BANK - Patient Access Officer

HCA Healthcare UK; Birmingham; On-site; GBP 20,000 - 30,000

Job description

Patient Access Officer
Bank
Location: Birmingham

Shifts available: Monday-Sunday between the hours of 6AM - 8PM
06:00-14:00 / 07:00-15:00 / 08:00-16:00 / 09:00-17:00 / 10:00-18:00 /
11:00-19:00 / 12:00-20:00

About the facility:
The Harborne Hospital - part of HCA Healthcare UK is a brand new £100million, purpose built 50 bed, multi-speciality private hospital opening in Birmingham in 2023. Located on the Queen Elizabeth Hospital Birmingham campus, the hospital will have the deep clinical infrastructure, equipment and facilities and expert, experienced teams to deliver full clinical pathways across a mix of specialties and sub-specialties at all levels of complexity including Cardiology, Cancer and Complex Surgery including robotics with the latest Da Vinci XI. The Harborne Hospital is the 4th NHS partnership within this network, partnering with University Hospitals Birmingham NHS Trust.

We're looking for Patient Access Officers to join our bank team at The Harborne Hospital. This is your opportunity to become a vital part of the UK's largest private healthcare provider. Candidates with a background in customer-facing roles-such as retail or hospitality-are encouraged to apply. Your interpersonal skills, positive attitude, and customer service experience will be invaluable in delivering a 5-star patient experience.

This role has two key aspects: a front-facing reception role and a back-office administrative role. At times, you will be the first point of contact for patients and visitors, welcoming them, handling check-ins and registrations, and providing a high standard of customer service at the front desk. At other times, your focus will be more on back-office responsibilities, such as billing, charging, and providing administrative support to our consultants and third parties. We are looking for someone who is adaptable and capable of excelling in both areas to ensure a seamless patient journey.

For candidates from retail or hospitality, this role offers a unique opportunity to bring your customer service skills into a healthcare environment, where you can grow professionally and have a direct impact on patient care. You'll gain valuable experience in a clinical setting, with opportunities for career progression through internal and external training.

What you'll do:

• Welcoming patients and visitors at reception, greeting them with a friendly and professional demeanour, ensuring they feel supported and valued from the moment they arrive.
• Engage with patients, addressing queries, providing clear communication, and maintaining a welcoming environment.
• Manage patient waiting areas to ensure the Patient Access Service runs smoothly.
• Coordinate and facilitate all patient bookings where applicable.
• Respond promptly to any patient or third-party requests, demonstrating empathy and understanding in every interaction.
• Maintain accurate and up to date information on the hospital database during the patient journey.
• Formally pre-register or register all patients onto HCA databases.
• Ensure all relevant Patient documents are signed and scanned to the patient accounts.

What you'll bring:

• Previous Administrative experience in a client/customer-facing role (candidates with retail or hospitality backgrounds are encouraged to apply).
• Strong interpersonal and communication skills, with a positive attitude and the ability to empathise with patients and visitors.
• Excellent customer care skills, ensuring each patient's journey is seamless and compassionate.
• Ability to remain calm and professional under pressure while managing multiple tasks.
• Computer literate, with strong accuracy and attention to detail.

Culture and values
At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.

Our mission is simple, above all else we're committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:

• Unique and Individual: We recognise and value everyone as unique and individual
• Kindness and compassion: We treat people with kindness and compassion
• Honesty, integrity and fairness: - We act with absolute honesty, integrity and fairness
• Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity