The Private Patient Coordinator is responsible for managing the patient journey for private patients, ensuring an exceptional standard of customer service from initial enquiry through to completion of treatment. The role includes coordinating appointments, providing treatment information and quotations, handling payments, liaising with clinicians and external suppliers & hospitals, and ensuring all administrative processes are completed accurately and confidentially.
Key Responsibilities
- Act as the first point of contact for private patient enquiries by telephone, email, and in person.
- Coordinate consultations, treatments, investigations, and follow-up appointments.
- Prepare and issue treatment plans, quotations, and invoices.
- Process payments and maintain accurate financial records in accordance with practice procedures.
- Liaise with consultants, clinicians, nursing staff, and external providers to ensure seamless patient care.
- Maintain accurate patient records in line with GDPR, NHS, and practice policies.
- Ensure private patient documentation, consent forms, and correspondence are completed and filed correctly.
- Provide patients with information regarding procedures, pricing, and payment options.
- Monitor clinic capacity and assist with efficient scheduling to maximise service utilisation. - Resolve patient queries and concerns promptly, escalating issues where appropriate.
- Support the promotion and development of private services within the practice.
- Cover reception when needed.
- Ensure daily jobs are completed and support in administrative tasks.
- Participate in team meetings and training.
Person Specification
Essential
- Excellent communication and interpersonal skills.
- Strong organisational and time management abilities.
- High level of customer service and professionalism.
- Ability to work independently and as part of a multidisciplinary team.
- Good IT skills, including Microsoft Office and patient management systems.
- Understanding of confidentiality, GDPR, and data protection requirements.
Desirable
- Previous experience in a healthcare administrative or patient-facing role.
- Experience coordinating private healthcare services.
- Awareness and understanding of CQC requirements & policies.
- Knowledge of medical terminology.
- Experience with private medical insurance processes.
- Understanding of healthcare quality standards and patient experience.
Skills and Competencies
- Excellent organisational skills.
- Strong attention to detail.
- Ability to prioritise a busy workload.
- Professional and empathetic approach.
- Problem-solving and conflict-resolution skills.
- Financial administration and payment handling experience.
Working Conditions
- Office and clinical environment.
- May require occasional flexibility to meet service needs.
- Compliance with all organisational policies, including health and safety, infection prevention, safeguarding, and confidentiality.
Key Performance Indicators (KPIs)
- Patient satisfaction scores.
- Accuracy of patient records and billing.
- Timely response to patient enquiries.
***** Private Health Insurance not included at this time *****
***** Interviews will be held early September *****
Pay: £26,500.00-£29,000.00 per year
Benefits:
Language:
Work Location: In person
