Job Description

Private Patience Coordinator | Norwich | Full Time | Permanent | Monday - Friday | 37.5 per week

Spire Norwich Hospital is delighted to offer an exciting opportunity for a Private Patient Coordinator to join our team. This high‑profile role plays a key part in supporting patients and consultant colleagues to navigate suitable private pathways and treatment options.

You will predominantly support Self‑Pay patient enquiries at enquiry, outpatient or in‑care stages, while also assisting patients using Private Medical Insurance. Through exceptional service and a consultative approach, you will help convert warm leads into appointments and admissions, contributing to our purpose of delivering outstanding personalised care

Responsibilities

• Manage inbound Self‑Pay enquiries in person, by phone and via email—from initial enquiry to confirmed booking.
• Proactively convert post‑consultation patients to imaging, physiotherapy or surgical admissions, ensuring timely access to care.
• Support Patient Service Centres during peak periods, particularly with quote follow‑up.
• Communicate clearly with prospective patients, providing information on pricing, procedures, consultants, availability, and taking payments where appropriate.
• Work closely with consultants and medical administration teams to guide patients through next steps in their care.
• Support processing of short‑notice bookings across all payors, engaging key stakeholders.
• Deliver high‑quality customer service in line with expectations of a leading private healthcare provider.
• Support consultants in adopting digital tools, including pricing, booking and quoting systems.
• Liaise with hospital departments to address communication or administrative issues, ensuring seamless patient experiences.
• Provide information on available patient financing solutions.
• Prepare clear and transparent treatment quotations and follow up within agreed SLAs.
• Support patients navigating PMI pathways, including assistance with pre‑authorisation.

We are looking for candidates who demonstrate strong customer‑centric behaviours and an enthusiasm for delivering outstanding service.

Essential Skills & Experience

• Excellent customer service skills.
• Experience working face‑to‑face with customers.
• Comfortable handling sensitive conversations.
• Confident with multiple digital systems.
• Enjoys working in a collaborative and fast‑paced environment.
• Ability to work effectively within a national sales framework while addressing local population needs.
• Strong communication skills with the ability to influence and positively

Benefits:

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

• 35 days annual leave inclusive of bank holidays
• Employer and employee contributory pension with flexible retirement options
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
• Private medical insurance
• Life assurance
• Save an average of £50 per month with our free onsite car park

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

• Driving clinical excellence
• Doing the right thing
• Caring is our passion
• Keeping it simple
• Delivering on our promises
• Succeeding and celebrating together

Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

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

Spire Healthcare is a leading independent healthcare group in the United Kingdom, running 38 hospitals and over 50 clinics across England, Wales and Scotland. It provides diagnostics, inpatient, day case and outpatient care, operates a network of private GPs and provides workplace health services to over 800 corporate clients. It also delivers a range of private and NHS mental health, musculoskeletal and dermatological services.

For us, it's more than just treating patients; it's about looking after people.

Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.