Private Patient Co-ordinator

4 months ago

Oxford, United Kingdom Oxford University Hospitals NHS Foundation Trust Full time

To promote effective and efficient customer relationship management in respect of the Trust’s Private Patient business.
- To improve the paying patient’s experience of private healthcare in the Trust by facilitating the provision of integrated and efficient services through frontline arrangements and drive-up customer satisfaction.
- Simplify and improve access to private patient services for the paying patient and the consultant.
- Make Oxford University Hospitals Private Healthcare the provider choice for both the paying patient, or the patient’s sponsor (medical insurance companies) and the consultant through enhanced customer-oriented services and arrangements.

Private Patient Co-Ordinator, Band 4

Private Patient Service, Commerical Division

Full
- time (37.5 hours)

We are looking for a hard-working individual who demonstrates close attention to detail, has a positive approach to their work and has good organisational skills.

Now is a great time to join the Private Patient team, working within a small team in Private Patients and Overseas Visitors services
- Implement arrangements that will ensure that all private patients of the Trust are identified and received into a friendly, caring, and comfortable environment that meets the expectations of the paying patient.
- Initiate and maintain a warm, friendly, and supportive relationships with private patients throughout the duration of their admission and ensure that all their needs and expectations are reasonably met.
- Continuously monitor and ensure that arrangements in place are adequate and effective for the continued comfort of the paying patient throughout the duration of the patient’s inpatient stay.
- Deal with initial patient enquiries in a manner that promotes a favourable public image of the Trust.
- Deal with initial patient queries, comments, and complaints in accordance with the Trust’s complaints procedure.
- Receiving booking for private patient and liaise with consultants and secretaries to identify planned admissions
- Book theatre time for consultants as requested and ensure that all the information is recorded on the Theatre Information Management System (TIMS) in time for patient admission.
- Ensure that patients are put on Electronic Patient Record (EPR) waiting list in time for their admission
- Ensure information on EPR is kept up to date.
- Liaise with Pre-Assessment department to ensure that patients are booked for Pre-Assessment prior to their admission.
- Liaise with wards to confirm bed availability and book rooms for patients prior to admission.
- Update and maintain the inpatient bed spreadsheet.
- Maintain accurate records of case dialogue in Compucare.
- Liaise closely with the billing team and clinical service delivery units to make sure that private patient activity is fully captured.
- Liaise with private health insurance companies regarding pre-authorisation for patients, maintaining good working relationship. Advising patient who may be liable for any shortfall due to inadequate insurance companies.
- Be fully conversant with Insurance Companies regarding pre-authorisation of treatment, continuation of cover and price agreements and ensure that these are applied.
- Co-ordinate all paperwork and invoice authorities, ensure that these are coded appropriately.
- Set up patient accounts on Compucare.
- Keep patient accounts up to date on Compucare and ensure that information matches what is on EPR.
- Send out correspondence and/or contact patients are required.
- Maintain a check list of all documents and information associated with the various stages of the patient’s care pathway in the hospital and ensures that they are up to date and accurate.
- Weekly review of all unbilled activity.
- Ensure self-paying patients are identified and appropriate action is taken with regards to funding their hospital admission prior to admission.
- Ensure that the registration and agreement to pay form is signed and received.
- Chase up and action as required on a regular basis any outstanding paperwork that is being held.
- Comply with requirements of the Data Protection Act, Access Health Records and legislation issued in relation to confidential data.
- Any other reasonable duties associated with this post or assigned by the Private Patients Manager.
- Assist with the distribution of private patient literature as required.
- To assist with the compilation and regular and updating of the department’s standard operating for private patient
- To assist with Management of the Division private patient inbox
- To ensure that all inpatient and outpatient activity is capture and recorded on CompuCare
- To assist with cover of the Office Manager’s duties when on leave or sick

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