Job summary
- Main area
- International and Private Patients - Women's Health
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Monday - Friday, Shift cover between the hours of: 8am-8pm)
- Job ref
- 196-A&C1329
- Employer
- Guy's and St Thomas' NHS Foundation Trust
- Employer type
- NHS
- Site
- Guys & St Thomas Hospital
- Town
- London
- Salary
- £34,186 - £37,389 Per annum inc HCA
- Salary period
- Yearly
- Closing
- 27/04/2026 23:59
Employer heading
Private Patients Co-ordinator
NHS AfC: Band 4
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
We are pleased to be recruiting for 2 Private Patient Co-ordinators to join our private patient administration teams. One post is based at the Westminster Maternity Suite, St Thomas’ Hospital, and the other at the Fertility (Assisted Conception) Unit, Guy’s Hospital.
The Private Patient Co-ordinator will act as a first point of contact for private patient referrals and enquiries, responding in a timely, professional and patient-focused manner. The post holder will provide a high-quality administrative and co-ordination service to support the effective day-to-day running of the private patient service.
The role involves working closely with clinicians, nurses, consultants, medical secretaries, private patients and external organisations, providing comprehensive, efficient and accurate administration. The post holder will also support ongoing and fixed-term projects, ensure the smooth running of office and clinic environments, and maintain effective internal and external liaison.
The role requires regular interaction with multidisciplinary teams in busy clinical settings, managing complex and sensitive issues and exercising sound judgement with minimal supervision. The post holder will provide short- and long-term cover for colleagues during planned and unplanned absences and will actively promote the Trust’s clinical services, specialties and consultants, supporting the growth of Private Patient Services and their contribution to NHS services.
Main duties of the job
· Participate in the weekly rotating Private Patient Co-ordinator roster with varying shift times covering the hours between: 8am - 8pm.
· To play a key role in the application of the private patient enquiry and pathway processes by providing clear, accurate and comprehensive information to patients regarding our available services, consultants, pathways, costs and co-ordination of any private patient outpatient appointments ensuring that all the necessary departments have the adequate information needed in order to process the patient’s journey through the hospital.
· To track and follow-up on all private patient enquiries that come through via email, phone or website with the aim of converting each enquiry into a booked appointment.
· To manage a busy mailbox and respond to all private patient enquiries in a timely manner.
· To ensure that outpatient / inpatient occupancy and income generation are maximised.
· Search and collect notes and relevant information for new patients planned and for emergency outpatient appointments in a timely manner as requested by the manager.
· Prepare and produce reports / spreadsheets, presentations and other documents as requested using the format required.
· Prepare acknowledgement letters and draft replies where required.
· Undertake additional administrative duties relevant to the role as requested.
Working for our organisation
At the assisted conception unit, we are a supportive and caring multi-disciplinary team passionate about Women's Health and we encourage our staff to develop both personally and professionally. This is an exciting and challenging role in which the post holder would have an opportunity to make a direct positive impact on patient experience within the Trust.
There is also an opportunity to join our private maternity unit at Westminster maternity suite. The successful candidate will join a team who work collaboratively with on-site midwifery and consultant clinics for both antenatal and postnatal pathways, including fetal medicine and scanning clinics to provide a seamless service to the patients.
This is a hugely exciting time to join our women's health services, with ambitious plans to grow and develop the service we provide, ensuring the delivery of high quality, compassionate care and outstanding customer
service. The successful candidate would receive comprehensive training, the chance to attend and be involved in maternity and fertility related events that take place and the opportunity to shadow clinical settings, including the fertility laboratories, giving valuable insight into where and how the service delivers care.
Detailed job description and main responsibilities
Please refer to the attached Job Description and Person Specification for a full detailed list of the roles requirements and main responsibilities.
Please note due to high response rate we sometimes close adverts early and we advise you apply as early as possible.
Person specification
Qualifications/Education
Essential criteria
- Good general education with English and Maths to GCSE standard or equivalent or evidence of equivalent work experience.
Desirable criteria
- Customer service qualification /training
Previous Experience
Essential criteria
- Significant proven experience of delivering to high standards in a fast-paced and high-volume customer care environment.
- Proven administrative experience
- Ability to deal with a range of issues independently and efficiently
Desirable criteria
- Previous experience of an administrative or customer service role within a healthcare environment such as the NHS or a Private patient unit
Skills/Knowledge/Ability
Essential criteria
- Excellent organisational skills with a demonstrable ability to manage and prioritise workload efficiently and accurately to meet tight deadlines
- Strong interpersonal and customer service skills with the ability to liaise effectively with a wide range of multi-disciplinary staff as well as using own initiative.
- Confidence in making decisions when dealing with competing priorities and being able to manage workload
- Ability to deal with difficult service users and challenging situations
- Possess a positive ‘can do’ attitude, with a willingness to learn new processes along with a flexible approach to work and the ability to cope with changing demands.
Desirable criteria
- Knowledge of medical terminology and/or Women's health services
- Strong IT skills, particularly with relation to Microsoft Office packages, e.g. Word, Outlook and Excel as well as patient information systems such as Compucare and Epic
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
- Dorcas Wanzola
- Job title
- Deputy Service Manager
- Email address
- [email protected]
- Additional information
Please carefully review the job description and feel free to reach out if you have any further questions.
Please note we are unable to provide informal visits at this time.
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