Senior Patient Advisor

Location: City of Westminster

Job Description:

Senior Patient Advisor King Edward VII's Hospital, 5-10 Beaumont Street, Marylebone, London W1G 6AA
Permanent (37.5hrs) On-Site (Monday-Friday)
Salary:

- £32,930pa + Fantastic Benefits How you'll help us make health happen.

As a Senior Patient Advisor, you'll play a vital role in delivering an exceptional patient experience from first enquiry through to appointment and admission. Acting as a trusted point of contact, you'll support patients with empathy, professionalism and understanding, providing clear guidance on services, treatments, consultants and pricing. You'll help patients access the care they need quickly and confidently while ensuring every interaction is handled with compassion and confidentiality.

As a senior member of the Contact Centre team, you'll also support colleagues, help maintain high service standards and work closely with consultants and practice teams to ensure a seamless patient journey. Your leadership, problem-solving skills and commitment to customer excellence will help drive service quality, operational efficiency and positive patient outcomes.

Key Responsibilities Deliver an outstanding patient experience by managing enquiries via telephone, email, online channels and in person.

Support patients in choosing the most appropriate consultant, specialist or service for their needs.

Book appointments and coordinate referrals with consultants and medical secretaries.

Provide accurate information on hospital services, treatments, pricing and insurance arrangements.

Handle sensitive patient information with discretion while maintaining confidentiality at all times.

Maintain accurate records of patient interactions within CRM and booking systems.

Support pricing requests, provide procedure cost information and answer admission-related queries.

Ensure admission fees are collected securely and in line with hospital protocols.

Act as a first point of contact for Patient Advisors requiring support with complex enquiries or patient concerns.

Assist with the induction, training and development of new team members.

Support the Contact Centre Manager with monitoring service levels, booking activity and conversion performance.

Help resolve complaints and service issues promptly and professionally.

Coordinate day-to-day Contact Centre activities to ensure excellent service coverage.

Lead operational activities during periods of manager absence, ensuring continuity of service.

Contribute to service improvement initiatives, projects and market intelligence activities.

Key Skills /

Qualifications:

Previous experience in a customer service, contact centre, patient services or healthcare administration role.

Excellent communication and relationship-building skills, with a passion for delivering outstanding patient experiences.

Strong organisational, problem-solving and time management skills, with the ability to thrive in a fast-paced environment.

Confident supporting, coaching and guiding colleagues while contributing positively to team performance.

High levels of empathy, professionalism and attention to detail, with the ability to handle sensitive and confidential information.

Experience using CRM and booking systems, with knowledge of healthcare admissions, appointments and pricing processes being advantageous.

Benefits#At King Edward VII's Hospital, we want to reward our staff for the amazing job that they do.

As part of the team, you will have access to a range of benefits for your work and home life.

We offer a variety of benefits that take into consideration how you commute to work, your health and well-being and recognising your service and any staff referrals you make to the Hospital.

Take a look at the full range of benefits on offer when working here:

Annual leave entitlement of 25 days + bank holidays increasing with length of service

In-house training for all staff

Company pension scheme

Life assurance

Employee Referral Scheme Access to staff restaurant

Interest free travel loan Private healthcare (Eligible after 12m)
Bicycle Loan Scheme Retailer discounts

Employee Assistance Programme Part of a Globally Trusted Healthcare Group When you join King Edward VII, you also become part of Bupa -…