We are seeking a dedicated and customer-focused Reservations Advisor to join our Reservations Team. This role is key to delivering a high-quality, efficient Patient Administration Service, acting as an ambassador for the organisation and ensuring a positive experience for patients at every stage of their journey.
The post-holder will work flexibly within the reservations function, supporting outpatient clinics, ACU and Theatre services, and contributing to the achievement of departmental and organisational performance standards.
About You
You will be an organised, adaptable individual with excellent communication skills and a strong commitment to high-quality patient care. You will thrive in a fast-paced environment, demonstrate attention to detail, and be comfortable working towards performance targets while maintaining a compassionate and professional approach.
If you are passionate about customer service and have a keen interest in healthcare administration, we would be delighted to receive your application.
About us
At Benenden Hospital we put patients at the heart of everything we do. We attract kind, compassionate, and talented people to our ultra-modern private hospital, which opened in 1907 and has been rated as Outstanding by the CQC. We hold JAG accreditation for Endoscopy and have a beautiful setting in the middle of the Kent countryside.
Benenden Hospital offers excellent working conditions and facilities. We promote flexible working and a healthy work/life balance. We are committed to professional development and have excellent training and education facilities. We work hard to make sure that everyone at Benenden Hospital feels involved and shares our values and vision for the future.
About the role
* Promote and deliver the highest standards of customer service at all times.
* Provide a comprehensive administration and appointment booking service for Clinic, ACU and Theatre services.
* Process, import and triage all new patient referrals in line with Standard Operating Procedures.
* Manage and correctly maintain patient pathways, ensuring compliance with strict booking guidelines.
* Schedule outpatient appointments, ACU admissions and Theatre procedures accurately and efficiently.
* Support the delivery and achievement of Contact Centre KPIs, including call answer rates, abandonment rates and quality assurance measures.
* Maximise clinic, ACU and Theatre utilisation and escalate capacity issues appropriately.
* Manage clinic, ACU and Theatre cancellations promptly to minimise service disruption.
* Communicate with patients and carers using tact, reassurance and discretion, maintaining confidentiality at all times.
* Accurately input and maintain patient data on relevant computer systems.
* Communicate effectively, both verbally and in writing, with GPs, Consultants, internal teams and external stakeholders.
* Remain responsive and adaptable to the changing demands of the service and wider business needs.
* Undertake any other relevant duties as required to support the department.
Skills and experience required
* Experience of working in a contact centre or customer service environment
* Excellent customer service skills
* A positive, pragmatic, and objective outlook with an approachable nature
* Results driven individual, with high levels of determination and initiative.
* Excellent verbal and written communication skills
* Ability to co-ordinate and effectively prioritise conflicting priorities.
* Ability to work independently and within a team environment.
* Demonstrate honesty, integrity, and ethics in the workplace.
* Good level of IT skills
* Experience of working within healthcare and/or a basic understanding of medical terminology (desirable but not essential)
Download full role profile
Benefits include
* Competitive salaries
* 27 days Annual Leave plus Bank Holidays
* Defined contribution pension scheme with employer contribution up to 10%
* Membership to Benenden Health which offers a wide range of benefits, discounts and activities
* Excellent Life Assurance benefit
* Free parking
* Subsidised eye tests
* Free Flu vaccinations
* Subsidised on site Restaurant.
“I love working at Benenden Hospital, it’s a beautiful location in the countryside”, “the whole organisation is supportive”, “it’s the team, the team are amazing”, “Benenden is a bit like a family”, “the whole atmosphere is brilliant”
These are just some of the reasons why more than 400 people work at Benenden Hospital which has a long history of caring since it was founded in 1907.