Private Care Coordinator

1 week ago

Sutton, United Kingdom The Royal Marsden NHS Foundation Trust Full time

Job summary

This is an exciting opportunity to join our growing and successful Private Care Division within Europe's largest cancer centre and to provide the highest standards of support to our patients.

This position provides a vital role in ensuring the financial pathway for private patients is effectively managed, from patient registration to guaranteeing funding for a range of medical and surgical treatment and inpatient admissions. Also assisting with the day to day management of requests for transfers between Private and NHS care for both new and existing patients and provide a primary point of contact for day-to-day management of requests for Additional Private Care (known as 'co-payment) to ensure accurate and timely cost information is provided and funding secured.

It is a customer-facing role based at Sutton operating across core hours between 0800-1800 Monday-Friday

The successful candidate will be a versatile, lateral thinker with an eye for detail and excellent customer service skills. They will put the patient first and be a confident communicator, comfortable in dealing with people at all levels in a polite, empathetic and professional manner. They will be customer-focussed, energetic, resilient, able to demonstrate initiative as well as prioritise a busy workload, and have a good understanding of the Private Care offer within the Royal Marsden NHS Foundation Trust structure

Interviews are scheduled to be held at RMH Sutton

Main duties of the job

The post holder will be required to work as part of the Private Care Accounts Team delivering the highest level of customer service to both patients and consultants. The Private Care Coordinator will manage the registration and administration process with a focus on minimising the risk of debt and work in accordance to the hospitals policies and procedures and all relevant legislation.

The Private Care Coordinator role is patient-facing, responsible for coordinating the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information. The post holder will assist with the day to day management of requests for Change of Status between Private and NHS care and ensure that accurate and timely cost information is provided for Additional Private Care and funding secured. The post holder will be required to be flexible and cross cover within the administration functions to support the service requirements in our other locations.

The post holder will be required to wear a uniform at all times and to maintain a professional and presentable manner and smart appearance.

About us

The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.

At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.

At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.

Job description

Job responsibilities

For further information, please refer to the Job Description / Person Specification :

To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times. Welcome patients and their families in a friendly and calm manner; accurately registering their details. Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance. Communicate clearly and concisely with consultants, patients, and colleagues within the Trust. Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment. Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times. To ensure patients concerns and complaints are dealt with immediately and escalated appropriately. To maintain composure and resilience under pressure. To ensure the working environment and all patient areas are tidy and presentable to the highest standards. Person Specification

Qualifications/Training

Essential

Good general education. Requires NVQ Level 4/diploma or equivalent relevant experience. Good working knowledge of PC applications and computer literate. Hold, or be willing to undertake further training and qualifications in Customer Care. Evidence of continuing professional and personal development.

Experience

Essential

2 years front-facing customer services experience. Experience of MS Excel and MS Word, including creating and using spreadsheets Experience of effective team working

Desirable

Previous admissions, accounts or similar role in a hospital environment Effective budgetary management

Skills, Knowledge and Abilities

Essential

Able to work with minimum supervision Highly organised approach and ability to priorities own work to meet tight deadlines and targets Flexible and able to work as part of a team to ensure that the team deadlines are met. Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies) Outstanding communication, presentation and interpersonal skills

Desirable

Knowledge of current health care issues

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