International Patient Liaison Officer

The Overseas Patient Officer will serve as the Trust's focal point for overseas visitors, ensuring maximum recovery of overseas visitor income for the Trust through a combination of direct patient contact, daily reports, and collaboration with other staff within the Trust. The post holder will determine whether patients suspected of not being eligible for free NHS care are liable. If a patient is not eligible for free care, the Overseas Patient Officer will establish the cost of the planned treatment. To do this, the post holder will be required to interview the patient to establish eligibility according to Department of Health Guidance, and then collect details on any treatment planned or provided, generate invoice requests, and secure payment when possible in advance.

The Overseas Patient Officer will also be responsible for the administration processes related to Overseas Visitors. A key aspect of the role is organizing and delivering training for Divisional staff throughout the Trust when necessary. The post holder will be the key liaison for the Trust with external organizations nationally to collaborate with the border agency and Department of Health teams. They will also submit status verification enquiries to the Home Office.

Implement NHS Charging Regulations as well as procedures relating to income and ensure they develop in line with current and new legislation. Provide advice to staff and patients. Responsible for identifying overseas visitors not eligible for NHS treatment and maximizing overseas patients' income. Responsible to ensure that all activity is accurately recorded, costed, and billed in a timely manner. Ensure smooth running of the office and effective internal and external liaison. The role will require the individual to interact in a busy office dealing with highly complex and sensitive issues, requiring appropriate judgments to be made under minimal supervision.

Will be expected to interview, assess, and identify whether a patient's claim for free NHS treatment is valid based on the latest guidance and comprehensively manage the case and ensure where appropriate funds are recovered in a timely manner (upfront), and arrange for undertaking to pay form to be completed and/or full payment collection whenever practical. Act as an advisor for queries. In relation to upfront charging, the post holder will be part of a robust credit control process.

High degree of empathy in dealing with extremely sensitive issues. There will be language barriers.

Liaise with outside agencies, for example, Border Control and Department of Health. Participate in training staff throughout the Trust. Ensure training is available to all departments as required.

Ensure that all overseas visitors attending the hospital are identified, and that they are given the correct information regarding the cost of their treatment. This includes working with other staff and patients to establish the entitlement to free NHS care of new and existing patients, wherever possible prior to the patient's visit to hospital. This will require telephone call and letter communication with patients in order to establish entitlement.

To deal with ad-hoc queries from patients or relatives relating to the assessment of free NHS treatment entitlement. The post holder will have direct contact with patients and their families whilst dealing with patients in A&E, outpatient clinics, and wards. The post holder will frequently be exposed to distressing and emotional circumstances. He/she must be attentive and sympathetic and be able to investigate and resolve issues surrounding these patients. These communications will involve sensitive patient information and will include the breaking of sometimes unexpected news to patients and relatives regarding the cost of their treatment and their options.

The post holder will be required to seek payments upfront and follow up for recovery of outstanding debts by NHS chargeable patients. Planning and providing awareness training regarding overseas patients and overseas visitors' issues, by facilitating and coordinating regular awareness presentations given to all levels of staff ranging from consultants and other medical staff, nurses to frontline administrative staff.

To train administrative frontline staff in conducting the first stage of the interview process which helps identify any patients that would need to be interviewed in depth by the Overseas Visitors Officers. Ongoing production of leaflets for staff and patients to provide information on overseas patients, ensuring that information is regularly distributed around the Trust.

Assist with the induction training of all new staff, providing advice and support for existing staff. Information dealt with can often be complex, sensitive, and advice may be contentious, so good communication and negotiating skills are essential. Possess excellent communication skills, in order to liaise and work effectively with others, ensuring there is clear, timely, and accurate exchange of information within the boundaries of confidentiality.

Communicate clearly and concisely in both written and verbal forms, taking into account the ethical, professional, and legal aspects of documentation. To ensure that the details of all new referrals for eligibility checks and identified overseas visitors are correctly recorded and to ensure that all potential overseas patients receive a letter and/or telephone call with the intention of establishing their entitlement to free NHS care prior to attending hospital.

Responsible for giving appropriate advice to staff concerning the interpretation and implementation of Department of Health Guidance and Trust Policy on overseas visitors as well as best practice. Liaise with administrative staff ranging from clerical staff, secretaries to Service Delivery Managers and Directorate Management so that the relevant staffs are kept informed regarding overseas patients.

To visit and form a good working relationship with each ward in the Trust when applicable on a regular basis, to ensure that all documentation is up to date, and that staff are aware of the importance of identifying overseas visitors. Support in the implementation of projects, with minimal supervision to agreed goals and agreed timescales.

Implements departmental policies within own work area, proposes changes to working practices as a result of new guidelines or legislation e.g. ensures Data Protection legislation is adhered to. Participate in meetings and taking of relevant notes. Attend and arrange meetings, workshops, and training sessions as required.

Work in conjunction with key internal contacts including but not limited to - Administration staff, Managers, Ward clerks, Consultants and clinical teams, Secretaries, Finance managers including planning, Income PALS officers, complaints, Information and contracts, the Trust counter fraud specialist and any Trust auditors. Work in conjunction with key external contacts including but not limited to – Patients, Insurance companies both at home and abroad, Patient's relatives, Other NHS trust hospitals, Department of Health and the Home Office.

To have full knowledge and understanding of the complex DH Overseas Visitors guidance and to implement the Trust policy and procedure for overseas visitors. To seek to maximize overseas visitor income for the Trust whilst following Department of Health guidance. To ensure that where possible deposits equivalent to the estimated total cost are collected prior to treatment.

To act as the main conduit between the patient and the Cashier's office obtaining deposits or full payments where appropriate. To ensure timely and accurate invoice requests are raised for treatment provided to overseas visitors. To be responsible for handling cheques, card payments, invoices, and depositions to cashiers.

To support the process for maintaining records for timely submission of overseas patient activity to the DWP Overseas Patient Portal for reciprocal agreement patients and Overseas EU patients with EHIC, PRC & Form S2. Generate estimates and quotes for patient care.

To support the income relating to overseas visitors as per the Trust's procedures and ensure they develop in line with current and new legislation; This includes ensuring that invoice requests relating to the stay of Overseas Visitors are processed correctly, promptly, and efficiently.

Responsible for income recovery, including liaison directly with overseas visitors regarding outstanding bills and request payment. Collection of payment or receiving cash or cheques from patients or via the post. Obtaining the necessary medical information from patient's medical notes in order to obtain the correct clinical coding and calculate the cost of treatment.

To be responsible for maintaining own professional development through active participation in own performance appraisal and personal development plan with line manager. Develop a clear understanding of own role and to provide cover for colleagues, as appropriate. Take responsibility for the ordering of office supplies and the maintenance of office equipment for the department.

To be responsible for the printing and distribution of relevant Trust policies. Maintain a robust office filing system, exploring the use of alternative storage, retrieval, and archiving systems. Any other 'ad-hoc' duties as requested by the Overseas Visitors Manager.