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Self-Pay Administrator

High Street Kensington Office, London, W8 5ED

Hybrid working (flexible but need to be in the office for training)

Bank Contract

£12.74PH

Full time – Up to 37.5hrs a week (Shifts are between 8am to 6pm Monday to Friday)

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.

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.

Role Overview

As a Self-Pay Administrator, you will provide excellent customer service to existing and prospective self-pay patients. You 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. The successful candidate will report into the Contact Centre Team but also have close ties to the Commercial Development Team, the consultant body and the Admissions Team.

What you’ll do:

• Communicate effectively, positively and professionally with prospective self-pay patients, providing them with information on treatments, packages, pricing and consultants available.
• Answer telephone 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 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
• Support the rest of the Contact Centre when required in answering telephone calls and booking appointments for non self-pay patients
• Liaise with consultants and secretaries on self-pay queries, including sharing information on packages available, pricing and booking appointments where necessary.
• To ensure the qualitative delivery of service to patients at all times.
• To become the primary point of contact for patients, clinicians and support teams.

What you’ll bring:

• Experience in a sales, customer service, account management or business development role is essential
• Administration experience
• Excellent communication skills across face-to-face, telephone and email
• Flexible and proactive approach, able to problem solve on the spot and seek solutions
• Good stakeholder management / relationship building skills
• Good Organisational Skills
• IT Literate

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. Alongside flexible hours to suit your own circumstances you’ll also be able to take advantage of other great benefits such as:

• Equivalent to 20 days annual leave per year, accrued on a monthly basis based on the number of hours worked each month from commencement of employment.
• Discounted private medical insurance to help you keep fit and healthy
• Various family friendly benefits and discounts online from shopping, entertainment, eating out and insurance cover.
• Subsidised staff canteen and coffee shop lead by expert caterers.
• Free onsite massages as a recognition for your hard work
• Subsidised Gym membership to aid your physical and mental wellbeing

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Whether you’ve found your feet or are discovering a new path.

Welcome to a place that celebrates you.

This isn’t where you've been.

This is where you're going.

This is what we have belief in.

If you are interested in the role and would like a chat, please contact me at [email protected]

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