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About Nightingale Hospital
Nightingale Hospital is the only private mental health hospital in Central London, with over 30 years of experience in delivering specialised, evidence-based treatments inoutpatient,day patient, andinpatientsettings.
Our dedicated team of specialists is committed to diagnosing and treating all types of mental health conditions, including eating disorders and addictions. Conveniently located, we are a two-minute walk from Marylebone mainline and Underground stations, and within a ten-minute walk of Baker Street and Edgware Road Underground stations.
We are owned by the international medical group Emeis, delivering the full spectrum of psychiatric care, and high-quality care home and rehabilitation services across the globe.
About the role
The Outpatient Services Team is a key operational department within the hospital, tasked with involvement with overall running of the therapy centre. It includes but is not limited to front of house cover, outpatient therapy referrals, patient accounts and appointment booking for 1:1 sessions. This includes responsibility for liaison with all stakeholders involved in the referral and treatment pathway process, from an administrative and financial perspective. This is a patient and client-facing role, therefore, displaying stellar customer service is always imperative. The team works closely with the wider therapy team inclusive of therapists, and administrative staff.
What you will be doing
Reception & Front Desk
- Provide a warm and professional welcome to patients, visitors, and staff.
- Maintain the reception area to high standards.
- Answer phone and email enquiries efficiently, with discretion and empathy.
- Manage room allocations, appointments, and cancellations.
Referrals & Enquiries
- Assist with processing, triaging, and allocating outpatient therapy referrals.
- Liaise with therapists, consultants, and external referrers to ensure smooth coordination of care.
- Maintain accurate and up-to-date referral records in our systems.
Bookings & Administration
- Schedule appointments, handle patient confirmations, and process therapy session payments.
- Support with invoicing and financial record-keeping.
- Input and manage patient information in internal systems (NightingaleMyCare, Healthcode, CareCloud).
Insurance Liaison
- Record and manage insurance details, including pre-authorisation and policy limitations.
- Communicate with insurance companies, patients, and clinicians regarding authorisations and billing.
Communication & Team Support
- Act as a key point of contact for sessional therapists and staff.
- Communicate with internal departments such as the therapy team, business office, and medical secretaries.
- Uphold patient confidentiality and regulatory standards at all times.
Requirements
The following skills and qualifications are essential:
- Excellent interpersonal and communication skills.
- Strong organisational and multitasking abilities.
- Previous experience in a healthcare or administrative setting is preferred.
- Proficient with office software and able to learn new systems quickly.
- Confident managing sensitive situations with professionalism and empathy.
Company Benefits
- Competitive salaries+ an additionalLondon allowance of £4,000 per annum added to all permanent posts (pro-rata for part-time roles)
- Negotiable relocation allowance
- 25 days annual leave pro-rata (increasing up to 30 with long service), plus bank holidays
- Employee Referral Program, designed to reward you for helping us find talented individuals who would be a great fit for our team
- Generous pension scheme via the government autoenrollment scheme in addition to eligibility to enrol into the companys group pension scheme
- Access to an interest free season ticket loan to support with your everyday travel expenses
- Discretionary annual bonus and salary review schemes
- Enhanced Maternity/Paternity Pay
- Enhanced company sick pay
- Access to free Eyecare and contribution towards the cost of glasses for DSE Users
- Life Assurance Cover (Death in Service)
- Professional membership fees contribution
- Available opportunities for continued professional development (CPD)
- Heavily subsidised staff meals at breakfast, lunch and dinner with freshly soured ingredients and a new menu each week, its not one to be missed
*Subject to T&Cs
