Patient Access Manager (6m Contract)
Location: New Victoria Hospital, Kingston upon Thames (KT2 7EG)
Contract: Fixed Term Contract
Hours: 37.5hrs per week (On-site)
Salary: From £35,000pa (Pro Rata)

We make health happen
At New Victoria Hospital, we are committed to delivering exceptional healthcare experiences from the very first patient interaction. We believe that outstanding patient care starts with seamless access to our services, and we're looking for a Patient Access Manager to help shape and enhance every stage of the patient journey.

This is an exciting opportunity to join our Business Development team and play a pivotal role in improving how patients access our services. Working across reception, contact centre, switchboard and digital enquiry channels, you will drive service improvements that make a real difference to patients, consultants and colleagues alike.

How you’ll help us make health happen
As Patient Access Manager, you will lead the continuous improvement of patient access services, ensuring patients receive a responsive, efficient and high-quality experience from their first enquiry through to appointment booking and beyond.

You will review patient pathways, optimise referral processes, improve operational performance and help implement digital solutions that enhance service delivery. Working closely with operational teams, the Patient Services Administration team and IT, you will champion innovation, streamline processes and support the hospital's commitment to exceptional patient care.

Key responsibilities

• Lead and improve patient access services across our Reception, Contact Centre and Switchboard teams.
• Review patient journeys, referrals and enquiries to identify opportunities to enhance service quality and efficiency.
• Monitor performance data and implement improvements to optimise patient experience and reduce delays.
• Streamline processes and develop clear procedures to support consistent, high-quality service delivery.
• Work closely with operational teams and IT to enhance systems, digital platforms and patient access pathways.
• Drive continuous improvement initiatives that support organisational growth and operational excellence.

What we’re looking for

• Bachelor's degree or equivalent.
• Experience in patient services or contact centre environments (Essential)
• A proven ability to identify opportunities for improvement and deliver service enhancements that improve efficiency and patient experience.
• Strong understanding of patient pathways, referral management and healthcare systems.
• Excellent communication, stakeholder management and problem-solving skills.
• Experience working with digital platforms, system improvements or transformation projects.
• Organised, analytical and able to manage multiple priorities in a fast-paced environment.

Benefits
At New Victoria Hospital, we want to reward our staff for the amazing job that they do.

As part of the team, you will have access to a range of benefits for your work and home life.

We offer a variety of benefits that take into consideration how you commute to work, your health and well-being and recognising your service and any staff referrals you make to the Hospital.

Take a look at the full range of benefits on offer when working here:

• Annual leave entitlement of 25 days + bank holidays increasing with length of service
• In-house training for all staff
• Company pension scheme
• Life assurance
• Employee Referral Scheme
• Access to subsidised staff restaurant
• Interest free travel loan
• Private healthcare (T&Cs Apply)
• Bicycle Loan Scheme
• Retailer discounts
• Employee Assistance Programme

Part of a Globally Trusted Healthcare Group
When you join New Victoria, you also become part of Bupa — a global healthcare leader with the scale, stability and expertise of a major international brand. Being backed by Bupa means access to an extensive network of clinical and operational specialists, shared best practice from across the organisation, and the support of well‑established systems that help you grow, develop and deliver exceptional care. Our size gives us strength, while our purpose keeps us personal.

We champion diversity and want our people to reflect the communities we serve. Everyone is encouraged to “Be you at Bupa”, and we actively welcome colleagues from all backgrounds and experiences. Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.