Head of Self-Pay Strategy & Sales

Job Description:

Head of Self Pay Strategy & Sales

Hybrid working with up to 3 days per week working from home

New Victoria Hospital, Kingston Upon Thames or Cromwell Hospital, London

Permanent

Salary £90,000 - £105,000 per annum dependent upon experience

Fantastic benefits including generous pension, healthcare and 10% Management Bonus Scheme

Full-time 37.5 hours per week

 

We make health happen

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Due to continued growth we’re looking to appoint a Head of Self Pay for Strategy & Sales.

The Head of Self-Pay Strategy & Sales is accountable for the development, execution and continuous evolution of the Self-Pay growth strategy across the London Campus of Bupa's Diagnostic and Secondary Care London (DASCL) provision business. The role will oversee the strategic and operational alignment of Self-Pay sales, enquiry management and customer conversion activities across New Victoria Hospital, Cromwell Hospital, King Edward VII's Hospital and the Diagnostic Centres at Canary Wharf, London Medical and Basinghall Clinic.

The purpose of the role is to deliver the DASCL Self-Pay activity and revenue targets through effective sales leadership, customer acquisition, conversion excellence, proposition development and market growth, supported by the Self-Pay Manager and a central Self-Pay team. The role will lead the integration and development of Self-Pay teams across the portfolio, creating a coordinated and scalable model focused on delivering exceptional customer experience and commercial performance. 

 

How you’ll help us make health happen

• Own and lead the DASCL Self-Pay growth strategy across all facilities, service lines and specialties, ensuring delivery of activity, revenue and conversion targets
• Lead, manage and develop the Self-Pay teams to deliver Annual Operating Plan (AOP) targets, stretch ambitions and sustainable commercial growth.
• Lead the integration and alignment of Self-Pay sales, enquiry management and customer conversion teams across DASCL, creating a highly coordinated and centralised operating model.
• Establish consistent processes, standards and performance measures for lead generation, enquiry management, quotation, follow-up and conversion across all sites.
• Lead the strategic implementation and continuous development of CRM capability to improve customer engagement, lead management, conversion performance and commercial insight.
• Act as the organisation's subject matter expert on the Self-Pay market, providing insight on patient demand, consumer behaviour, competitor activity, market trends and emerging growth opportunities.
• Lead horizon scanning activities to identify market developments, new service opportunities, customer needs and evolving routes to market, ensuring DASCL remains competitive and responsive.
• Develop and maintain strong relationships with consultants, clinical service lines and operational leaders to identify growth opportunities, address barriers to conversion and enhance the Self-Pay proposition.
• Identify gaps within the existing Self-Pay portfolio and lead the development of new products, pathways, packages and customer propositions in partnership with operational, clinical, marketing, finance and pricing stakeholders.
• Drive continuous improvement in sales effectiveness, customer experience and conversion performance through data-led decision making, process simplification and operational excellence.
• Collaborate with Marketing, Digital and Data teams to improve lead generation, customer acquisition and campaign effectiveness
• Under general direction from the CCO, directs the processes, systems, work and results for the Self Pay Management function
• Plans, organises, and works with leadership to develop all aspects of self-pay processes, prior to the Admissions process.
• With a background steeped in professionalism and client service focused principles, leads, manages and drive programme and cultural excellence for the DASCL campus.
• Participates in implementing the processes and procedures across the wider DASCL campus and ensuring that the procedures are consistently followed
• Provides cross site stakeholder management including with the admissions, reservations and relevant clinical functions.

• Assess and respond to organisational and patients' needs with innovative programs to ensure customer satisfaction. Implement patient friendly guidelines.
• Direct and oversee the process for integrating professional customer service and related systems into a single way of working including implementation of a CRM system at call centre and hospital and business unit level.
• Directs operations compliant with the bad debt collection, 0% finance and uninsured patient discount policies.
• Manages the performance and targets of the Self Pay team.
• Work with the Head of Commercial Contracts & Pricing and the Finance Teams to establish and maintain pricing frameworks that support sustainable growth, margin optimisation and systematic portfolio reviews to optimise pricing performance and identify opportunities for improvement
• Drive standardisation and simplification of Self-Pay pricing across the organisation while balancing local market requirements.
• Input to pricing decisions to ensure they are informed by market intelligence, competitor benchmarking, demand elasticity, financial performance and patient experience considerations.
• Establish and maintain appropriate governance frameworks for Self-Pay sales, customer engagement, proposition development and commercial activities across DASCL.
• Ensure Self-Pay propositions, packages and customer communications are appropriately reviewed, approved and communicated in accordance with organisational policies and standards.
• Maintain oversight of Self-Pay sales processes, CRM controls and operational procedures to ensure consistency, transparency and compliance across all sites.
• Ensure customer quotations, package information and promotional materials are accurate, consistent and aligned with approved pricing, eligibility criteria and commercial policies.
• Identify, assess and mitigate commercial, operational and reputational risks associated with Self-Pay growth initiatives, new propositions and customer-facing activities.

Key Skills / Qualifications needed for this role:

Essential Experience

• Significant senior leadership experience in commercial strategy, revenue management or healthcare operations.
• Familiar with the complexities with the health care / hospital / secondary care environment (front of house, service areas and consultants)
• Understanding of the central London secondary care environment
• Demonstrable experience leading enterprise-wide strategies and operational transformation initiatives.
• Experience managing complex stakeholder environments and influencing executive-level decision-making.
• Strong financial, commercial and analytical expertise.
• Experience developing high performing teams, governance frameworks and commercial reporting capabilities.

Essential Skills

• Strategic thinking and commercial acumen.
• Executive-level communication and influencing skills.
• Advanced financial modelling and analytical capability.
• Strong leadership and stakeholder management skills.
• Ability to translate complex analysis into clear commercial recommendations.
• Experience leading change and transformation programmes.

Benefits 

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

 

Joining Bupa in this role you will receive the following benefits and more:

 • 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

 

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

 

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse 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. 

Time Type:

Full time

Job Area:

Locations:

Cromwell Hospital London, New Victoria Hospital