About this role
Job summary
The Private Care Inpatient Services Executive is required at all times to promote Private Care values and to contribute to achieving Private Care's strategy, goals and objectives. The post holder's role in promoting and furthering these objectives will be commensurate with grade and designated responsibilities.The postholder is responsible for providing proactive pathway management and support to private patients from pre-assessment through to discharge, ensuring that they enjoy an exceptional experience, are clear about the next steps in their journey and experience continuity of care.As a key part of this role, they are expected to provide high-quality, proactive and thoughtful administrative support to the clinical services teams, so that they can focus upon the delivery of care.The postholder will be required to work flexibly on a rota basis to ensure there is cover between the hours of 07.00 - 19.00 Monday to Friday and 08.00 - 13.00 on Saturday.Uniform will be provided. The postholder will be expected to work flexibly and work from reception on a rotational basis and on the inpatient ward (both Private Care and Coxen).
Main duties of the job
The Private Care Inpatient Services Executive is required at all times to promote Private Care values and to contribute to achieving Private Care's strategy, goals and objectives. The post holder's role in promoting and furthering these objectives will be commensurate with grade and designated responsibilities.The postholder is responsible for providing proactive pathway management and support to private patients from pre-assessment through to discharge, ensuring that they enjoy an exceptional experience, are clear about the next steps in their journey and experience continuity of care.As a key part of this role, they are expected to provide high-quality, proactive and thoughtful administrative support to the clinical services teams, so that they can focus upon the delivery of care.The postholder will be required to work flexibly on a rota basis to ensure there is cover between the hours of 07.00 - 19.00 Monday to Friday and 08.00 - 13.00 on Saturday.Uniform will be provided. The postholder will be expected to work flexibly and work from reception on a rotational basis and on the inpatient ward (both Private Care and Coxen).
About us
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement. Ranked #1 among all Trusts in North and Central London for all People Promises and themes. Ranked #1 among all Acute Specialist Trusts for "We work flexibly." At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
24/7 access to wellbeing support through our Employee Assistance Programme. A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts. A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment. Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.
Job description Job responsibilities
1: Patient Management: Admissions
Check whether patients scheduled for admission, have an up-to-date MRSA test result and action accordingly, escalating to the Nurse in Charge where necessary and changing the time of admission to accommodate on the day testing. Greet patients on arrival, take them to their room and orientate them to include an explanation of the welcome pack, ward routines and patient journey and the use of in-room technology. Liaise with the nursing team to ensure that the clinical admission process is ready to commence immediately once orientation is complete
2: Patient Management: Inpatients
Assume responsibility for the continuity of patient care from the point of admission, through to discharge, ensuring always, that patients are aware of the next steps in their journey and know who to contact with any queries. Proactively manage the inpatient journey, ensuring that any shared service is delivered in accordance with Private Care KPIs and the patient enjoys an exceptional and attentive experience. This will include regular liaison with portering, radiology, pathology, pharmacy and transport in particular. Ensure that any highlighted next steps are appropriately actioned to ensure there are no administrative delays to patient care. Liaise with Coxen ward on a daily basis to ensure that private paediatric patients are enjoying a private patient experience and that any issues can be addressed in a timely manner.
3: Patient Management: Discharge
Manage the administrative process of patient discharge and inform the Consultants private medical secretary once complete Organise and book patient transport for discharge where required, to include ambulance transfer. Ensure that the patient is clear about the next steps in their journey and is given an appointment to return for a nurse-led, wound check appointment if clinically appropriate.
4: Bed and Capacity Management
Attend the daily Private Care clinical bed meeting to discuss patient admissions, continuing inpatient care, bed allocations, intended discharge date and any emergency or unscheduled admissions. Present relevant information at the daily Private Care clinical bed meeting for scheduled admissions, in particular, patient preferences or requirements highlighted at pre-operative assessment (e.g. dietary requirements, food allergies and intolerances).
5: Pre-Operative Assessment Bookings and Administration
Coordinate all patient bookings in line with agreed processes and timelines, ensuring information is captured and recorded accurately across the relevant booking systems. Issue written confirmation of pre-operative clinic appointments to patients and serve as the first point of contact for any non-clinical queries. Organise any additional tests, investigations and Consultant opinions (including referrals to Consultant Paediatricians for complex paediatric patients) that arise from the nurse-led pre-assessment appointment. Develop a mechanism, working with the pre-operative assessment nurses to ensure that any results of concern are escalated to the Consultant Surgeon and Anaesthetist and that where there is an impact on treatment or extended length of stay for self-pay patients, that the cost estimate is amended accordingly.
6: Clinical Services Support
Provide high-quality, proactive and thoughtful administrative support to the clinical services teams, so that they can focus upon the delivery of care. This will include the management and resolution of non-clinical issues on their behalf e.g. IT, Estates and Facilities, Procurement. Manage all incoming phone calls and correspondence to the inpatient ward, ensuring that queries are resolved and exceptional customer service is delivered. Arrange, attend and minute ward meetings, taking forward assigned actions and monitoring the delivery of others against their actions. Support the Ward Manager to meet quality standards, through monitoring training and appraisal compliance amongst clinical staff as well as other agreed KPIs. 7: Private Care Service Standards
Develop expert knowledge of Private Cares service offering and a robust understanding of the entire patient pathway, with an emphasis upon the clinical patient journey. Contribute to the development and delivery of service standards and KPIs for Private Cares patient services function, ensuring that they are market competitive, meet the needs of key stakeholders and delivery against them is tracked Ensure that all written patient correspondence is highly accurate and professionally formatted with excellent use of spelling and grammar. 8: Systems
Train as a super-user of Trust booking, information and patient navigation systems to include, PAS, ICS, ICE and CRIS. Work with the Private Care Finance Analyst to ensure that the operational processes within the patient services teams are reflected in the development of the Trusts Electronic Patient Record (EPR) project, and that activity is properly captured and can be automated to feed out to the outsourced billing provider. Proactively identify opportunities to use technology as an enabler, where appropriate, to enhance the effectiveness and efficiency of the booking teams. 9: Finance
Liaise with Consultants, their clinical teams, and medical secretaries to ensure that medical reports for patients requiring a change of treatment or extended length of stay are obtained and communicated to the payor in a proactive and timely manner. Develop a robust understanding of private patient financing and be able to confidently discuss financial liabilities for treatment with patients, in the case of an extended or unauthorised length of stay. Manage, monitor and ensure compliance with the use of charge sheets on the inpatient ward to facilitate accurate and timely patient billing. 10: Customer Service
Provide an exceptional standard of customer service to all key stakeholders which is proactive, attentive and knowledgeable.
11: Communication
Utilise a variety of strategies to communicate effectively with key stakeholders across the organisation, including Consultants, their private medical secretaries, patients, embassies, referrers and other third-party sponsors of care, delivering an exceptional standard of customer service at all times. Develop and maintain effective and proactive working relationships with key Trust stakeholders to ensure that the operational requirements of Private Care are effectively managed and coordinated within shared services, in particular pathology, pharmacy, radiology and theatres, to deliver a private patient experience. Be aware of and sensitive to other cultures and religions whilst dealing with private patients, ensuring vulnerable groups are not discriminated against. 12: Complex Stakeholder Management
Engage and support patients and their families, Consultants and Private Care clinical teams to ensure we deliver exceptional patient care in accordance with Private Care service standards. Act as a key point of contact for key stakeholders to coordinate the timely resolution of any issues relating to the admissions process or inpatient care, escalating them to different Trust departments as required. Use initiative in determining the action to be taken when receiving complex queries and demonstrate an understanding of the appropriate priority. 13: Improvement
Contribute to the development of Standard Operating Policies for the patient services function within Private Care and ensure that they are regularly updated to reflect current practice. Identify changes that may be required within the patient services functions to deliver against our objectives and enhance the patient experience and actively implement these changes with the support of the Private Care Management Team. Collate key themes and learnings from feedback, complaints and incident reports and work with the Ward Manager and Senior Nurses to develop and implement a cycle of continuous improvement, ensuring that learnings are captured and action plans are put in place to avoid recurrence. Undertake and input to audit activities, both internal and external. 14: Teamwork
Act as an ambassador for Private Care, both within the Division and the wider Trust; actively promoting and supporting the delivery of Private Care service standards to enable us to meet our growth aspirations. Contribute to the recruitment, appointment and induction of new staff within the patient services function. Provide cover for colleagues during episodes of sickness and annual leave, ensuring continuity of care and service for patients and other key stakeholders
Person Specification
Analytical & Judgment Skills Essential
Able to exercise sound and independent judgement when managing competing priorities, escalating concerns appropriately and proposing practical solutions in a timely manner.
Desirable
A proven track record of using data-driven insights to influence service redesign and deliver measurable improvements in quality, efficiency, and patient outcomes.
Analytical & Judgment Skills Essential
Previous experience of an admin role within the private sector Able to exercise sound and independent judgement when managing competing priorities, escalating concerns appropriately and proposing practical solutions in a timely manner
Desirable
Understanding of medical terminology A proven track record of using data-driven insights to influence service redesign and deliver measurable improvements in quality, efficiency, and patient outcomes.
Essential Essential
Extensive experience of working in a busy environment, and managing competing demands and priorities
Desirable
Robust understanding of the needs and wants of key stakeholders, in particular, private patients, Consultants and sponsors of care
Planning & Organisational Skills Essential
Excellent communication skills and use of written and spoken English A proven track record of using data-driven insights to influence service redesign and deliver measurable improvements in quality, efficiency, and patient outcomes.
Desirable
A proven track record of using data-driven insights to influence service redesign and deliver measurable improvements in quality, efficiency, and patient outcomes.
Communication & Relationship Skills Essential
Demonstrates the ability to communicate complex clinical, operational, and financial information clearly and concisely to a diverse range of stakeholders, including clinicians, executives, and patients
Desirable
Experience of working within a private or independent healthcare environment, with an understanding of the commercial and reputational sensitivities involved in delivering services to an international and high-net-worth patient population, and the ability to engage confidently with a wide network of consultants, agents, and referral sources to support business growth and patient experience excellence
Knowledge, Training & Experience Essential
Familiarity with information governance requirements and data protection legislation as it applies to patient and operational data.
Desirable
oExperience of working within a private or independent healthcare environment, with an understanding of the commercial and reputational sensitivities involved in delivering services to an international and high-net-worth patient population, and the ability to engage confidently with a wide network of consultants, agents, and referral sources to support business growth and patient experience excellence
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).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Royal National Orthopaedic Hospital NHS Trust
Address RNOH Private Care
Stanmore
HA7 4LP
United Kingdom
Employer's website https://www.rnoh.nhs.uk/ (Opens in a new tab)