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International Patient Liaison Officer
3 months ago
Position Overview
The Overseas Visitors Team at Oxford University Hospitals NHS Foundation Trust is responsible for identifying and billing international patients who are not eligible for free NHS services according to Department of Health guidelines.
An exciting opportunity has emerged for a skilled International Patient Liaison Officer to join a dedicated team that offers thorough, effective, and confidential assistance to the Overseas Visitors Service.
This role involves managing all communications, processing, and revenue collection for international patient cases, while ensuring precise data entry to facilitate the correct billing of all overseas patient interactions in this dynamic and engaging position.
The ideal candidate will possess strong typing abilities and a solid understanding of Microsoft Office applications, including Word, Excel, and Outlook. A methodical work approach and exceptional attention to detail in a fast-paced environment are essential. Effective communication skills are crucial, especially in situations where there may be significant barriers to understanding.
Successful candidates will be expected to rotate among various hospital locations and collaborate closely with patients, their families, and advocates to determine eligibility for free NHS treatment, charge for services when necessary, and optimize revenue recovery. You will provide guidance to all staff and work in partnership with both clinical and administrative teams across the Trust to enhance awareness of the Trust's legal responsibilities, assisting with training and support regarding the Overseas Visitors Service policy.
Main Responsibilities
- Implement NHS Charging Regulations concerning the management of international patients treated at the Trust, ensuring compliance with current and emerging legislation.
- Provide patients and staff with information and guidance on international patient regulations.
- Ensure all international patients attending the Trust are identified, including those who are not eligible for free NHS treatment.
- Engage directly with patients and families during visits to Trust clinics and wards.
- Exhibit attentiveness and empathy while effectively addressing and resolving complex issues for patients. Communicate intricate and sensitive information to patients and families across all sites.
- Demonstrate a high level of personal initiative and work independently within a team-oriented environment, showing flexibility to undertake additional duties as required.
- Conduct patient interviews and be deployed to other hospital locations as necessary, communicating complex and sensitive information to patients and families.
- Be responsible for accurately documenting, costing, and billing all international patient activities, including timely invoice generation and awareness of various charging tariffs to maximize the Trust's income from overseas patients. Implement a robust credit control process, actively pursue payments, and follow up on outstanding debts to facilitate collection recovery from international patients.
About Us
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the UK, providing a comprehensive range of general and specialized clinical services while serving as a hub for medical education, training, and research. The Trust encompasses four hospitals, delivering high-quality healthcare and fostering professional relationships with patients, colleagues, and the broader community.
Our Commitment
We are dedicated to delivering compassionate excellence, focusing on our core values of compassion, respect, learning, delivery, improvement, and excellence. These principles place patients at the center of our operations and underpin the quality of healthcare we aspire to provide for ourselves and our families.
Key Duties and Responsibilities
- Implement NHS Charging Regulations governing the management of international patients treated at the Trust, ensuring alignment with current and new legislation.
- Provide knowledge and guidance to patients and staff regarding international patient regulations.
- Ensure all international patients attending the hospital are identified, including those not eligible for free NHS treatment.
- Accountable for accurate recording, costing, and billing of all international patient activities, including timely invoice production and awareness of various charging tariffs.
- Implement a robust credit control process, actively seek payments, and follow up on outstanding debts to facilitate collection recovery from international patients.
- Maintain records for timely submission of international patient activity to relevant authorities.
- Demonstrate empathy in dealing with sensitive issues, particularly in explaining funding limitations for non-emergency procedures.
- Conduct patient interviews and be deployed to other hospital sites as needed, communicating complex and sensitive information effectively.
- Liaise with external agencies as appropriate, including completing necessary forms and collecting data.
- Participate in training staff members throughout the Trust in awareness training regarding international patient issues.
- Maintain direct contact with patients and their families while visiting outpatient clinics and wards, demonstrating attentiveness and empathy.
- Exhibit a high degree of personal initiative and work with minimal supervision within a team-based environment.
- Demonstrate the ability to prioritize tasks and the flexibility to perform additional duties as needed to ensure the efficient operation of the Overseas Visitors department.
Team Support
- Plan and deliver awareness training on international patient issues to all staff levels.
- Train administrative staff in conducting initial interviews to identify patients requiring in-depth assessments.
- Produce informational materials for staff and patients regarding international patient processes.
- Support the Overseas Visitors Manager and team in delivering regulations and processes through effective data management.
Communication and Key Relationships
- Possess excellent communication skills to liaise effectively with others, ensuring timely and accurate information exchange while maintaining confidentiality.
- Communicate clearly in both written and verbal forms, adhering to ethical and legal documentation standards.
- Ensure accurate recording of new referrals for eligibility checks and identified international patients.
- Provide appropriate advice to staff and patients regarding the interpretation and implementation of international patient regulations.
- Foster good working relationships with various departments to ensure awareness of the importance of identifying international patients.
- Support project implementation with minimal supervision to achieve agreed goals and timelines.
- Adhere to departmental policies and propose changes based on new guidelines or legislation.
Experience and Qualifications
- Knowledge of the complexities of Department of Health Overseas Visitors guidance and the ability to implement Trust policies.
- Experience in handling payments, invoices, and financial transactions.
- Understanding of maximizing revenue from international patients while adhering to regulations.
- Strong communication and negotiation skills to address complex and sensitive issues.
Personal Specification
Essential
- Experience in delivering patient-focused services to diverse populations.
- Significant experience in an NHS administrative role, utilizing computerized data systems for invoicing.
- Ability to interpret and implement organizational policies and procedures effectively.
- Excellent problem-solving skills and the ability to work under pressure with initiative.
Desirable
- Over two years of experience in an NHS environment.
- Ability to present information confidently to various stakeholders.
