Private Enquiry Administrator
3 weeks ago
Job Summary
We are seeking a skilled Private Enquiry Administrator to join our team at Priory Group. As a Private Enquiry Administrator, you will be responsible for managing hospital-wide private outpatient enquiries, ensuring clear visibility of all private enquiries and referrals, and driving continuous improvement in referral management, customer service, and reporting of performance against agreed standards.
Key Responsibilities
- Deliver first-class customer service to all internal and external clients, including other hospital departments, external VC's, private clients, and referral partners.
- Ensure all enquiries are logged and updated on Salesforce in line with agreed processes and SLA's.
- Progress all enquiries and referral calls using 'sales-through-service' methods.
- Deal with all calls in an appropriate and professional manner, in line with Call Quality Guidelines.
- Share best practice with colleagues and learn the client journey and understand the scope and specialisms of our clinicians and services.
- Adhere to Priory Group Values and make an active contribution to ensure the full site team achieves all set objectives.
- Be proactive in client requests and liaise with other stakeholders across other departments as necessary.
- Take ownership of your ongoing development of knowledge of Priory Group services and processes.
- Be the figurehead of the private enquiries team and ensure an efficient journey for the client starts with the initial enquiry.
- Drive improvements in customer service and ensure a 'clean' private enquiry process in liaison with the Customer Service Centre (CSC).
- Follow up on all enquiries and referrals handled by all site users to ensure appointment-booking SLAs are adhered to, maximising process visibility and improving efficiency through improved customer service.
- Close liaison with the Addiction Treatment Programme Team to ensure an efficient process in arranging initial assessments, and achieving onward visibility of subsequent admissions onto the programme with visibility of discharge information to aid further bed planning.
- Use Salesforce to ensure all private enquiries are recorded and tracked, maintaining efficient process flows and completing enquiries in a timely manner.
- Manage the hospital private enquiry telephone line and email inbox, ensuring response SLAs are adhered to and appropriate cover is provided during absence.
- Adapt as we develop systems and processes that enhance the client journey, supporting all departments to embed new ways of working.
- Attend weekly referral review meetings and submit weekly reports to private referral Lead/Admissions Manager.
- Maintain close and constructive working relationships with the local site teams as an integrated member of the local team, including day-to-day close working with the Hospital Line Manager.
- Champion the Private Enquiry Management Process at site and adhere to all steps and responsibilities as defined within it whilst encouraging site-wide adoption.
- Provide cover and support to the wider team and site as and when needed.
About Us
Priory Group is the UK's leading provider of private mental health care. We have an outstanding reputation both for the service we deliver and for the investment we make in our people and in our environment. The Priory Hospital North London is renowned for its clinical excellence in the field of Acute Mental Health, Addiction, and Adolescent Services.
Benefits
- 25 days annual leave plus bank holidays
- Birthday Leave
- Subsidised meals on duty
- Pension contribution
- Free on-site parking
- Enhanced maternity leave
- Cycle to work scheme
- Priory Perks - Discounts & Cashbacks
- Generous refer a friend scheme
- Career development opportunities
- Staff Well-being service
To apply online, please visit our website jobs.priorygroup.com and look for Priory North London Vacancies.
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