Job summary
We are pleased to be recruiting for2 Private Patient Co-ordinators to join our private patient administration teams. One post is based at the Westminster Maternity Suite, St Thomas' Hospital, and the other at the Fertility (Assisted Conception) Unit, Guy's Hospital.
The Private Patient Co-ordinator will act as a first point of contact for private patient referrals and enquiries, responding in a timely, professional and patient-focused manner. The post holder will provide a high-quality administrative and co-ordination service to support the effective day-to-day running of the private patient service.
The role involves working closely with clinicians, nurses, consultants, medical secretaries, private patients and external organisations, providing comprehensive, efficient and accurate administration. The post holder will also support ongoing and fixed-term projects, ensure the smooth running of office and clinic environments, and maintain effective internal and external liaison.
The role requires regular interaction with multidisciplinary teams in busy clinical settings, managing complex and sensitive issues and exercising sound judgement with minimal supervision. The post holder will provide short- and long-term cover for colleagues during planned and unplanned absences and will actively promote the Trust's clinical services, specialties and consultants, supporting the growth of Private Patient Services and their contribution to NHS services.
Main duties of the job
Participate in the weekly rotating Private Patient Co-ordinator roster with varying shift times covering the hours between: 8am - 8pm.
To play a key role in the application of the private patient enquiry and pathway processes by providing clear, accurate and comprehensive information to patients regarding our available services, consultants, pathways, costs and co-ordination of any private patient outpatient appointments ensuring that all the necessary departments have the adequate information needed in order to process the patient's journey through the hospital.
To track and follow-up on all private patient enquiries that come through via email, phone or website with the aim of converting each enquiry into a booked appointment.
To manage a busy mailbox and respond to all private patient enquiries in a timely manner.
To ensure that outpatient / inpatient occupancy and income generation are maximised.
Search and collect notes and relevant information for new patients planned and for emergency outpatient appointments in a timely manner as requested by the manager.
Prepare and produce reports / spreadsheets, presentations and other documents as requested using the format required.
Prepare acknowledgement letters and draft replies where required.
Undertake additional administrative duties relevant to the role as requested.
About us
At the assisted conception unit, we are a supportive and caring multi-disciplinary team passionate about Women's Health and we encourage our staff to develop both personally and professionally. This is an exciting and challenging role in which the post holder would have an opportunity to make a direct positive impact on patient experience within the Trust.
There is also an opportunity to join our private maternity unit at Westminster maternity suite. The successful candidate will join a team who work collaboratively with on-site midwifery and consultant clinics for both antenatal and postnatal pathways, including fetal medicine and scanning clinics to provide a seamless service to the patients.
This is a hugely exciting time to join our women's health services, with ambitious plans to grow and develop the service we provide, ensuring the delivery of high quality, compassionate care and outstanding customerservice. The successful candidate would receive comprehensive training, the chance to attend and be involved in maternity and fertility related events that take place and the opportunity to shadow clinical settings, including the fertility laboratories, giving valuable insight into where and how the service delivers care.
Job description
Job responsibilities
Please refer to the attached Job Description and Person Specification for a full detailed list of the roles requirements and main responsibilities.
Please note due to high response rate we sometimes close adverts early and we advise you apply as early as possible.
Job description
Job responsibilities
Please refer to the attached Job Description and Person Specification for a full detailed list of the roles requirements and main responsibilities.
Please note due to high response rate we sometimes close adverts early and we advise you apply as early as possible.
Person Specification
Qualifications/Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent or evidence of equivalent work experience.
Desirable
- Customer service qualification /training
Previous Experience
Essential
- Significant proven experience of delivering to high standards in a fast-paced and high-volume customer care environment.
- Proven administrative experience
- Ability to deal with a range of issues independently and efficiently
Desirable
- Previous experience of an administrative or customer service role within a healthcare environment such as the NHS or a Private patient unit
Skills/Knowledge/Ability
Essential
- Excellent organisational skills with a demonstrable ability to manage and prioritise workload efficiently and accurately to meet tight deadlines
- Strong interpersonal and customer service skills with the ability to liaise effectively with a wide range of multi-disciplinary staff as well as using own initiative.
- Confidence in making decisions when dealing with competing priorities and being able to manage workload
- Ability to deal with difficult service users and challenging situations
- Possess a positive 'can do' attitude, with a willingness to learn new processes along with a flexible approach to work and the ability to cope with changing demands.
Desirable
- Knowledge of medical terminology and/or Women's health services
- Strong IT skills, particularly with relation to Microsoft Office packages, e.g. Word, Outlook and Excel as well as patient information systems such as Compucare and Epic
Person Specification
Qualifications/Education
Essential
- Good general education with English and Maths to GCSE standard or equivalent or evidence of equivalent work experience.
Desirable
- Customer service qualification /training
Previous Experience
Essential
- Significant proven experience of delivering to high standards in a fast-paced and high-volume customer care environment.
- Proven administrative experience
- Ability to deal with a range of issues independently and efficiently
Desirable
- Previous experience of an administrative or customer service role within a healthcare environment such as the NHS or a Private patient unit
Skills/Knowledge/Ability
Essential
- Excellent organisational skills with a demonstrable ability to manage and prioritise workload efficiently and accurately to meet tight deadlines
- Strong interpersonal and customer service skills with the ability to liaise effectively with a wide range of multi-disciplinary staff as well as using own initiative.
- Confidence in making decisions when dealing with competing priorities and being able to manage workload
- Ability to deal with difficult service users and challenging situations
- Possess a positive 'can do' attitude, with a willingness to learn new processes along with a flexible approach to work and the ability to cope with changing demands.
Desirable
- Knowledge of medical terminology and/or Women's health services
- Strong IT skills, particularly with relation to Microsoft Office packages, e.g. Word, Outlook and Excel as well as patient information systems such as Compucare and Epic
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.
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).
Additional information
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.
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).
