Bank - Private Patients Adviser

4 months ago

Blackpool, United Kingdom Spire Healthcare Full time

Bank Private Patient Adviser | Spire Fylde Coast Hospital, Blackpool

**Job Duties**:

- Effective, professional handling of insured and self-pay pre-clinic enquiries in line with current working instructions capturing enquirer details, booking appointments, resolving queries, giving information on procedures and pricing, providing advice and practical help.
- To convert self-pay and insured enquiries to consultation in line with current outpatient appointment targets.
- To follow up self-pay patients after clinic in line with current working instructions to maximise conversion to surgical admission and ensure TCI dates agreed with patient.
- To monitor self-pay and insured patients and liaise with departments to ensure TCI dates are set and occur to meet monthly admissions targets.
- To manage CRM self-pay enquiry queue to keep ‘in-progress’ enquiries in line with current targets.
- Effectively sell against competitor hospital and NHS funded treatment by understanding Spire Healthcare USPs.
- To promote and book patients to mini consultation events organised by the business development team. To attend events and liaise with patients, booking patients into consultations or procedures.
- Understand company and hospital policies relating to area of responsibility and undertake all work in accordance with policy and procedures.
- Use the CRM system fully and correctly to keep record of all enquiries and interactions to robustly manage and convert enquiry leads.

**CORE COMPETENCIES REQUIRED
**Customer Focus**
- Seeks out and understands the needs of customers, using these to maximise conversion opportunities.
- Proactively strives to exceed targets.
- Reinforce brand and product reputation at all opportunities.
- Listens to the customer and adapts response based upon customer requirements.
- Understands their impact on the commercial success of the hospital.

**Commercial Awareness**
- Understands the potential of the role to impact and support the Hospital and Spire Healthcare’s business.
- Understands the strategic importance of the self-pay business within the Private Healthcare sector.
- Understand the value of collecting quality data.

**Organisational Effectiveness**
- Manages multiple tasks and conflicting demands.
- Prioritises enquiries to meet targets.
- Identifies and supports new and improved ways of working. Able to accept and implement constructive feedback.

**Effective Communication**
- Communicates effectively with internal and external stakeholders.
- Communicate opportunities and concerns to the Business Development Team.
- Able to use questions effectively to understand the needs and drivers of the patient.
- Ability to listen actively, understand concerns; and recognise and act on the needs of the customer.
- Able to build rapport and show empathy.
- Takes ownership of enquiry and the patient journey.
- Ability to convey technical/procedural information in a clear and understandable manner.
- Actively uses closing techniques to maximise conversion opportunity.

**EXPERIENCE AND SKILLS**
- Experience in a sales role, handling a large number of customer enquiries and meeting sales targets.
- Numeracy with the ability to calculate procedure prices.
- Standard of Education - 5 GCSE, grade A-B or equivalent.
- Excellent phone manner.
- Analytical approach, able to ascertain fact, problem solve and seek answers to queries for the customer.
- A strong understanding of the Private Healthcare business.

**Additional**
- Proactively seeks out opportunities to self-develop and improve core sales and enquiry handling skills, including coaching visits with Spire trainers and call recording sessions.
- Undertake training and development necessary for the role.
- Be responsible for the secure control of managing confidential patient and business data in line with business and legislative requirements, such as GDPR.

**Benefits**:
We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

- Bank colleagues are paid weekly
- We offer competitive rates to our bank colleagues who work on a flexible basis, often to cover busy periods, sickness, or annual leave
- Save an average of £50 per month with our free onsite car park
- Access to Spire Healthcare pension
- Free uniform
- Free DBS
- Full induction, including mandatory training updates
- Opportunities for further training and progression into permanent posts
- Knowledge, support and guidance through your recruitment journey from Spire’s specialist resourcing team.

We commit to our employee’s well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

For us, it's more than just treating patients; it'

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