As our New Enquiries & Billings Administrator, you will manage the journey of private patients from first enquiry through to confirmed booking, ensuring a seamless and high-quality experience throughout. This includes responding promptly to new enquiries, supporting patients with appointment scheduling, and managing all related billing and payment processes in line with company procedures.
You will combine excellent customer care with operational and financial accuracy, whilst supporting the wider administration team and contributing to service improvements.
Key Accountabilities (although not limited to)
- Respond to new private patient enquiries promptly and professionally, ensuring agreed response times are met, liaising directly with the private enquiries team
- Build rapport with prospective patients, providing clear information on services, clinicians, and treatment pathways
- Discuss funding options openly and accurately, taking pre-payments for self-pay patients and gathering correct insurer details for insured patients
- Liaise with clinicians, medical secretaries and other team members to confirm and schedule initial appointments or assessments
- Raise invoices and process payments (in person, by phone, or online) for self-pay patients in a timely and accurate manner
- Submit insurer invoices through Healthcode (or similar) and liaise with insurers regarding approvals, queries, and shortfalls
- Work with the Finance team to ensure correct allocation of payments, resolve discrepancies and manage any outstanding balances
- Provide reception and general administrative cover during staff absence or busy periods, including meeting and greeting patients, handling calls, and managing shared inboxes
To be successful in this position, we would be looking for someone who is able to demonstrate compassionate, efficient, and personalised service to all patients, their families, and other stakeholders whilst ensuring every interaction reflects Schoen Clinics values and commitment to patient-centred care.
You will need to have experience working in a customer service role where you can demonstrate experience in handling sensitive information in line with confidentiality, data protection, and safeguarding policies. You will possess a high level of accuracy and attention to detail, be able to work within a team, and be able to flex your working style to assist with the team where needed.
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