Patient Relation Officer

7 months ago

South West London, United Kingdom Bupa Full time

**Patient Relations Officer**

**Permanent Contract**

**Cromwell Hospital, London SW5 0TU**

**£ **25,526.80 **+ Fantastic benefits**

**Full time - 37.5hrs**
- We consider all types of flexibility, including locations, hours and working patterns. _

**We make health happen**

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

To provide an efficient, comprehensive and flexible service to all Hospital customers ensuring excellent standards of customer care are maintained at all times.

**You’ll help us make health happen by**:

- To proactively be aware of patients arriving and leaving the hospital greeting them with a smile, exhibiting positive body language and proactively engage with patients when they appear to be needing assistance in all areas of the lobby.
- To ensure that personal presentation and behaviour is of the highest standard at all times.
- To take necessary measures to ensure that the presentation of the hospital, both inside and outside is impeccable, i.e. tidy up and organise newspaper and magazine displays, remove empty beverage cups and other wraps from tables, ensure the forecourt is tidy at all times and proactively communicate with housekeeping to ensure public areas are maintained regularly.
- To assist patients and clients with arranging transport to and from the hospital by hailing black cabs or ordering a car service with the assistance of the Receptionist at the Main Reception desk.
- To ensure that the product knowledge of the Hospital and its services is current and that patients and clients are advised/directed accordingly.
- To promote a positive perception of the company at all times both internally and externally through the provision of a polite, professional and courteous service.
- Dealing with general and specific queries from patients, doctors, purchasers & other departments via telephone, letter and in person.
- Special attention and assistance must be given to patients who might need additional help due to language barriers, physical disabilities or other factors that might be restricting them or making the hospital visit more challenging.
- To build and maintain effective working relationships across the hospital and in particular the Outpatient department, the Business Office Admissions team and the International Patients Centre.
- Assist International Patients with their inquiries, securing interpreters to assist them and ensuring that the various hospital procedures are clarifies in order for them to secure necessary documentation.
- Proactively assist the Patient Coordinators in managing the workflow by identifying staff members who are available to assist patients when patients might be waiting in another part of the lobby and to escort the patient to the staff member available.

**Key Skills / Qualifications needed for this role**:

- Direct facing Patient/Client interaction
- Assertive, articulate and polite.
- Good communication and strong interpersonal skills.
- Able to work on own initiative, prioritise work and meet deadlines.
- Good timekeeping but prepared to be flexible.
- Proven experience of delivering customer services to an exceptionally high standard
- Ability to work under pressure and remain calm.
- Confident and assertive manner.
- Natural ability to empathise with patients and demonstrate a genuine care.

**Benefits**

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

- 25 days holiday, increasing through length of service, with option to buy or sell
- Bupa health insurance as a benefit in kind
- An enhanced pension plan and life insurance
- Annual performance-based bonus as part of the Staff Bonus Scheme
- Onsite gyms or local discounts where no onsite gym available
- Various other benefits and online discounts

**Why Bupa?**

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type:
Full time

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