Job summary
This is an exciting opportunity to join our growing and successful Private Care Division within Europe's largest cancer centre and to provide the highest standards of support to our patients.This position provides a vital role in ensuring the financial pathway for private patients is effectively managed, from patient registration in guaranteeing funding for a range of medical and surgical treatment and inpatient admissions. It is a customer facing role with occasional shift cover as required.The successful candidate will be a versatile, lateral thinker with an eye for detail and excellent customer service skills. They will put the patient first and be a confident communicator, comfortable in dealing with people at all levels in a polite, empathetic and professional manner. They will be customer-focussed, energetic, resilient, able to demonstrate initiative as well as prioritise a busy workload, and have a good understanding of the Private Care offer within the Royal Marsden NHS Foundation Trust structure.
Main duties of the job
The post holder will be required to work as part of the Private Care Accounts Team delivering the highest level of customer service to both patients and consultants. The Private Care Coordinator will manage the registration and administration process with a focus on minimising the risk of debt and work in accordance to the hospitals policies and procedures and all relevant legislation.
This patient-facing role will coordinate the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information. The post holder will be required to be flexible and cross cover within the administration functions to support the service requirements in our other locations. At Chelsea these include the operation of the Private Care Centre between 7.00am and 8.00pm, Monday to Friday and Saturday 8.00 - 4.00 pm on a rotational basis.
The post holder will work effectively as a team, working with colleagues and departments across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate.
The post holder will ensure that all patient activity is appropriately recorded on the electronic patient record on the Private Care billing system and that funds/authorisation or guarantees have been secured prior to the commencement of all treatment.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston HospitalAt The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits and learning and development opportunities. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
Welcome patients and their families in a friendly and calm manner; accurately registering their details.
Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.
Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment.
Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times.
To ensure patients concerns and complaints are dealt with immediately and escalated appropriately.
To maintain composure and resilience under pressure.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
Welcome patients and their families in a friendly and calm manner; accurately registering their details.
Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.
Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment.
Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times.
To ensure patients concerns and complaints are dealt with immediately and escalated appropriately.
To maintain composure and resilience under pressure.
Person Specification
Qualifications/Training
Essential
- Evidence of continuing professional and personal development.
Experience
Essential
- Front-facing customer services experience.
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Effective budgetary management
- Experience of effective team working
Desirable
- Previous admissions, accounts or similar role in a hospital environment
Skills, Knowledge and Abilities
Essential
- Able to work with minimum supervision
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Flexible and able to work as part of a team to ensure that the team deadlines are met.
- Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
- Outstanding communication, presentation and interpersonal skills
Desirable
- Knowledge of current health care issues
Person Specification
Qualifications/Training
Essential
- Evidence of continuing professional and personal development.
Experience
Essential
- Front-facing customer services experience.
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Effective budgetary management
- Experience of effective team working
Desirable
- Previous admissions, accounts or similar role in a hospital environment
Skills, Knowledge and Abilities
Essential
- Able to work with minimum supervision
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Flexible and able to work as part of a team to ensure that the team deadlines are met.
- Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
- Outstanding communication, presentation and interpersonal skills
Desirable
- Knowledge of current health care issues
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).
