This is a varied role covering all aspects of administrative service from front of house, sales, enquiries, billing and booking appointments.
In this role you will be an integral part of a team, who is accountable for your actions and omissions. This position is pivotal to the business in creating a positive and effective working environment.
An individual who is committed to delivering the highest quality and standard of work, where you will be valued for your skills and expertise.
The successful applicant will be required to work shifts ranging between 06:45 am to 20:00 pm Monday to Friday, with thr occassional weekend.
Duties:
Bookings & Patient Administration:
- Manage patient bookings for consultations, diagnostics, outpatients and theatre using Meddbase
- Act as an administrative contact for patients, consultants, medical secretaries and hospital teams
- Ensure consultant, procedure, location, date, time and payer details are recorded accurately
- Progress bookings from enquiry or referral through to confirmation and complete outstanding actions
- Liaise with Theatre, Outpatients, Imaging and other teams to coordinate the patient journey
- Attend booking meetings and maintain oversight of upcoming cases and outstanding actions
- Check insurance pre-authorisation details and ensure codes are valid where applicable
- Prepare and issue approved self-pay quotations in line with hospital pricing
- Raise invoices accurately and collect self-pay fees in accordance with hospital processes
- Follow up outstanding quotations, bookings, documentation and payments within agreed KPIs
- Ensure registration, terms and conditions and required administrative documents are completed
- Coordinate meals, accommodation and other agreed booking requirements where applicable
- Prepare theatre and administrative folders and ensure booking documents are available
- Support patient admission, check-in and departure processes when required
- Maintain accurate booking notes, referral details, contact information and payer records
- Monitor booking and departmental inboxes and respond within agreed service standards
- Answer patient queries within the administrative remit and escalate clinical questions
- Coordinate appointment changes and cancellations and notify all relevant parties
- Follow up patients where information or action is required to progress a booking
- Maintain confidentiality and accuracy when handling patient information and records
- Identify booking issues or delays early and escalate them appropriately
- Support accurate tracking and reporting of bookings, enquiries and service activity
General Administration:
- Provide day-to-day administrative support across the hospital and prioritise workload appropriately
- Answer telephone calls professionally and take or relay accurate messages
- Receive and process departmental mail and emails, prioritising and escalating as appropriate
- Maintain accurate electronic and paper records and file or upload documents correctly
- Prepare professional correspondence for patients, consultants and medical secretaries
- Update Meddbase, CRM and other hospital systems accurately following interactions
- Prepare reports, patient lists, spreadsheets and other administrative documents as required
- Monitor shared inboxes and work queues and complete actions within agreed KPIs
- Manage stationery and non-clinical consumables through the hospital requisition process
- Support meetings, scheduling and completion of agreed follow-up actions
- Assist with secure patient information requests and transfer of records in line with policy
- Communicate clearly and work collaboratively with colleagues across all departments
- Contribute to administrative processes that improve efficiency and the patient journey
Front of House Support:
- Provide reception and front of house cover when required by the rota or service needs
- Welcome patients, visitors, consultants and guests in a courteous and helpful manner
- Ensure everyone receives a professional and personalised welcome to the hospital
- Check patients in and out and confirm relevant appointment details
- Direct patients and visitors to the correct department or waiting areaRespond positively to queries or concerns and escalate issues when required
- Check invoices and collect approved patient payments when requires
- Confirm registration forms and terms and conditions have been completed where applicable
- Maintain visitor, contractor and delivery logs accurately
- Receive deliveries and pass items securely to the appropriate department
- Answer incoming calls and direct calls or messages to the appropriate team
- Support anxious or upset patients while remaining calm, professional and compassionate
- Maintain an organised and professional reception and patient-facing environment
- Support consultants and hospital teams with ad hoc room, clinic and admin coordination
Departmental Support:
- Provide administrative support to Imaging, Outpatients, Theatre and other departments when required
- Assist with booking and coordinating X-ray, MRI, Ultrasound and CT appointments
- Give patients clear appointment, preparation and administrative follow-up information
- Support the secure transfer, receipt and upload of clinical images, reports and documents
- Liaise with consultants, medical secretaries and clinical staff to progress requests
- Track outstanding departmental actions and follow up or escalate delays where necessary
- Experience with Meddbase, RIS, CRIS, IEP or similar healthcare systems is advantageous
KNOWLEDGE, TRAINING & EXPERIENCE:
- Previous experience in healthcare, hospital administration, hospitality or customer service
- Experience in a busy administrative or bookings role
- Attained GCSE Maths and English (Grades A – C) or equivalent
- Excellent written and verbal communication skills
- Computer literate in Microsoft Office and able to learn relevant hospital systems
- The ability to remain calm, professional and organised at all times
- The ability to multitask and prioritise effectively
- Possess exemplary customer service and a patient-focused approach
- Excellent attention to detail and accuracy when handling patient and financial information
- Build and develop positive internal and external relationships in order to work collaboratively and foster good relations
- Proactive ability to adapt to changing circumstances and service prioritiesFlexibility to respond to urgent requests
- Ability to work independently using your own initiative and escalate appropriately
- A confident individual who is well organised and self-motivated
- Work well in a multi-disciplinary and cross-functional team
- Applicants must demonstrate a caring and compassionate manner
AUTONOMY/FREEDOM TO ACT:
- Maintaining confidentiality and handling personal information in line with hospital policy
- Recognise own level of competence and limitations and escalate matters appropriately
- Adhere to Harley Street Specialist Hospital policies, procedures and processes
- Undertake all training and development courses deemed appropriate for the role as specified by HSSH policy and procedure within agreed timeline
ACCOUNTABILITY & STRATEGIC INPUT:
- Report safeguarding or patient safety concerns immediately to the appropriate healthcare professional
- Report operational concerns, incidents or risks promptly to the appropriate manager
- Report complaints to the registered practitioner in charge or appropriate manager immediately
- Always exhibit professional behaviour and attitude
- Demonstrate flexibility in shift patterns and duties to meet the needs of the department and service users
SCHEDULE:
- 37.5 hours per week/varying shifts
- Day shift
- Monday to Friday
- Weekend availability
Job Types: Full-time, Permanent
Pay: Up to £27,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Private medical insurance
- Referral programme
- Sick pay
Experience:
- Front of House: 1 year (required)
- Healthcare: 1 year (preferred)
Work Location: In person
