Job summary
- Main area
- Private Patients
- Grade
- NHS AfC: Band 5
- Contract
- Fixed term: 12 months (or secondment)
- Hours
- Full time - 37.5 hours per week (early/late shits)
- Job ref
- 196-COF10744-S
- Employer
- Guy's and St Thomas' NHS Foundation Trust
- Employer type
- NHS
- Site
- Harefield Hospital
- Town
- Harefield
- Salary
- £34,521 - £41,956 p.a inc outer London allowance
- Salary period
- Yearly
- Closing
- 29/05/2025 23:59
Employer heading
Customer Care Administrator/Inpatient Support
NHS AfC: Band 5
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.
Job overview
This post holder is fundamental in the management of private patients. Leading by example, a focus on impact assessments and quality improvements, resolution management and coaching are all key factors to the success of this role. An excellent communicator who is positive and focused on delivering service excellence and someone who can lead a team to achieve service change positively and effectively to deliver departmental and Trust strategic objectives.
Working with customer care team who are passionate about delivering a 5* service to deliver a consistent and professional service.
To act as first point of contact for private patients, consultants, third parties and members of the public seeking information and support from the private patient department and hospital. The post holder must be able to triage call appropriately, as well as deal sympathetically with people who may be distressed or angry.
As part of the Private Patient administrative team the post holder is expected to work as an effective and responsible team member, supporting others in a flexible and approachable manner and to contribute to the development of the department. The post holder will keep in compliance with clinical governance and will take part in any inspection requested by statutory bodies such as Care Quality Commission (CQC) if required.
Main duties of the job
The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the general public seeking information and support from the private patient administrative team.
The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.
Bookings of appointments/tests using epic and compucare
Assisting in the day to day running of private outpatients and private inpatients
Working for our organisation
This post holder is fundamental in the management of private patients. Leading by
example, working with a small team of private patient staff in outpatients and
inpatients in Harefield but also as part of the wider private patients dept in the Trust.
Working with the teams to deliver a 5* service in a consistent and professional
manner. Exceeding expectations at all times
Detailed job description and main responsibilities
The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the general public seeking information and support from the private patient administrative team.
The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.
Bookings of appointments/tests using epic and compucare
Assisting in the day to day running of private outpatients and private inpatients
The post holder will provide an agreed level of general and clinical information relating to tests, investigations and financial inquiries for example procedure costing, payment and invoices. Use judgement to know when to refer to the clinical team.
To ensure that all private patients are financially cleared and preauthroised prior to admission/appointnment/diagnostic test
To liaise closely with the nursing staff, ward clerks and bed mangers to build and maintain good relations and a high level of communication.
In addition, the post holder will also introduce processes in order to ensure the admission of private patients is managed efficiently and professionally.
Ensuring communication is fluid, maintaining a good relationship with the PP team, international team, consultants, secretaries, other relevant departments and relevant external referrals.
To pro-actively develop the role and to introduce methods to improve service and also identifying ways of streamlining any daily processes
To participate in team discussions on business planning and service development.
To promote and maintain standards of health and safety within the work environment, reporting / recording an accident / incident promptly.
To be responsible for their own educational personal development needs
Planning and organizing private patient admissions may include readjusting bed management
To report any faults in office equipment, equipment, and personal computers
To set high standards of punctuality and time keeping and to ensure that these are maintained within the private patient department
To provide financial training to new and temporary staff, as and when required
To deal in person, the handling of telephone calls, verbal messages and correspondence as required. To ensure that refined interpersonal communication skills are effective in the providing and receiving complex, sensitive or contentious information to high status customers like embassies and health insurance companies.
Ability to challenge highly contentious information from private patients, embassies and health insurance companies, where persuasive and negotiating skills are required to ensure the full financial payment is achieve for the Trust
To liaise with insurance companies, embassies and other third parties on status of current patients and ensure that funding is always relevant to current episode
To liaise and work closely with other departments and consultants to ensure that fees are captured in a timely way.
To work closely with credit control and third parties to ensure that invoice queries are explained and invoices paid efficiently.
To liaise closely with the clinical staff within the department to ensure the smooth running of the private patient service.
Person specification
Education & Qualification
Essential criteria
- English Language
- Written Communication
Essential Criteria
Essential criteria
- Experience in Epic
- Ability to carry out assigned tasks effectively in a busy, ever changing environment
Desirable criteria
- Experience of working within a private patient unit
- Experience of bookings inpatients and outpatients
- experience of bookings
Essential Criteria
Essential criteria
- Good numeracy and competent with spreadsheets
- Excellent customer service skills
Personal Qualities
Essential criteria
- Positive team player with a 'can do' attitude
- Ability to carry out assigned tasks effectively in a busy, ever changing environment
Desirable criteria
- Smart apperance with a pleasant disposition
Other criteria
Essential criteria
- reliable work record
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Gerri Hamer
- Job title
- PP General Manager, Harefield Hosptial
- Email address
- [email protected]
- Telephone number
- 07973824893
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