Private Patient Pathway Coordinator
2 months ago
The Private Patients Co-ordinator will provide a high quality administrative support service. The post holder will provide comprehensive, efficient and quality administration and co-ordinator support to Trust Consultants, their secretaries, private patients, the Private Patients Management team and external organisations including Private Medical Insurers and London Embassies and Health Offices. The position involves dealing with highly complex and sensitive information requiring confidentiality and professionalism at all times. They will provide a broad range of support activities to ongoing and fixed term projects within the department and will ensure the smooth running of the offices and effective internal and external liaison to contribute to the successful running of the offices as a whole. The role will require the individual to interact with multidisciplinary teams in very busy ward and clinic environments, dealing with highly complex and sensitive issues, often requiring appropriate judgements to be made under mínimal supervision.
Support and guide private patients along all administrative aspects of their pathway through the hospital. Develop and maintain strong relationships with speciality teams, insurance companies and embassies to ensure the specific needs of their patients are met. Provide professional, welcoming and high quality customer service for patients whether that is at reception, on the phone, in writing, web-access, text messages or any other new technology. To help implement new ways of working to improve the private patient experience and efficiency of service. Ensure accurate data entry to help the Trust meet all internal and external access targets in relation to outpatient appointments, admissions and pathway management. Work closely with the Private Patients Pathway Manager and Service Manager to ensure the Evelina private patients administrative service is appropriately covered in response to service needs. This will include cross-cover of the Private Patients Pathway Manager role. Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process. Attend relevant meetings and complete actions regarding the care of patients within the designated pathway. Ensure financial cover is in place before planned appointments and admissions; liaising with insurance companies, embassies and patient relatives directly to confirm authorisation, letters of guarantee and deposits.
The Evelina London Children’s Hospital opened in October 2005 and is the first new children’s hospital in London for more than 100 years. It is part of Guy’s and St. Thomas’ NHS Foundation Trust and is located on the St. Thomas’ hospital site.
The Evelina Children’s Hospital is the second largest provider of children’s services in London, providing secondary acute services to the local area, and an almost comprehensive portfolio of tertiary services to South London and South East England. As a specialist paediatric hospital, the Evelina is unique in having this broad scope of secondary and tertiary paediatric specialities collocated on the same site as maternity and A&E, as well as equivalent adult services for transition.
Private patient activity within the clinical group takes place at Guy’s Hospital, St Thomas’ Hospital, Evelina London Children’s Hospital and Evelina London community facilities.
While there are areas of dedicated/ring-fenced clinical capacity, private practice is integrated with NHS services and this requires close partnership with the directorate leadership teams on all planning and delivery. However in recognition that private practice is a separate business within the clinical group there is a dedicated private practice team including a head of international & private, a clinical director of international services, clinical leads, business development managers, service managers and administration.
The post is responsible for obtaining prior authorisations for embassy and insured patients, supporting the patient pathway from referral to booking and providing administrative and pathway improvement support to Pathway managers. The post holder will work across multiple teams, clinical and non-clinical, and liaise closely with international, financial and bookings teams. The post-holder will need to track these pathways carefully and play an essential role in ensuring the delivery of the pathway. They will provide outstanding customer service to consultants, embassies and all service users.
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