We are one of the UK’s leading independent hospital groups and the largest in terms of revenue. From our 39 hospitals and 33 clinics, medical centres and consulting rooms across England, Wales, and Scotland, we provide diagnostics, inpatient, day case and outpatient care in areas including orthopaedics, gynaecology, cardiology, neurology, oncology, and general surgery. We also operate a network of private GPs and provide occupational health services to over 700 corporate clients. We are the principal independent provider by volume of knee and hip operations in the United Kingdom. The group was founded with the acquisition and re-branding of 25 Bupa hospitals in 2. Since then, Spire Healthcare has made significant capital investments in its estate and continues to deliver successful and award-winning clinical outcomes and high levels of patient satisfaction. Spire is listed on the London Stock Exchange and is a member of the FTSE 250. We were the first private hospital provider to publish outcomes data on our website and we have received awards for our clinical quality and high levels of patient satisfaction. Spire Healthcare is committed to the highest quality of patient care. Working in partnership with over 8,760 experienced consultants, we delivered tailored, personalised care to approximately 926,500 inpatients, outpatients, and day case patients in 2022. Patients, consultants, and general practitioners trust Spire Healthcare to deliver the high-quality care they expect from a leading private healthcare provider. For us, its more than just treating patients, its about looking after people. We’re looking for someone to To provide a ‘first class’ customer service to Spire Healthcare whilst resolving Spire Healthcare patient’s billing queries quickly and professionally and minimalizing escalations to other areas of the business to achieve first time resolution. Key Responsibilities: To answer calls from patients and resolve their billing queries as quickly and efficiently as possible To demonstrate empathy and professionalism in dealing with customer queries whilst at the same time ensuring department targets are achieved on a daily/weekly basis. To take ownership of queries and find solutions from a range of acceptable options. To solve queries within agreed timescales to SLA standards To liaise between patients, hospitals and other departments of Spire Healthcare in order to resolve queries as quickly as possible To keep customers fully informed where resolution will take more than ten days To handle and respond professionally to correspondence from patients and other third parties within ten days. To provide support to any of the Spire locations as required where agreed with Customer Services Manager. Key Requirements: Educated to A Level standard or equivalent or above Experience of a customer facing role dealing with a variety of customers Experience of dealing with challenging customers Experience solving problems independently using a range of acceptable solutions. Experience of organising your workload so a variety of tasks are completed within agreed timescales Experience of administrative duties including communicating by letter and/or email with internal and external customers Experience of a fast-paced, customer oriented environment where quality standards are important Computer literate with basic knowledge of MS Word, Excel and Outlook Well developed interpersonal skills and the ability to develop strong, collaborative working relationships with internal customers including Business Administrators and Finance & Commercial Managers in our hospitals. Excellent written communication skills including the ability to draft correspondence to patients and amend template letters A conscientious, responsible attitude with a focus on seeing tasks through to completion. The ability to combine a business focus with delivering excellent customer service Benefits: We offer employed colleagues 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 Free wellness screening Private medical insurance Life assurance Spire Healthcare is committed to creating an environment that will attract, retain, and motivate its people. We are an equal opportunities employer, committed to the health and wellbeing of all our colleagues and consultants. We firmly believe that it is our people that make the business successful, and everyone should have the opportunity to work in a motivated team, free from discrimination on any grounds. We, therefore, are keen to receive and review applications from all candidates of under-represented groups who feel they offer the requisite skills. For us, its more than just treating patients; its about looking after people.