Private Patient Services Advisor

Job summary

Join Horder Healthcares Private Patient Advisory Team at The Horder Centre in Crowborough. As a Private Patient Services Advisor, you will be the main point of contact for prospective private patients, guiding them seamlessly from their initial enquiry through to booking. This position is ideal for an excellent communicator who thrives on building relationships, managing multiple systems, and delivering an exceptional standard of customer service.

Main duties of the job

• Enquiry Management: Handle self-pay and PMI enquiries across phone, email, online, and face-to-face channels.
• Patient Guidance: Provide clear, accurate information regarding pricing, procedure options, consultant availability, and appointment details.
• Sales & Lead Conversion: Convert warm leads into bookings and appointments to meet key performance targets.
• Payment Handling: Process and collect payments for patient consultations.
• Administration: Maintain accurate, up-to-date patient and booking records across internal databases.
• Service Excellence: Deliver customer service in line with top independent healthcare standards.

About us

Horder Healthcare has been committed to caring since 1954 when we were called 'The Horder Centre for Arthritis'. We've come a long way since then. Our consultants are amongst the most skilled, experienced and innovative in their field. Our staff love to work here, so it makes sense that our patient outcomes are in the top 99%.

We have grown into a multi-service healthcare provider, with hospitals in Crowborough and East Grinstead, and outreach clinics in Eastbourne and Seaford. We are committed to making a positive impact to the health of individuals and the communities in which we work.

Not only have we developed an international reputation for orthopaedic and musculoskeletal care, our partnership with The McIndoe Centre - the birthplace of pioneering plastic surgery treatments, means that we can deliver high-quality plastic, reconstructive, maxillofacial, ophthalmology and orthopaedic services from world-class consultants to an even greater number of people.

We know that our working lives are fundamental to emotional wellbeing. Our employees are as valuable to us as our patients and we see it as our duty to nurture an engaged and skilled workforce. To do this we ensure employees have access to training and development opportunities as well as being a flexible and diverse workplace.

We are committed to caring, and committed to you.

Job responsibilities

Join Horder Healthcares Private Patient Advisory Team at The Horder Centre in Crowborough. As a Private Patient Services Advisor, you will be the main point of contact for prospective private patients, guiding them seamlessly from their initial enquiry through to booking. This position is ideal for an excellent communicator who thrives on building relationships, managing multiple systems, and delivering an exceptional standard of customer service.

Person specification

administration

Essential

• Proven customer service experience (telephone, face-to-face, and written)
• Strong IT literacy and comfort handling multiple systems
• Experience working within service performance standards
• Strong organizational and workload prioritization skills
• Confident, presentable, and professional communication style

Desirable

• Background in sales or lead conversion
• Previous experience working within a healthcare setting