Assistant Inpatient Coordinator

The Lindo Wing is a busy and clinically diverse private patients unit, with outpatient consulting rooms, surgical and maternity wards and also 2 operating theatres.

We have a well-established team who undertake the essential work to underpin all clinical inpatient activity of private patients throughout the Trust, assisted by Compucare financial software.

The post holder will work as a member of the administrative team and their duties will involve booking and tracking inpatient admissions, liaising with our nursing and theatre team, keeping track of financial cover and meeting with the general public and professional staff from a wide variety of specialities. This role will require a flexible and professional approach to your work.

This role will require a flexible and professional approach to your work. Exceptional customer care skills are essential. You will need to have good numerical skills and a solid understanding of basic software packages. Previous experience in a busy healthcare setting would be an advantage.

You will need to be able to work effectively as part of a team as well as on your own initiative. You will liaise with many other hospital departments and staff at Imperial College Healthcare Trust.

You would also be expected to cover on our other two private units at the Charring Cross and Hammersmith Hospitals when necessary.

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We encourage staff to have the Covid vaccination to protect themselves, patients, other colleagues as well as the wider community.

Please note it is an operational requirement to comply with infection prevention and control procedures within the Trust such as lateral flow testing, handwashing and the wearing of masks, according to the procedures in place at any time or location.

As part of our continued response to Covid19 we are still conducting the majority of our interviews virtually.

**MAIN TASKS AND RESPONSIBILITIES**:

- Communication
- To be responsible for managing the Imperial Private Healthcare mailbox for all sites and ensure that customer enquiries are dealt with in a timely manner
- To greet all patients, Consultants and visitors to the department, with a view to exceeding their expectations of customer care
- To act in a courteous, helpful and professional manner at all times.
- To ensure that the telephones are answered promptly and politely, and that the service is adequately covered during meal breaks
- To communicate clearly, often over the telephone, with members of the public where there may be barriers to understanding
- To be able to deal with difficult situations with patients both face to face and over the telephone where they may be angry, anxious or distressed about issues relating to their or a family members health in a tactful and sensitive manner.
- Listen and reply to any complaints with an empathetic manner. Attempt to find resolution before bringing to the attention of a senior member of staff.
- Communicate directly with Consultants, medical secretaries, nurses, ward administrators as well as other colleagues within Private healthcare
- Finance - Insurance Pre-authorisation
- To contact the insurance companies online to pre-authorise future inpatient and day case bookings
- To complete ITU/HDU authorisations for insurance companies
- To identify the diagnosis code, procedure code, and/or chemotherapy regime from the booking information and provide this information to the insurance companies
- To liaise with the Inpatient Coordinators and inform them of any issues with pre-authorisation prior to admission.
- Patient/Client care
- Provide an efficient and friendly reception service within the department, ensuring that all patients are dealt with in a timely, respectful and efficient manner.
- Answer telephone calls promptly in line with Private healthcare policy and Trust telephone standards.
- Provide non-clinical advice, information and give directions to the patient to enhance their experience within the service.
- Present an appearance and demeanour appropriate to Private Healthcare.
- Support private healthcare in providing our patients with the best experience possible for each of our patients.
- Development and maintenance of reception resources for patient and staff e.g. internal and external information resource that can be utilised by the floor to accommodate the needs of patients, visitors and staff alike e.g. contact for taxi, newspapers, flowers, ca