Job overview

The post holder will work with the Resolution Manager to ensure accurate, efficient, and timely responses to internal and external billing and credit control queries relating to private care at the Royal Marsden Hospital Foundation Trust. They will support the development, documentation, and implementation of procedural changes to resolve queries from patients, billing and credit control teams, and internal systems, while helping to establish standard operating procedures that maximise income and cash flow for all sponsors, including Embassies, and minimise bad debt to the Trust. The role will drive and support improvements to enhance private patient and sponsor satisfaction, expedite payment processes and promote a more transparent and efficient billing system. 

The post holder will evaluate existing query management processes, define clear objectives for improving responsiveness and transparency, and contribute to the implementation of a centralised system for managing sponsor queries. They will also oversee the delivery of service improvement projects, ensuring these are implemented accurately and effectively, while liaising with service users to provide the necessary training and support for project success.

Main duties of the job

1.1    The post holder will support the Query Management Manager to ensure the accurate, efficient, effective and timely response to internal and external billing and credit control queries arising from private care work undertaken at the Royal Marsden Hospital Foundation Trust.
1.2    The post holder will support the collation, documentation, maintenance and implementation of procedural changes required to address and resolve queries generated by patients, billing and credit control teams and internal supporting systems and establish standard operating procedures to maximise income and cash flow for all sponsors, including Embassies, while minimising bad debt to the Trust. 
1.3    To drive and support change to improve private patient and sponsor satisfaction, expedite payment processes, and foster a more efficient and transparent billing system. 
1.4    The post holder will review and focus on evaluating the current query management processes, defining clear objectives for improving responsiveness and transparency, and implementing a centralized system to efficiently manage sponsor queries.
1.5    Also responsible for management of accurate, efficient, effective and timely implementation of Service improvement projects across the department, liaising with service users to ensure that sufficient training and understanding is provided to ensure projects success.

Working for our organisation

The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.

At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.

At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.