About this role
Job summary
Saint Mary's Hospital at Wythenshawe is seeking to appoint a Coordinator for the Overseas Visitors and Chargeable Patients Service.
This role involves identifying patients who may not be eligible for free NHS treatment and ensuring they receive accurate information regarding the costs of their care.
The position encompasses all services within Saint Mary's Managed Clinic Service. Effective communication with patients, trust staff, and external stakeholders is essential and will involve regular correspondence via email, letters, face-to-face interactions, telephone, and video calls. Therefore, excellent written and verbal communication skills are vital for success in this role.
Strong organisational skills and meticulous attention to detail are required, as you will manage your own caseload and maintain precise records. You will utilise IT systems, including Hive and Microsoft Office applications, and must demonstrate good IT literacy.
The role may involve exposure to distressing or emotionally sensitive situations. While support is available from the wider team, resilience is important, along with an empathetic and non-judgemental approach to problem-solving.
Flexibility is a key requirement, as the post holder may need to provide cover across the Managed Clinical Service. Occasional travel to other MFT sites for training and meetings may also be necessary.
Initial training will take place at Saint Mary's Oxford Campus and is expected to last approximately six months.
Main duties of the job
To understand and comply with the Department of Health Overseas Hospital Charging Regulations.
The role involves the assessment of patients and their relatives to establish entitlement to NHS funded care or liable for the costs accrued for accessing care.
The role includes, interviewing patients, gathering copies of documents required to assess entitlement, running reports and maintaining local records in line with National Policy.
You will be responsible for raising invoices, responding to queries and complaints through email, face to face, letters and phone calls. You will liaise with trust staff and external bodies including the home office and the immigration service to assist in identifying patients overseas status and NHS eligibility.
The post holder will meet regularly with their line manager to discuss cases, review and action reports based on evidence available. With support from your Line manager and the wider team, you will develop and maintain your knowledge around the charging regulations.
About us
Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe - a great place to shape your career. With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year. Behind every patient cared for are people like you - keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.At MFT, we believe in the power of teamwork, respect, and inclusion.
Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best to ensure that your work behind the scenes creates seamless, high-quality care and exceptional patient outcomes. Whether you're just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.At MFT, your role matters, your impact is real, and you're part of something bigger from day one.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need for this role, take a look at the Job Description & Person Specification attachments under the Documents to download heading.
Explore Inside MFT Your Candidate Place
To help you feel confident, prepared and fully informed before you apply, we invite you to explore Inside MFT Your Candidate Place. This welcoming onestop hub gives you a real sense of who we are, what we stand for, how we reward and support you, and the many ways we care for you as you care for others. Youll also find practical hints and tips for submitting a great application, along with the essential information you need to know before you apply.
To access Inside MFT Your Candidate Place, simply click on the relevant PDF document under the Documents to download heading and once opened, you can either scan QR code or click on the link provided.
Closing vacancy listings early
We welcome applications from a wide range of backgrounds and experiences.To help us manage applications fairly and give each one the time it deserves, our adverts may close early if we receive a high level of interest. Early applications are therefore encouraged.
Diversity MattersMFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, please contact the manager named below.
Use of Artificial Intelligence (AI) in your application
Here at Manchester University NHS Foundation Trust, were proud to be ALL HERE FOR YOU, for our patients, our communities, and each other.As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations. While AI tools can support spelling, grammar, or formatting, we expect that the content of your application, especially personal statements and responses to role specific questions is written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.
Thank you for helping us uphold the values that make our Trust a place where people belong, grow, and thrive. We look forward to receiving your application.
Disclosure and Barring Service (DBS) check
As part of our commitment to safeguarding patients and staff, many roles at Manchester University NHS Foundation Trust (MFT) require a Disclosure and Barring Service (DBS) check. This is a standard process across the NHS and helps us ensure a safe environment for everyone.
What is a DBS Check?
A DBS check is a background check that reveals any criminal convictions, cautions, reprimands, or warnings. The level of check required depends on the role:
Standard DBS: Checks for spent and unspent convictions, cautions, reprimands, and final warnings.
Enhanced DBS: Includes the above, plus any additional information held by local police thats considered relevant to the role.
Enhanced with Barred Lists: Includes all of the above, plus checks against the childrens and/or adults barred lists.
Who Needs a DBS Check
Most roles involving direct patient contact, working with children or vulnerable adults, or access to sensitive information will require a DBS check. The job advert and recruitment team will let you know if this applies to your role.
The Costs for a DBS
At Manchester University NHS Foundation Trust (MFT), roles that require a DBS check are subject to a cost recovery policy. This means that the cost of submitting and processing a DBS application if you are successful and join us, will be deducted from your salary within the first three months of employment. If, however, you withdraw from a conditional offer after the DBS process has begun, you will still be liable for the cost incurred.
For more information about the cost of the various types of DBS, please visit: https://www.gov.uk/government/news/dbs-fees-are-changing-in-december
DBS Update Service
Candidates are also expected to register with the DBS Update Service which must be completed within 30 days of the certificate being issued. This helps streamline future employment checks and supports safer recruitment practices. For more information, please visit the DBS Update Service.
Person Specification
Qualifications
Essential
- Good level of education or equivalent experience
Desirable
- Conflict resolution training Information technology qualification
- Evidence of continuing professional development within existing role
Knowledge and Experience
Essential
- Previous Customer Service Experience and professional call handling
- Use of databases and ability to demonstrate advanced use of software programmes such as Outlook, Excel, Word
- Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues
- Experience of working with a diverse population
- Experience of compliance and adhering to Organisational Policies and procedures
- Experience of professional call handling
- Experience of working with all age groups
- Conflict resolution and mediation skills
Desirable
- Knowledge of the NHS Cost Recovery Program and Charges to Overseas Visitors Regulations 2015
- Understanding of Equality and Diversity and equal opportunities legislation including but not limited to The Disability Discrimination Act, Race Relations Amendment Act and Sex Discrimination Act
- Previous experience of working within the NHS or other healthcare environment.
- Immigration rules
- Safeguarding children/adults
- Working knowledge of clinical and service issues
- Working knowledge of the NHs Overseas Visitor Charging Regulations/Immigration Law
- Understanding of the NHS and its partner organisations
- Experience of dealing with highly charged and emotional situations that involve patients, relatives, carers and the public
Skills and Attributes
Essential
- Excellent customer care skills
- Good organisational and time management skills, able to work independently and as part of a team
- To communicate clearly and politely be able to communicate at all levels
- Ability to think laterally to solve problems
- Diligent
- Hardworking
- Excellent time management skills
- Ability to work to deadlines
- Excellent communication skills
- Able to complete and maintain accurate written and database records
- Able to demonstrate confidentiality
- Non judgemental
- Ability to take initiative demonstrating autonomy and independence
- Proven creative and lateral thinking and approach to problem solving
- Resilient and emotionally mature with the ability to cope with work pressures
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.
Employer details
Employer name
Manchester University NHS Foundation Trust
Address
Wythenshawe Hospital (extended training at Saint Marys Hospital)
Southmoor Road
Manchester
M23 9LT
United Kingdom
Employer's website
https://mft.nhs.uk/careers/ (Opens in a new tab)