Job summary
- Main area
- Private Patients
- Grade
- Band 5
- Contract
- Fixed term: 2 years (Monday - Saturday / Shifts range from timings within 8am-9pm.)
- Hours
- Full time - 37.5 hours per week (Monday - Saturday / Shifts range from timings WITHIN 8am-9pm.)
- Job ref
- 196-COF10875-T
- Employer
- Guy's and St Thomas' NHS Foundation Trust
- Employer type
- NHS
- Site
- Royal Brompton Hospital
- Town
- London
- Salary
- £37,259 - £45,356 inc HCA
- Salary period
- Yearly
- Closing
- 10/08/2025 23:59
- Interview date
- 19/08/2025
Employer heading

Private Patient Sales & Booking Co-ordinator
Band 5
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.
Job overview
To be responsible for the management of all telephone and web enquiries in line with the sales process and for the provision of administrative tasks in relation to the booking of patients’ consultations across our three sites. Delivering a high standard of customer service, providing accurate financial and administrative information to prospective patients.
Responsible for the follow up of all enquiries and the overall bookings within the Private Outpatient Department as well as those referred for inpatient care and Telemedicine. Liaising with patients, Consultants / GP’s, third party sponsorships and fellow up with departments to provide efficient management of the clinics.
To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics
To be responsible for collating information to produce reports on patients, activity and case mix, including analysis of figures and trends which will be used by senior management and the executive team.
To provide cover to all other areas in the private patient’s business as necessary
** The Post is based at Royal Brompton Hospital, Sydney Street, SW3 6NP **
Main duties of the job
- Patient/customer care (both direct and indirect)
The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team.
To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics
The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.
The post holder will be responsible for managing and recording all relevant telephone and web enquiries in the appropriate database.
Working for our organisation
All staff will commit to:
- Act with honesty and integrity at all times
- Demonstrate respect for others and value diversity
- Focus on the patient and internal and external customer at all times
- Make an active contribution to developing the service
- Learn from and share experience and knowledge
- Keep others informed of issues of importance and relevance
- Consciously review mistakes and successes to improve performance
- Act as ambassadors for their directorate and the Trust
- Be aware of the impact of their own behaviour on others
- Be discreet and aware of issues requiring confidentiality
Detailed job description and main responsibilities
- Patient/customer care (both direct and indirect)
The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team.
To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics
The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.
The post holder will be responsible in the first instance to address and manage any incidents or potential complaints thereafter relating to outpatient bookings and enquiries, escalating where appropriate to either the business development manager or Associate Director, Business Development.
The post holder will strive to maintain effective management of the consultants’ schedule and clinic capacity, offering a flexible service and working with clinicians to accomplish this.
This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.
Person specification
Qualifications
Essential criteria
- Educated to Degree level or equivalent experience
EXPERIENCE & KNOWLEDGE
Essential criteria
- Customer service experience
- Experience of cash management
- Excellent organizational skills with a problem-solving ability
- General office /reception management/administration experience
Desirable criteria
- Experience of working in healthcare settings, ideally in a private patient environment
- Proven experience as call centre co-ordinator or similar position
SKILLS & ABILITIES
Essential criteria
- Computer literate and competent in word and excel
- Numerate, accurate and methodical
- Concentration for long periods is required when inputting data with attention to detail
- Excellent communication skills with all disciplines
Desirable criteria
- Experience in invoicing
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Fred Sendaula
- Job title
- Private Patients General Manager
- Email address
- [email protected]
- Telephone number
- 020735188466
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