Private Care Self-pay and Enquiry Coordinator

6 months ago

Brockley Hill, United Kingdom Royal National Orthopaedic Hospital NHS Trust Full time

Self-Pay and Enquiry Coordinator is required at all times to promote Private Care values and to contribute to achieving Private Care’s strategy, goals and objectives. The post holder’s role in promoting and furthering these objectives will be commensurate with grade and designated responsibilities.

The postholder is responsible for the administrative management and development of Private Care’s sales function through the timely and effective management of enquiries and self-pay cost estimates, ensuring that all stakeholders enjoy an exceptional experience, and that the services of Private Care are proactively promoted.

The postholder will be required to work flexibly on a rota basis to ensure there is cover between the hours of 08.00 - 20.00 Monday to Friday and 08.00 - 13.00 on Saturday.

Uniform will be provided. The postholder will be expected to work flexibly and work from reception on a rotational basis.

Enquiry Handling

Finance and Self-Pay

Outpatient booking and administration

Private Care Service Standards

Patient Navigation

Internal I.T systems

Exceptional Customer Service

Communication

Complex Stakeholder Management and engaging Consultants

Team Work

SAFEGUARDING CHILDREN AND VULNERABLE ADULTS AT RISK

The Trust recognises its duty to safeguard and promote the welfare of children, young people and adults.

Employees have a responsibility to ensure that prompt and appropriate action is taken when concerns have been made about a child, young person or adults at risk. Employees should be aware of their responsibilities as detailed in the Local Safeguarding Children Procedures and Safeguarding Adults at Risk Policy.

The Trust will assist you by providing mandatory training, support and advice.

Safeguarding children and adults is everyone’s business.

IT SKILLS

All staff are required to demonstrate a level of IT literacy skills appropriate to their job, as the use of IT is fundamental in delivering good quality efficient health care.

EFFORT AND ENVIRONMENT

The following information has been designed to assist the recording of the effort and environment factors required for Agenda for Change.
- Physical

The role involves sitting at a desk and long periods of VDU work. The post holder will also be expected to guide patients from reception to outpatients and around the Trust, which due to its footprint will involve extensive walking.
- Mental

Frequent periods of concentration. Ability to manage interruptions. Significant mental effort is required in terms of accuracy, analysis and financial dexterity. There is a high level of pressure in terms of deadlines and achieving KPIs.

1 - Enquiry Handling
- Act as the first point of contact for new patients contacting Private Care by telephone, ensuring that the patient journey begins with a positive and welcoming experience and instils confidence in our services.
- Manage the Private Care enquiries inbox, responding to all queries within one working day of receipt and following up with additional information as required.
- Implement a sales-approach to enquiry handling, ensuring written follow-up to all enquiries and check-ins at 24 and 48 hours post-enquiry, working towards a conversion target of 60% enquiry to appointment.
- Develop expert knowledge on our services, the treatment pathway, terms and conditions of registration and admission as well as Consultant specialties to enable the appropriate direction of referrals and enquiries.
- Work with Private Care finance to create a tracker for enquiries and self-pay to measure conversion, average revenue per enquiry and other key performance indicators.

2 - Finance and Self-Pay
- Develop a robust understanding of private patient financing by sponsor-type and be able to confidently discuss pricing, estimated costs of treatment, authorisation requirements and process with Patients, Consultants and their Medical Secretaries.
- Manage the process of self-pay quotation for self-funding patients from preparation to issue, embedding a cycle of continuous learning and accuracy based upon procedure history.
- Create a database of and build relationships with Medical Device and Prosthesis reps to ensure accuracy of self-pay quotations for complex cases.
- Log all self-funding enquiries and issued quotes on the Cost Estimate Tracker and follow up with Consultant medical secretaries within 48 hours of issue to facilitate and encourage acceptance,

3 - Outpatient Bookings and Administration
- Coordinate all patient bookings in line with agreed processes and timelines, ensuring information is captured and recorded accurately across the relevant booking systems.
- Issue written confirmation of outpatient clinic appointments to patients, Consultants and their medical secretaries and serve as the first point of contact for any queries.
- Prepare clinic notes for Consultants, request the import of any external imaging in to Trust systems via the Image Exchange Portal and assign these images to the pati

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