Guy's and St Thomas' NHS Foundation Trust

Customer Care Administrator - Cross Rotational - Wimpole Street

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Job summary

Customer Care Administrator- Cross Rotational

Working Hours - 37.5 hours per weekMonday - Friday8am - 9pmSaturday8am - 5pm

Main duties of the job

This position will be cross rotational, working between the Customer Care team and the Patient Journey Coordinator teams. It will have a wide range of administrative responsibilities and will provide a first point of contact for all patients, consultants and third parties ensuring first-class customer service is delivered in a professional, friendly, helpful, calm and efficient manner. The post holder has the responsibility to introduce process to ensure a patient's journey is smooth and efficient and is expected to competently carry out all relevant forms of administrative duties without direct supervision, monitoring and maintaining excellent standards of practice to facilitate the smooth running of the department in keeping with:

o Vision and Values of the Private Patient Directorate.o Royal Brompton & Harefield Hospitals (Part of the Guy's and St Thomas' NHS Foundation Trust) Policies and Protocolso Core Behaviours of Our Staff

As part of the Private Patient administrative team the post holder is expected to work as an effective and responsible team member, supporting others in a flexible and approachable manner and to contribute to the development of the facility and the smooth running of the clinic. This includes assisting with other administrative departments within private patients, working within those departments when required.

About us

On 1st February 2021 the Royal Brompton and Harefield Hospitals became part of Guy's and St Thomas' NHS Foundation Trust - a truly once-in a generation development. Together, we are taking our first steps towards our vision of creating a brand-new centre of excellence, which will be the global leader in the research into and treatment of heart and lung disease in patients from pre-birth to old age. We are developing some exciting plans and we want you to join us - so come and help to change the shape of healthcare for our heart and lung patients world-wide.

Royal Brompton & Harefield Hospitals Specialist Care is our private patients unit, comprising:

Private outpatients clinics with state-of-the-art consulting rooms
Fully equipped private inpatient wards with their own high dependency units, equipped to intensive care standards.

This post will be based at our outpatients and diagnostic centre for private patients at 77-79 Wimpole Street in the Harley Street area. The services offered at this facility include:

An inherited cardiac conditions clinic
A heart screening clinic
Advanced diagnostic imaging
Cardiac PET imaging with rubidium.
Outpatient services for both adult and paediatric patients.

Date posted

19 July 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£34,089 to £41,498 a year Per Annum incl HCAA

Contract

Permanent

Working pattern

Full-time

Reference number

196-COF10293

Job locations

Wimpole Street

77-79 Wimpole Street

London

W1G 9RU

Job description

Job responsibilities

Main tasks & responsibilities:

To welcome all patients and their family members into the Clinic by making them feel comfortable and anticipating and attending to their needs.

Arriving and scheduling patients on the required computer systems; EPIC.

Assist with a shared email inbox, actioning clinic/ room booking requests, patient bookings, finance queries and all other enquiries.

Clinic confirmations: Contacting secretaries/ Consultants to request clinic lists for the following day, includes sending email reminders to Consultants we book for.

Telephone queries; internal and external calls.

Obtaining full insurance details from patients when attending for billing purposes.

Contact insurance providers to obtain authorisation for procedures prior to them being performed.

To invoice private self-funding outpatients for consultations and hospital tests received and be responsible for the clarification of payment method and, collection of payment on the day, accurately recording this on the billing system; Compucare.

Send post clinic information to requesting doctors/ secretaries.

Send IEP requests for patients to receive images.

Complete required clinic preparation for the following day; Diagnostic and ATP prep and preparing clinic notes for consultants.

Cash handling Managing till float, ensuring that all transactions balance when cashing out at the end of a shift. Includes end of week banking.

Complete daily card Z-Totals as per the standard operating procedure.

Order stationary and expedite non-stock requisition orders to various deadlines.

To assist with safely transporting patients to vary area within the clinic

Accurately register patients into the clinic whilst maintaining an excellent level of customer service.

To assist and coordinate patients journey through exceptional communication and customer service with patients and their visitors, technologists, physicians, and other team members to ensure everything runs smoothly.

To ensure that the patient has a clear understanding of when and where their next appointment is due and what to do in the event of any questions.

To be highly organized and self-motivated, and to ensure that everything is running smoothly.

Assisting in administering preliminary and post exam instructions and answering non-medical questions.

Entering accurate patient, physician information into the trust IT system when required.

Takes an active role in monitoring patient flow and communicating delays to patients and providers.

To provide a high-quality information service to all private patients, e.g. provide information on local hotel facilities; send patient information leaflets, advice on transport arrangements, financial arrangements etc.

Assists with billing charge entry and reconciliation and to invoice private self-funding outpatients for consultations and hospital tests received as required.

Performs other similar and related duties as required or directed.

Maintain systems and processes to ensure that patient information/data is available at the right time and that they are complete and accurate according to the clinic patient administration system.

To assist with the booking, scheduling of private patients and to liaise with relevant multidisciplinary healthcare professionals to ensure a smooth patient journey is carried out.

To work to specified deadlines and have the ability to work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team.

Monitor the facility to ensure that it remains clean, tidy, safe well-maintained meeting environmental, health, and security standards and complying with government regulations.

Assist your line manager with investigating complaints in conjunction with the Head of Nursing & Outpatient clinical services and the General Manager.

Assist your line manager in ensuring the department is efficiently and effectively managed at all times and deputise in her/his absence when necessary.

Working within flexible rosters, designed to achieve the most effective use of staff to meet the needs of our patients, consultants and assist with staff cover in times of vacancies, annual leave and sickness.

Ensure all patient feedback forms are collected on a daily basis.

Organise and maintain the office and filling system and file documents electronically within various folders.