Job Description:
Reservations Officer
New Victoria Hospital, Kingston upon Thames (KT2 7EG)
Permanent
Full Time: 37.5 hours a week
Monday to Sunday
Hours of work are between 8am and 8pm
Salary: £30,500 a year
We Make Health Happen
At New Victoria Hospital, we are committed to delivering exceptional patient care and creating a welcoming experience for every individual who walks through our doors. As part of Bupa, you'll be joining a team that is passionate about making health happen by putting patients at the heart of everything we do.
We are looking for a highly organised Reservations Officer to provide an efficient admitted care service for inpatient and day-case patients, ensuring a seamless patient journey, effective theatre utilisation, timely completion of pre-operative requirements and robust financial clearance processes that protect hospital revenue while delivering an exceptional patient experience.
How You'll Help Us Make Health Happen
The Reservations Officer is responsible for ensuring that inpatient and day-case admissions are financially cleared before treatment. You will obtain and verify insurer authorisation, confirm that the planned treatment and expected length of stay are covered, and ensure that self-pay patients have paid the required amount in advance.
The role provides accurate, timely communication to patients, consultants, medical secretaries, insurers and hospital teams. During an admission, the Reservations Officer also receives, records and manages requests for an extended length of stay, securing further insurer approval or additional self-pay funds as required.
Key Responsibilities
Obtain pre-authorisation for all insured inpatient and day-case treatment before admission, using Providers Online (POL), insurer portals, telephone calls and secure email correspondence.
Confirm that insurer approval matches the planned procedure, consultant, admission date, expected length of stay and any relevant exclusions, excesses or shortfalls.
Record authorisation numbers, approved treatment, agreed length of stay and supporting correspondence accurately in the hospital system.
Check authorisation status before admission and promptly resolve missing, incomplete, declined or restricted approvals with the insurer, patient, consultant or medical secretary.
Escalate unresolved financial-clearance risks in sufficient time to avoid preventable delays or unapproved treatment.
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Use Bupa Providers Online (POL) to request, receive, review and update treatment authorisations.
Confirm the agreed self-pay package or estimate and ensure the required payment has been received and allocated before admission.
Contact patients courteously regarding outstanding balances, payment requirements and financial documentation.
Do not confirm financial clearance until payment is verified; escalate exceptions in line with hospital policy.
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Receive and manage all requests for an extended length of stay for insured and self-pay patients while they are in hospital.
Where an insurer declines or limits an extension, escalate immediately and ensure the patient is informed of any potential personal liability through the appropriate process.
Process reservations accurately and confirm that patient demographics, consultant instructions, procedure details and admission information are complete.
Conduct pre-admission checks and courtesy calls to confirm registration, financial clearance and any outstanding requirements.
Liaise professionally with patients, relatives, consultants, medical secretaries, insurers, wards, theatres, pre-operative assessment and finance colleagues
Adhere to Hospital policies and procedures and relevant legislation including the requirements of any professional bodies
Understand and incorporate the organisational values into daily working practice:
Compassionate
Exceptional
Ethical
Evolving
Attend mandatory training as identified by the Hospital
Develop own knowledge, skills and experience through…