Overseas Visitor Support Officer

1 month ago

Liverpool, United Kingdom Liverpool Women's NHS Foundation Trust Full time

Job summary

The post holder will provide support to the Overseas Visitor Manager in their duties and will assist in the identification of overseas visitors who are liable for charge of NHS treatment. The post holder will liaise with patients, their representatives or carers to ascertain the patient's entitlement to free NHS treatment.

The post holder will provide comprehensive administrative support and must have excellent communication and attention to detail skills.

You must be proficient in the use of Microsoft packages in order to enter accurate data into databases and produce patient correspondence.

Main duties of the job

The post holder will be responsible for overseas visitor income identification and collection. The main purpose of the post is the identification of NHS charge-eligible and charge-exempt patients across the trust. The post holder will ensure that all overseas patient activity is accurately recorded and costed, and the billing information provided to the Finance department in a timely manner.

The post holder officer is the designated person for interviewing overseas visitors to ascertain eligibility for NHS care and will act as an advisor for queries on overseas visitors across the Trust.

The role will require a high degree of empathy in dealing with extremely sensitive issues, in particular explaining where funding is not available. There will often be language barriers.

The post holder will be required to deputise for the Overseas Manager.

About us

Liverpool Women's NHS Foundation Trust delivers the highest standards of care for women, babies and families. Each year we deliver over 7,500 babies, carry out over 49,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly & preterm new-borns, perform around 1,000 IVF cycles and have over 4,000 genetic appointments taking place. We believe that this along with a strong dedication to research & innovation makes us the specialist health provider of choice in Europe for women, babies and families.

We have some of the leading experts in their field, which has been showcased on national TV and news, making our teams famous across the world for professionalism, skill & compassion.

The Trust is constantly innovating and evolving its services to provide the most cutting edge and modern care possible. As well as developing services on our current site we have long-term aspirations for the future. We have recently launched a number of new strategies which provide a detailed long-term plan for our services.

Check out why Liverpool Women's NHS Foundation Trust is a great place to work using the links below:

Video:

Online brochure:

Job description

Job responsibilities

Key Relationships

The post holder will liaise regularly with the Finance Team (including Income & AR), booking team and also clinicians, service managers local immigration teams and NHS Counter Fraud.

Overseas visitors

The post holder will be expected to interview, assess, and identify whether an overseas patients claim for free NHS treatment is valid, based on the latest guidance on implementing the overseas visitor hospital charging regulations, and comprehensively manage the case.

They will provide support to finance colleagues to ensure (where appropriate) that funds are recovered in a timely manner either from the patient, insurance company or via a reciprocal agreement. The post holder will act as an advisor for queries on overseas visitors across the Trust.

The post holder will be expected to:

Have knowledge and understanding of complex DHSC Overseas Visitors charging guidance. To implement and monitor compliance with the Trust policy and procedure for overseas visitors.

Liaise regularly with the Outpatient Booking Centre in respect of referrals regarding NHS eligibility.

Be responsible for conducting regular training and raising awareness with multi professional teams (medical, nursing, managerial and administrative). This includes attendance at staff inductions plus the adhoc provision of training.

Implement the recommendations and advice of Trust audits and national guidance. Disseminate appropriate detail of the procedure to first stage officers and managers working in patient areas.

Work with colleagues within the Finance department to ensure appropriate mechanisms are in place to support raising invoices on a timely basis and to facilitate collecting information required to ensure payments are received promptly.

Be responsible for debt chasing in a timely manner for the overseas patients unpaid debt and follow standard credit control process in place within the accounts receivable office.

Produce regular feedback reports for the Trust in terms of income achieved.

Act as a resource on legislation and best practice regarding Overseas Visitors and entitlements.

The post holder will be required to secure payment from chargeable patients and undertake debt chasing for the unpaid debt by following the standard credit control process in place within the Accounts Receivables team.

Budgetary Resource Management

The post holder will be responsible for:

Ensuring Income targets are met, specifically to maximise the income the Trust achieves for NHS charge eligible patients.

Timely submissions of overseas patient activity to the NHS BSA Overseas patient portal.

Timely costing and quarterly billing plus provision of patient level backing data to host ICB for NHS charge exempt patients (EHIC) and charge exempt services.

Being the main point of liaison for the referral of overseas debt over £500 to the Department of Health.

Acting as the main conduit between the patient and the general office obtaining deposits or full payment where appropriate.

Maintaining confidential and accurate records of all patient interviews and eligibility documentation plus keeping records of payment by instalments.

Maintaining records of patients who have time-limited visas who are currently entitled to NHS treatment, to ensure new documentation is requested on expiry.

Provide monthly summaries of financial and activity performance by site as well as feedback reports on income achieved.

Communication and liaison with other Agencies

To contribute to excellent communication and public relations with both internal and external stakeholders by ensuring good information flows.

To liaise with GPs in assisting them to identify overseas visitors.

To act as the key liaison on behalf of the Trust with the UK Border Agency local immigration teams. This will involve the referral of potential ineligible patients who require status checks and unlawful asylum seekers.

To encourage a culture of staff involvement and openness.

To attend meetings of the Overseas Visitors, Support Group and DHSC/BSA/UK Border Agency workshops as appropriate.

To support with Emergency Preparedness Resilience and Response and undertake any duties as outlined by the Chief Operating Officer.

Person Specification

Qualifications

Essential

Good General standard of education to include at least 5 GCSE's or equivalent and/or qualified by NHS Experience

Desirable

Finance Qualification

Skills/Knowledge

Essential

Knowledge of DHSC overseas visitor charging regulations Knowledge and understanding of recent developments in the NHS Good understanding of complex DHSC rules concerning overseas visitors Knowledge of NHS Finance Self-starter with the ability to work on initiative ECDL or evidence of competence in Microsoft Office Evidence of producing monthly reports using Excel Ability to analyse problems and propose realistic solutions Ability to meet statutory deadlines and prioritising workload Good written and verbal communication skills with colleagues, patients and staff Confident presenter and trainer Ability to interpret national NHS overseas patient charging regulations into Trust policy Evidence of strong patient of customer facing communication skills frequently dealing with complex or sensitive information Must have the ability/sensitivity to communicate with patients in occasionally emotionally charged situations or where English in not the first language

Experience

Essential

Committed to self and staff development Able to work under pressure and to plan and prioritise workload effectively Enthusiastic and positive with 'can do' attitude

Desirable

Experience of dealing with overseas visitors or patients in an NHS organisation Experience of working within an accounts receivable and/or credit control environment

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