communication skills – verbal and written
• Flexible and proactive approach, able to problem solve on the spot and seek solutions.
• Good stakeholder management / relationship building skills.
• A good understanding of private healthcare would be desirable.

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:

• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual Health Services Bonus Scheme
• Support with travel costs via a season ticket loan or cycle2work
• Various other benefits and online discounts

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

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