Job summary
The Resolution Manager will be responsible for leading the development, implementation, and optimization of a new, streamlined query management system. Their primary goal will be to significantly reduce billing delays and enhance communication between the credit control team and sponsors. This role will be crucial for improving operational performance, minimizing financial risks, and strengthening sponsor relationships. This role will be responsible to drive change that will lead to a more efficient and transparent billing system, ultimately improving private patient and sponsor satisfaction. This position will require an in-depth understanding of the organization's clinical, operational, and financial pathways to ensure the highest standards of validation and auditing.
We are seeking a candidate who is a proactive and strategic thinker, able to drive change and motivate others. The ideal person will demonstrate exceptional problem-solving skills, a collaborative approach to teamwork, and a steadfast commitment to improving processes and stakeholder relationships.
Main duties of the job
To lead the development, implementation, and optimization of a streamlined query management system aimed at reducing billing delays and enhancing communication between the credit control team and sponsors in accordance with Trust's regulations and sponsor contractual terms to identify errors and inconsistencies. This role will enhance operational performance, minimize financial risks, and improve sponsor relationships, resulting in a more efficient and transparent billing system.
To identify, review and focus on evaluating the current query management processes, defining clear objectives for improving responsiveness and transparency, and implementing a centralized system to efficiently manage sponsor queries.
To support planning, executing, and monitoring key initiatives such as automating query routing, creating a self-service portal for sponsors, and ensuring continuous improvement through feedback analysis.
To drive and support change to improve private patient and sponsor satisfaction, expedite payment processes, and foster a more efficient and transparent billing system.
To support and implement operational changes to improve the accuracy of Private Care charging for clinical activity performed at the Trust in accordance to the Trust policy, rules & regulations.
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 Hospital.
At 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, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. 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 please refer to the job description and personal specification
To lead and manage query management responsibility within Private Care to drive service improvements across the Billing and Credit departments.
To provide regular performance reports to senior management, reflecting the teams progress and achievements.
To develop and implement action plans in alignment with Trust policies to address Private Care billing and credit control activities, ensuring targets are met.
To assist in identifying areas for service improvements and promote a strong information culture by providing support to staff as needed, while serving as an ambassador for high-quality information within Private Care to effectively meet the service's needs to minimize the risk of future debt related to private patients.
To encourage effective communication and assist in sourcing the necessary information to address internal requests and queries within Private Care.
To collaborate closely with the Private Care Commercial, Operational, and Clinical teams, ensuring that data reporting is accurate, timely, and supports the operational and financial performance.
To maintain an in-depth understanding of the clinical, operational and financial pathways at Royal Marsden, enabling the validation and audit functions to be performed to the highest standard.
Lead System Development: You will take the lead in designing, implementing, and optimizing a new query management system. This includes evaluating current processes, defining clear objectives for improvement, and creating a centralized system for managing sponsor queries efficiently.
Process Improvement: You will identify and focus on key initiatives to improve efficiency, such as automating query routing and creating a self-service portal for sponsors. You'll also continuously improve the system through feedback analysis and by ensuring operational changes improve the accuracy of private care charging.
Job description
Job responsibilities
For further information please refer to the job description and personal specification
To lead and manage query management responsibility within Private Care to drive service improvements across the Billing and Credit departments.
To provide regular performance reports to senior management, reflecting the teams progress and achievements.
To develop and implement action plans in alignment with Trust policies to address Private Care billing and credit control activities, ensuring targets are met.
To assist in identifying areas for service improvements and promote a strong information culture by providing support to staff as needed, while serving as an ambassador for high-quality information within Private Care to effectively meet the service's needs to minimize the risk of future debt related to private patients.
To encourage effective communication and assist in sourcing the necessary information to address internal requests and queries within Private Care.
To collaborate closely with the Private Care Commercial, Operational, and Clinical teams, ensuring that data reporting is accurate, timely, and supports the operational and financial performance.
To maintain an in-depth understanding of the clinical, operational and financial pathways at Royal Marsden, enabling the validation and audit functions to be performed to the highest standard.
Lead System Development: You will take the lead in designing, implementing, and optimizing a new query management system. This includes evaluating current processes, defining clear objectives for improvement, and creating a centralized system for managing sponsor queries efficiently.
Process Improvement: You will identify and focus on key initiatives to improve efficiency, such as automating query routing and creating a self-service portal for sponsors. You'll also continuously improve the system through feedback analysis and by ensuring operational changes improve the accuracy of private care charging.
Person Specification
Education
Essential
- GCSEs in Mathematics and English Language
- A level or equivalent qualifications
- Post -graduate degree in Business administration, Patient Customer service, Operational management or related field or relevant experience
Desirable
- Professional Qualifications: Part-qualified or fully qualified CCAB, CIMA, CIPA or ACCA. NHS - specific finance training or certifications
Experience
Essential
- Demonstrable experience in customer service, analytical or operations roles, with demonstrable experience in a supervisory or managerial capacity
- Extensive experience in overseeing and optimizing query management processes. Working knowledge of solving queries related to private patient billing and credit control issues
- Demonstrate the ability to Design and implement efficient query resolution workflows and escalation procedures.
- Sector-Specific Experience. Public sector- NHS or Private Patient experience. Understanding of the Private Patients Financial framework within the NHS Trust
- Stakeholder Engagement. Demonstrate ability to communicate financial information clearly to nonfinancial managers. Experience working with clinical and operational manager to support financial decisionmaking
- Proficient in data analysis and reporting tools. Strong skills in Excel and finance systems ( Compucare, EPIC, SBS, Healthcode ).
- Project and Change Management: Experience in contributing to or managing financial aspects of projects, service transformation or cost improvement programs.
- Significant experience of working in the NHS or Private Health Care
- Demonstrate ability to communicate clearly process changes to both clinical and nonclinical managers to support system changes.
- Good interpersonal skills with ability to liaise effectively with multidisciplinary team members
Skills
Essential
- Ability to work on own initiative. Well organized: able to work effectively to tight deadlines and high standards. Able to manage time and prioritize conflicting demands.
- Advanced excel skills
- High level of numeracy and analytical skills. A pro -active problem -solving attitude
- Proven ability to work to strict deadlines, including ensuring that the resources of the team are used efficiently to meet all deadlines
- Demonstrate motivation, negotiation and persuasion skills
- Calm under pressure, whilst maintaining accuracy and attention to detail, with high level of analytical skills
- Ability to manage multiple priorities and work to tight deadlines. Effectively manage conflicting priorities
- Ability to work autonomously. Well organized - able to work effectively to tight deadlines and high standards. Able to manage time and prioritize conflicting demands
- Good interpersonal skills with ability to liaise effectively with multidisciplinary team members. Team player with collaboratively working style.
- Excellent attention to detail. Quickly and expertly identify and investigate inconsistencies in data
- Strong writing skills with ability to adapt style as appropriate to circumstances
- Keyboard skills and computer literacy (including knowledge of MS office packages)
- Experience in dealing with demanding customers.
Other
Essential
- Self-motivating and demonstrating initiative
Person Specification
Education
Essential
- GCSEs in Mathematics and English Language
- A level or equivalent qualifications
- Post -graduate degree in Business administration, Patient Customer service, Operational management or related field or relevant experience
Desirable
- Professional Qualifications: Part-qualified or fully qualified CCAB, CIMA, CIPA or ACCA. NHS - specific finance training or certifications
Experience
Essential
- Demonstrable experience in customer service, analytical or operations roles, with demonstrable experience in a supervisory or managerial capacity
- Extensive experience in overseeing and optimizing query management processes. Working knowledge of solving queries related to private patient billing and credit control issues
- Demonstrate the ability to Design and implement efficient query resolution workflows and escalation procedures.
- Sector-Specific Experience. Public sector- NHS or Private Patient experience. Understanding of the Private Patients Financial framework within the NHS Trust
- Stakeholder Engagement. Demonstrate ability to communicate financial information clearly to nonfinancial managers. Experience working with clinical and operational manager to support financial decisionmaking
- Proficient in data analysis and reporting tools. Strong skills in Excel and finance systems ( Compucare, EPIC, SBS, Healthcode ).
- Project and Change Management: Experience in contributing to or managing financial aspects of projects, service transformation or cost improvement programs.
- Significant experience of working in the NHS or Private Health Care
- Demonstrate ability to communicate clearly process changes to both clinical and nonclinical managers to support system changes.
- Good interpersonal skills with ability to liaise effectively with multidisciplinary team members
Skills
Essential
- Ability to work on own initiative. Well organized: able to work effectively to tight deadlines and high standards. Able to manage time and prioritize conflicting demands.
- Advanced excel skills
- High level of numeracy and analytical skills. A pro -active problem -solving attitude
- Proven ability to work to strict deadlines, including ensuring that the resources of the team are used efficiently to meet all deadlines
- Demonstrate motivation, negotiation and persuasion skills
- Calm under pressure, whilst maintaining accuracy and attention to detail, with high level of analytical skills
- Ability to manage multiple priorities and work to tight deadlines. Effectively manage conflicting priorities
- Ability to work autonomously. Well organized - able to work effectively to tight deadlines and high standards. Able to manage time and prioritize conflicting demands
- Good interpersonal skills with ability to liaise effectively with multidisciplinary team members. Team player with collaboratively working style.
- Excellent attention to detail. Quickly and expertly identify and investigate inconsistencies in data
- Strong writing skills with ability to adapt style as appropriate to circumstances
- Keyboard skills and computer literacy (including knowledge of MS office packages)
- Experience in dealing with demanding customers.
Other
Essential
- Self-motivating and demonstrating initiative
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.
