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Private Patient Liaison Officer
2 weeks ago
This is an exciting opportunity to join our new Private Patient services at Chelsea and Westminster Hospital under Chelsea and Westminster Foundation Trust within the Private Patient Unit.
The post holder will be the first point of contact for patients, secretaries and health care insurance companies wishing to book / enquire about the services available.
The post holder will be able to provide patients with accurate prices for services they may wish to receive. The post holder will be responsible for ensuring that patients from all private units receive information regarding the services they wish to receive.
The post holder will be responsible for providing information on procedures and services, explaining prices and processes and maximising the conversion of enquiries to out-patient appointments, tests and admissions for treatment and ensuring patients account are up to date with payments and the correct deposits are acquired before treatment.
The post holder will be responsible for making appointments for patients in outpatients or diagnostic facilities, and sending the appropriate literature to the patient once the appointment / diagnostic has been booked.
The post holder will be responsible for arranging all theatre bookings and ensuring that patients are appropriately identified on theatre lists, ensuring that all literature is sent out to the patient prior to the their admission.
We provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.
We have over 6,000 members of staff that arePROUD to Carefor nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children’s, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.
We’re one of the safest and best performing Trusts in the country. We’re also one of the top trusts to work for - our staff say they’re engaged, motivated, and would recommend us as a place to work and receive treatment.
In 2020 Trust was rated by the Care Quality Commission as Outstanding in the well-led and use of resources domains and Good in the safe, effective, caring, and responsive domains. The Trust as a whole was Good, but the Chelsea site was Outstanding.
Our facilities are some of the best in the country. We have been investing around £10 million a year in our estate. We are currently spending £25 million on expanding our adult and neonatal critical care facilities at Chelsea and Westminster and redevelopment of our children’s unit at West Middlesex - in partnership with our charity, CW+ and generous donors.
- To be the first point of contact for patient enquiries and patient bookings for services provided at Chelsea & Westminster Private Patients Unit responsible for delivering an efficient and faultless customer experience in handling both inbound and outbound customer enquiries.
- To be specifically responsible for handling self-pay enquiries from the public and maximising the conversion of enquiries to out-patient appointments, tests and procedure packages.
- To be responsible for utilising the Hospital Booking Systems (Cerner and Compucare) in order to carry out a variety of functions, including Validating patient demographic details and updating as necessary, Making, changing or cancelling outpatient appointments.
- Updating computerised records of patient information in line with departmental and hospital policies and procedures.
- Understanding all information contained on the system to assist patients and staff with queries on the telephone.
- To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public. To cover a shift pattern across 8am-8pm. Post holder may be required to work across site.
- As part of the staff rota, work evenings and weekends when required.
- Responsible for booking patients into services, such as outpatient appointments, diagnostic appointments and booking inpatient admissions.
- To work closely with the commercial and pricing teams to ensure self-pay opportunities are maximised, services are well-structured, meet patient needs and are competitively positioned and priced in the market.
- Ensure that all booking data is accurately entered on to Cerner and Compucare in a timely manner.
- Ensure that all payment details are correctly logged onto the system at the time of booking.
- Prepare backing documents, ensuring that the policy and authorisation number has been supplied along with any guarantee letters for embassies and insurance companies. If information not supplied refer back to the private patient.
- To investigate queries in person and on telephone, dealing with patients queries, invoices and financial queries sensitively and with diplomacy. Liaising with other departments with
