About this role
Job summary
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.
We are looking for someone to join our committed team providing excellent patient experience and embracing the Trust values. We are looking for an experienced administrator with a passion for exceeding patient expectation and ability to deliver a 5 star service to all patients within the Private Patient Unit. Successfully candidates will work at the Chelsea site, supporting the implementation of Private Care services . You should have a friendly patient centric approach and will need to be able to remain calm and approachable in a very busy private patient business office.
You should possess excellent people and time management skills so as to be able to provide an optimum level of customer service to patients, both in person and over the telephone, and also to other users of the service. A flexible approach is also required as there will be a need to work different shift patterns, the successful candidate may be require to support across site when necessary.
Main duties of the job
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 have specific responsibility for the handling of self-pay enquiries directly from members of the public from phone calls, website enquiries, emails and potentially face to-face meetings. 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.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.
Job description
Job responsibilities
- 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.
- To be responsible for answering all telephone calls, email enquiries and other forms of communication in a timely and professional manner.
- 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 within the hospital and outside agencies where necessary e.g. insurance companies & embassies
- To maintain an accurate and orderly filing system for all document
- To maintain up-to-date information and appropriate insight into competitor propositions, campaigns, pricing and activity in the self-pay market
- To ensure complete confidentiality with respect to patient information in line with Trusts Confidentiality Policy & Information Governing Policy
- Prepare cost estimates for consultants and patients, by filling out cost estimate sheet with codes and prices, referring to current private patient price tariff
- Attend monthly unit staff meetings
- Take payment information from patients who are paying with credit or debit cards, over the phone and update compucare in the appropriate manner
- To check that the information provided by any clinical departments, e.g. Endoscopy and radiology is correct by checking Cerner (Electronic patients records) & ICE to ensure accuracy in adding information to compucare
- To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times
- To ensure that the department voicemail/email address is checked and any messages are recorded clearly and actioned in order of priority in accordance with departmental standards.
Please see attached job description and person specification to this advert for further details.
Person Specification
Education & Qualifications
Essential
- Technical Apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent knowledge or experience
- Educated to GCSE standard or equivalent
Desirable
- Level 2 basic accounting or equivalent knowledge or experience
Experience
Essential
- Experience of working within a busy office environment
- Experience of communicating effectively with a wide range of people including staff, patients and consultants.
- Demonstrate well developed, effective interpersonal skills and communication skills
- Experience of working within a busy and demanding environment
- Ability to prioritise own workload.
Desirable
- Experience within a Private Patients Department
- Experience working in an NHS environment
Skills and Knowledge
Essential
- Working knowledge of Microsoft products: Word, Microsoft Office and Excel
- Accurate Keyboard Skills
Desirable
- Knowledge of PMI insurance billing frameworks
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Chelsea and Westminster Hospital NHS Foundation Trust
Address
Chelsea & Westminster Hospital NHS Foundation Trust
369 Fulham Road
London
SW10 9NH
United Kingdom
Employer's website
https://www.chelwest.nhs.uk/ (Opens in a new tab)