Job summary
The post holder plays a key role in delivering a high standard of customer satisfaction within the International & Private Patient Service. As part of the customer care team, they will ensure a smooth and seamless patient journey by liaising with a wide range of stakeholders, including consultants, UK and international insurance companies, foreign embassies, private hospitals, and diagnostic departments across the Trust.
The role involves supporting private clinics for approximately 200 consultants across various specialties, providing efficient and high-quality administrative support to ensure clinics run smoothly. Working in a fast-paced and sensitive environment, the post holder will manage administrative and financial processes while also responding with tact, discretion, and compassion when required.
The post holder will be responsible for processing all private patient income and associated consultant fees, working closely with inpatient coordinators, care groups, and colleagues within the Private Patients Unit to ensure billing is accurate and timely. This role requires a highly motivated individual with excellent organisational and time management skills, who can work calmly under pressure to meet strict deadlines.
Main duties of the job
Main Duties and Responsibilities
Patient Liaison
Financial Responsibilities
Administrative Duties
General Duties
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
Main Duties and Responsibilities
Patient Liaison
- Meet and greet
- Communication with consultants, referring GP practices, medical/private secretaries with respect to patient referrals
- Organising clinic scheduling for a large number of consultants from various specialities
- Facilitating the effective running of all clinics, working closely with Departments within the Trust/external bodies to arrange diagnostic test
Financial Responsibilities
- Liaising with Insurance Companies to confirm patient financial status on the day or prior to patients arrival.
- Obtaining Letters of Guarantee from numerous foreign Embassies
- Taking and processing credit card payments for self-funding patients
- Raising invoices for all patients in respect of hospital charges and professional fees for most consultants
- EDI data interface processing via a secure line for all Insurance Companies
- Process outpatient issues with respect to Hospital charges and Consultant fees, ensuring that the billing of all outpatient activity through the Compucare Patient Billing System has been completed, working to strict monthly reporting deadlines.
- Out of hours outpatient investigation registration and securing funds prior to patient attending the relevant department.
- Generating credit notes to all applicable payees
Administrative Duties
Welcome all users of Kings Private Outpatient Services in accordance with the agreed Customer Care Standards.
Register patients, ensuring that weve obtained and verified all photographic identification produced.
- Ensure that all patients sign a respective letter of undertaking in line with Trust policy and procedure. This is a prerequisite for all attendances and is in addition to verifying financial status of patients.
- Book clinic appointments and confirming in writing, as required, ensuring that all outpatient bookings are recorded on the relevant computerized database.
- Schedule all outpatient clinics on the relevant computerized database.
- Ensure that all private outpatient personal details are registered on the Trusts database (EPIC) and the Trusts accounting database (Compucare).
- Ensure also that financial details are obtained and recorded on Compucare and that all information is checked and updated at each clinic attendance.
- Apply the take home drugs protocols for all patients awaiting private prescriptions to be dispensed. Raised relevant invoice and secure payment.
- Print daily outpatient clinic lists for each respective Consultants and provide a copy to reception areas and emailing/fax list to consultants prior to appointments.
- Contact various Consultants/GPs, Private Secretaries and patients via phone and emails, resolving various queries that may arise.
- Ensure adequate supplies of printed stationery and private prescription pads are available within the Clinics.
- Patient and consultant reminder service ensuring that all patients/consultants on a clinic list have been sent a text reminder at least 48hrs prior to clinic date.
- Maintain an efficient and effective manual filing system, as required
- May be required to chaperone patients in the absence of a nurse.
- Ad hoc cover for Patient Centre team members due to staffing issues
- Assisting newly registered consultants with secretary duties, arranging new/ follow up appointments, face to face or virtual
- Attending to private patient waiting list, ensure all private requests are picked up and actioned as soon as possible or as per on the order request from the consultant
General Duties
Ensure that areas are kept clean and tidy and that risk for patients, staff and visitors is minimised at all times, working closely with the housekeeping and catering department
Receive requests for and make bookings for ambulances and taxis as required in line with the agreements between the International and Private Patient Service, Kings College Hospital and service providers and keep accurate records of such bookings.
Ensure there is always adequate supplies of up-to-date patient literature available and displayed within the reception areas.
Ensure that the mailing out of patient related communications, such as admission letters, appointment letters and invoices is done on a timely basis.
Provide receptionist cover to ensure that patients, relatives and other visitors are directed to the appropriate areas in the Hospital in a polite and courteous manner.
Participate in an annual appraisal and performance review and to identify personal and team development objectives.
Act in a professional and responsible manner, always adhering to the required private patient dress code (shirt and tie for men and casual smart, office footwear).
Any other ad hoc duties as requested by management commensurate with banding and ability.
Ad hoc administrative duties as requested by consultant client.
Job description
Job responsibilities
Main Duties and Responsibilities
Patient Liaison
- Meet and greet
- Communication with consultants, referring GP practices, medical/private secretaries with respect to patient referrals
- Organising clinic scheduling for a large number of consultants from various specialities
- Facilitating the effective running of all clinics, working closely with Departments within the Trust/external bodies to arrange diagnostic test
Financial Responsibilities
- Liaising with Insurance Companies to confirm patient financial status on the day or prior to patients arrival.
- Obtaining Letters of Guarantee from numerous foreign Embassies
- Taking and processing credit card payments for self-funding patients
- Raising invoices for all patients in respect of hospital charges and professional fees for most consultants
- EDI data interface processing via a secure line for all Insurance Companies
- Process outpatient issues with respect to Hospital charges and Consultant fees, ensuring that the billing of all outpatient activity through the Compucare Patient Billing System has been completed, working to strict monthly reporting deadlines.
- Out of hours outpatient investigation registration and securing funds prior to patient attending the relevant department.
- Generating credit notes to all applicable payees
Administrative Duties
Welcome all users of Kings Private Outpatient Services in accordance with the agreed Customer Care Standards.
Register patients, ensuring that weve obtained and verified all photographic identification produced.
- Ensure that all patients sign a respective letter of undertaking in line with Trust policy and procedure. This is a prerequisite for all attendances and is in addition to verifying financial status of patients.
- Book clinic appointments and confirming in writing, as required, ensuring that all outpatient bookings are recorded on the relevant computerized database.
- Schedule all outpatient clinics on the relevant computerized database.
- Ensure that all private outpatient personal details are registered on the Trusts database (EPIC) and the Trusts accounting database (Compucare).
- Ensure also that financial details are obtained and recorded on Compucare and that all information is checked and updated at each clinic attendance.
- Apply the take home drugs protocols for all patients awaiting private prescriptions to be dispensed. Raised relevant invoice and secure payment.
- Print daily outpatient clinic lists for each respective Consultants and provide a copy to reception areas and emailing/fax list to consultants prior to appointments.
- Contact various Consultants/GPs, Private Secretaries and patients via phone and emails, resolving various queries that may arise.
- Ensure adequate supplies of printed stationery and private prescription pads are available within the Clinics.
- Patient and consultant reminder service ensuring that all patients/consultants on a clinic list have been sent a text reminder at least 48hrs prior to clinic date.
- Maintain an efficient and effective manual filing system, as required
- May be required to chaperone patients in the absence of a nurse.
- Ad hoc cover for Patient Centre team members due to staffing issues
- Assisting newly registered consultants with secretary duties, arranging new/ follow up appointments, face to face or virtual
- Attending to private patient waiting list, ensure all private requests are picked up and actioned as soon as possible or as per on the order request from the consultant
General Duties
Ensure that areas are kept clean and tidy and that risk for patients, staff and visitors is minimised at all times, working closely with the housekeeping and catering department
Receive requests for and make bookings for ambulances and taxis as required in line with the agreements between the International and Private Patient Service, Kings College Hospital and service providers and keep accurate records of such bookings.
Ensure there is always adequate supplies of up-to-date patient literature available and displayed within the reception areas.
Ensure that the mailing out of patient related communications, such as admission letters, appointment letters and invoices is done on a timely basis.
Provide receptionist cover to ensure that patients, relatives and other visitors are directed to the appropriate areas in the Hospital in a polite and courteous manner.
Participate in an annual appraisal and performance review and to identify personal and team development objectives.
Act in a professional and responsible manner, always adhering to the required private patient dress code (shirt and tie for men and casual smart, office footwear).
Any other ad hoc duties as requested by management commensurate with banding and ability.
Ad hoc administrative duties as requested by consultant client.
Person Specification
Education and Qualifications
Essential
- NVQ 3 or equivalent experience
- Good level of IT skills. ECDL or proven equivalent experience in MS Package, email and Internet browsers.
- Knowledge of the PIMS/Compucare Systems
- Highly Numerate and literate
Knowledge and Experience
Essential
Desirable
- Previous experience in a Health care setting
- Previous formal training in customer care
- Previous experience in Health and Safety at work
- Previous Cashier experience in an NHS accounts setting
- Awareness of Purchaser/Provider split
Skills and Competencies
Essential
- Understanding of Confidentiality code of practice
- Excellent communication skills written and verbal
- Ability to deal with emotive and difficult patients
- Able to communicate with people whose first language is not English and people with disabilities that may affect their communication
- Effective and courteous telephone manner
- Good listener, patient and ability to keep calm under pressure
- Excellent interpersonal skills, an all- rounder who is good with people from all walks of life/languages
- Proven track record of honesty and integrity
- Ability to work under pressure, on own initiative and within a co operative multi-disciplinary team-based working environment, a team player
- Ability to work to deadlines
- Excellent problem solving skills
Person Specification
Education and Qualifications
Essential
- NVQ 3 or equivalent experience
- Good level of IT skills. ECDL or proven equivalent experience in MS Package, email and Internet browsers.
- Knowledge of the PIMS/Compucare Systems
- Highly Numerate and literate
Knowledge and Experience
Essential
Desirable
- Previous experience in a Health care setting
- Previous formal training in customer care
- Previous experience in Health and Safety at work
- Previous Cashier experience in an NHS accounts setting
- Awareness of Purchaser/Provider split
Skills and Competencies
Essential
- Understanding of Confidentiality code of practice
- Excellent communication skills written and verbal
- Ability to deal with emotive and difficult patients
- Able to communicate with people whose first language is not English and people with disabilities that may affect their communication
- Effective and courteous telephone manner
- Good listener, patient and ability to keep calm under pressure
- Excellent interpersonal skills, an all- rounder who is good with people from all walks of life/languages
- Proven track record of honesty and integrity
- Ability to work under pressure, on own initiative and within a co operative multi-disciplinary team-based working environment, a team player
- Ability to work to deadlines
- Excellent problem solving skills
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).
Employer details
Employer name
King's College Hospital NHS Foundation Trust
Address
King's College Hospital NHS Foundation Trust
Denmark Hill
London
SE5 9RS
Employer's website
https://www.kch.nhs.uk/ (Opens in a new tab)
