Self Pay Coordinator

2 weeks ago

London, United Kingdom Fortius Full time

Job Description

Job Title Self Pay Coordinator

Department Surgical Indirect

Line Manager Head of Surgical Business

Location 18 Bentinck Street FSC / FCL 66 Wigmore Street

Contract type Permanent/Full time

About Fortius

The Fortius Group is the UK's leading private orthopaedic and sports injury group. Founded in London by a group of leading Orthopaedic Surgeons and Radiologists, with a shared vision of building a worldwide centre of excellence in musculoskeletal care. Their vision was to create a clinic that would bring together the country's leading experts in orthopaedics and sports injury treatment, with a shared commitment to advancing the science of medicine and a better patient experience.

That group of experts now includes over 80 leading specialists, with two outpatient and diagnostic clinics, a surgical centre and an innovative inpatient unit for joint replacement surgery, in partnership with Bupa.

Overall Purpose

The Self Pay Coordinator is responsible for overall management of the self-pay patient process encapsulating everything from initial enquiry to payment resolution.

The post would suit someone who is adaptable and proactive in their work and able to juggle multiple workflows.

Foster close communication and collaboration with the bookings, appointments, and billing teams to ensure a seamless patient experience throughout the self-pay process.

The post would be suited to a highly organized individual with excellent work ethic and problem-solving skills with previous experience in an administration or sales role, ideally in a healthcare setting.

The ideal candidate will be an excellent communicator who can speak confidently and with knowledge on options for potential self funding patients.

Principal Accountabilities

  • Comprehensive and efficient administrative support to the teams involved in dealing with self-funding patients.
  • Collaborate with the secretarial, bookings and appointment teams to schedule consultations and procedures for self-pay patients where required.
  • Maintain accurate and up-to-date records of agreed quotes, payment plans, and correspondence with self-pay patients within the CRM system.
  • Manage enquiries efficiently via our enquiry bot portal and website submissions to deal with submissions.
  • Updating our patient management systems Meddbase and Bluespier with relevant information.
  • Utilize CRM tools to facilitate information sharing, task assignment, and real-time updates on patient inquiries, follow up leads where necessary.
  • Excellent knowledge of the flexible finance options – working with our providers Chrysalis to track applications and portal management.
  • Manage payments covered by third parties and professional sports bodies to ensure we tailor appropriately to our range of potential payers and handle accordingly.
  • Reporting to identify trends, patterns, and opportunities for process improvement within the self-pay offering. Developing the service to ensure Fortius optimises capture of potential self-pay.
  • Collaborate with the marketing team to develop targeted campaigns and materials aimed at promoting the self pay options. Be aware of data and metrics related to identify areas of improvement and boost engagement and conversion rates.
  • Where necessary, help organise and support ongoing projects within the business office.
  • Practice strict levels of patient confidentiality and GDPR.
  • Perform any other duties as requested from time to time commensurate with this role.

Equality & Diversity

All Fortius employees must have respect for every individual, treating everyone with dignity, courtesy, fairness and consideration, and welcoming and accepting differences between people. It is the responsibility of every employee to work towards the elimination of all discrimination and prejudice.

Health & Safety

All Fortius employees have a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions. Employees are required to co-operate with management to enable Fortius to meet its own legal duties.

Infection Control

It is the responsibility of all staff to recognise their role in maintaining a safe environment for patients, visitors and staff to minimise the risk of avoidable Healthcare Associated Infection. Employees are responsible for ensuring that they are fully aware of the Fortius Infection Prevention and Control policies.

Quality Governance

All Fortius employees must adhere to Fortius policies and procedures and seek advice on these when in doubt as to their scope and applicability.

Employees are specifically reminded that they must respect the confidentiality of all information they have access to during their employment including personal data.

This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review.

Values

All Fortius staff are expected to display and aspire to the Fortius Values.

Making it Happen

Be proactive in reviewing the current service, making recommendations and implementing changes to continuously improve the patient journey.

Stronger Together

Work in partnership with the multi –disciplinary team to challenge and influence clinical and managerial decision making.

Personalised Service

Deliver a patient centred service, provide patients with information regarding their care and treatment.




Person Specification

Essential
Previous experience in a customer service and/or administration role

Excellent communication skills

An organized approach to work and excellent time management skills

Able to prioritise a busy workload without direct supervision

Polite and helpful telephone manner

Flexibility and adaptability to high paced environment

Able to handle sensitive information without compromising confidentiality

Computer literate for Microsoft Office and Outlook
Desirable
Previous experience with sales role

Previous experience in healthcare sector

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