Patient Pathway Administrator (Billings Team)
Job Description:
Full Time Position 40 Hours a week
Reporting to Lead Patient Pathway Administrator / Business Office Lead
Summary
- We are seeking administrative staff experienced in self-pay and insurance billing that are impeccably presented with a warm professional manner to join our team at a private outpatient centre on Welbeck Street, in Central London
- We understand what an important role the patient pathway administrator has and that our staff are essential to our reputation
- This is a unique opportunity to work with a group of leading consultants within a growing and dynamic organisation. You will be joining us as we continue to develop our centres and enhance our patient experience, with opportunities for personal and professional development.
- Welbeck London is developing several other centres on 1 Welbeck Street, which will be linked but operate independently. Further centres are also under development or planned around the UK and internationally.
Main duties and responsibilities
· To create a positive first and lasting impression by offering our visitors and patients a warm and professional welcome.
· To support and facilitate a smooth financial patient journey through the centre with a patient-centred approach, ensuring clarity and transparency of all costs and billing processes.
· To take ownership of patient billing pathways, including:
- Raising accurate invoices for self-pay patients
- Processing insured billing submissions in line with insurer requirements
- Ensuring completeness and accuracy of billing data prior to submission
· To manage complex insurance billing processes, including:
- Verification of patient eligibility and policy benefits
- Obtaining and validating pre-authorisations for procedures and diagnostics
- Understanding and applying CCSD codes and insurer-specific rules
- Identifying and managing shortfalls, exclusions, and co-payments
- Resolving rejected or queried claims in a timely manner
- Liaising directly with insurers regarding complex or disputed claims
· To support patients with billing-related enquiries, including sensitive conversations around insurance cover, shortfalls, and financial responsibility, providing clear and empathetic communication.
· To proactively contact patients regarding outstanding balances, including:
- Communicating unpaid fees via telephone and email in a professional and sensitive manner
- Explaining charges, outstanding balances, and payment expectations clearly
- Supporting patients in understanding their financial responsibility where insurance does not fully cover treatment
- Agreeing payment plans where appropriate in line with centre policies
· To assist with debt management processes, including:
- Monitoring aged
- Debt and highlighting overdue accounts
- Following up outstanding payments in a timely and consistent manner
- Escalating complex or long-outstanding debts in line with internal procedures
- Working collaboratively with the Business Office to minimise bad debt and optimise collections
· To manage billing inboxes, ensuring all queries are triaged and responded to efficiently and within agreed timelines.
· To ensure that all services, procedures, and consumables are captured accurately and billed in accordance with consultant instructions and centre policies.
· To work closely with consultants, medical secretaries, and clinical teams to ensure accurate charge capture and appropriate coding for all activity.
· To support credit control processes where required, including following up outstanding balances and assisting in debt resolution.
· To ensure that patient records and billing information are accurately maintained on relevant electronic systems.
· To undertake daily, weekly, and monthly checks and audits relating to billing accuracy, revenue capture, and compliance with centre and insurer policies.
· To support the Business Office / Admin Lead and Centre Director in maintaining an efficient, compliant, and high-performing billing function.
· To help implement new ways of working to improve billing efficiency, reduce errors, and enhance the overall patient financial experience.
· To maintain strict confidentiality at all times.
· To serve and protect the healthcare community by adhering to professional standards, hospital policies and procedures, and regulatory requirements.
· To provide support and cross-cover across the wider administrative team, including front-of-house where required.
· Enhances centre reputation by accomplishing new and different requests; exploring opportunities to add value to role and exceed expectations at every point of patient contact.
· Strong working knowledge of Microsoft Excel and Outlook.
· Performs other miscellaneous duties as required.
Profile
Education and experience
· Experience in a private healthcare environment (essential)
· Previous experience within a billing, finance, or business office role (essential)
· Strong experience in complex private medical insurance billing and claims management (essential)
· Understanding of CCSD coding, insurer requirements, and pre-authorisation processes (essential)
· Higher education (A Levels) (desirable)
· Experience in a high-quality customer-facing role, 5-star hospitality experience ideal
· Experience utilising MS Office (Word, Excel, Outlook)
· Ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships
· Experience handling confidential and sensitive information (essential)
Key Skills
· Excellent interpersonal skills
· Excellent organisational skills
· Strong attention to detail, particularly in financial accuracy and billing processes
· The ability to work autonomously as well as part of a team
· The ability to work across functions and manage pressure in a fast-paced environment
· Diplomacy and professionalism when handling sensitive financial and insurance matters
· Strong analytical and problem-solving skills, particularly in resolving complex billing queries
· A high level of numerical and literacy skills to support billing, reconciliation, and reporting
· High levels of motivation
Salary & Benefits
- Competitive salary (experience dependent).
- Private healthcare
- 5% Contributory pension scheme.
- 27 days holiday
- Life Insurance Benefit
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Cycle to work scheme
- Employee discount
- Private medical insurance
- Sick pay
- Work from home
Work Location: In person
