Private Patient & PMI Co-ordinator (Part Time, 12-month contract))

The Private Patient & PMI Co-ordinator is responsible for managing the end-to-end private patient journey, from initial enquiry and insurance liaison through to scheduling, billing and discharge, ensuring an exceptional and seamless experience throughout.

This is a demanding, varied role requiring excellent communication, administration and problem-solving skills, alongside a strong working knowledge of private healthcare processes and major insurance providers including BUPA, AXA Health, WPA, Vitality, Aviva and Cigna.

Key Responsibilities

• Serve as the first point of contact for all private patient enquiries.
• Ensure a professional and welcoming service, providing information on treatments, pricing, and logistics.
• Schedule appointments, admissions, procedures, and follow-ups in collaboration with consultants and clinical teams.
• Guide patients through the pre-admission process and provide support post-discharge.
• Respond to patient concerns promptly, ensuring a high level of discretion and empathy.
• Manage all aspects of the insured patient pathway including policy verification, validation of pre-authorisations, and excess management.
• Liaise directly with insurers (e.g. BUPA, AXA, Vitality, WPA, Aviva, Cigna) to confirm coverage and facilitate claims.
• Support the finance team, ensuring accurate coding has been recorded and in line with insurer requirements.
• Prepare quotations for self-pay and insured patients.
• Liaise with the theatre booking team to facilitate the coordination of theatre slots and consultant clinics with internal teams.
• Contribute to audits, patient feedback initiatives, and service improvement planning.
• Ensure all interactions are documented and that all relevant parties are kept informed.

The above duties and responsibilities are not an exhaustive list and may be reviewed/ amended to meet the business needs

Qualifications:

• Experience with EMIS, Docman, SystemOne, or similar electronic patient systems.
• NVQ Level 2 in Health and Social Care or relevant customer service qualification.
• Knowledge of medical terminology and clinical coding.
• Previous experience in healthcare administration, ideally in a private setting.
• Strong understanding of private medical insurance processes and billing.
• Confident working with major UK insurance providers.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office and healthcare systems.
• Exceptional attention to detail, organisation, and multitasking ability.