Job Description

Enquiries & Bookings Coordinator

Phoenix Hospital Chelmsford | 20 hours per week

Phoenix Hospital Chelmsford, part of Phoenix Hospital Group is looking for a highly organised, professional and customer-focused Enquiries & Bookings Coordinator to join our Administration Team.

This is an important patient-facing role where you will be responsible for managing patient enquiries, coordinating bookings and supporting patients, consultants and medical secretaries throughout the booking process.

You will be the first point of contact for many of our patients, so excellent communication skills, a professional telephone manner and a genuine commitment to providing an exceptional patient experience are essential.

Key Responsibilities

• Respond to new and follow-up patient enquiries via telephone and the enquiries mailbox.
• Accurately record and manage enquiries using the CRM system, Monday.com.
• Manage patient bookings from initial enquiry through to confirmation, ensuring the process is efficient and thorough.
• Work closely with patients, consultants, medical secretaries and hospital departments to coordinate procedures and appointments.
• Respond to pricing enquiries using the standard Charge Master and escalate any pricing issues where required.
• Arrange pre-assessment appointments and provide patients with relevant information regarding their procedures.
• Prepare and communicate self-funding quotations where required.
• Liaise with insurance companies to obtain authorisation codes and resolve any issues promptly.
• Ensure relevant departments are informed of bookings, changes and late amendments.
• Compile medical folders in a timely manner to support clinical teams.
• Monitor conversion from enquiry to booking and contribute towards monthly targets.
• Identify gaps in services and liaise with the Business Development Executive where appropriate.
• Provide administrative support across the hospital and assist other members of the Administration Team when required.

About You

We are looking for someone who is:

• Highly organised and able to manage and prioritise a varied workload.
• Professional, dependable and confident when dealing with patients and healthcare professionals.
• An excellent communicator, both verbally and in writing.
• Confident and professional on the telephone.
• Accurate, with good numeracy and typing skills.
• Passionate about delivering excellent customer service and creating a positive patient experience.
• Able to work independently and use their own initiative.
• Driven and motivated to achieve targets.
• Detail-focused, particularly when handling patient and booking information.
• Positive, flexible and willing to go above and beyond when required.

Previous sales experience is desirable, as is experience using Compucare, although these are not essential.

Why join us?

At Phoenix Hospital Chelmsford, patients are at the heart of everything we do. We are looking for someone who shares our commitment to providing a positive, empathetic and high-quality patient experience.

You'll be joining a professional and supportive clinical environment where teamwork, caring, quality and continuous improvement are valued, with opportunities to develop your skills and contribute to the delivery of excellent patient care.

If you're an enthusiastic Healthcare Assistant looking for your next opportunity within a professional and patient-focused hospital environment, we'd love to hear from you.

Our Recruitment Process:

At Phoenix Hospital Group we are committed to building a diverse and inclusive working environment. We strive to create a workforce that reflects the communities we serve and we are proud to be an equal opportunities employer.

Phoenix Hospital Group is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. All staff are expected to share this commitment. The successful candidate will be required to undergo an enhanced DBS check and provide satisfactory references. They will also be subject to proof of eligibility to work in the UK.

Phoenix Hospital Group have not engaged with recruitment agencies for this position. Only applications submitted directly will be considered.