Job summary
We are looking for a highly organised, detail-oriented, and proactive professional to join the Royal Marsden Hospital Foundation Trust as part of our Private Care Coding & Data Quality team. The successful candidate will be responsible for ensuring the accurate, efficient, and timely management of billing and credit control queries related to private care work, supporting both internal teams and external partners.
The Service Improvement manager's role also involves ensuring accurate and compliant Embassy billing, analysing outstanding debts, developing recovery strategies, and improving the self-pay pathway for patients. In addition, the post holder will lead, motivate, and develop staff through effective recruitment, training, and performance management while ensuring compliance with Trust policies on health, safety, equality, and conduct. They will maintain up-to-date professional knowledge, champion Private Care service standards, and foster strong relationships across the Trust to support its mission, values, and objectives, undertaking other duties as required.
Main duties of the job
The post holder is responsible for the collation, documentation, maintenance and implementation of procedural changes required to address and resolve queries generated by patients, billing and credit control teams and from internal supporting systems and establish standard operating procedures in order to maximise income and cash flow for all sponsors, including Embassies, while minimising bad debt to the Trust.
To effectively manage all service improvement staff and ensure close liaison with private patient accounts, billing, credit control, systems and coding, contracts, accounts and clinical departments teams to minimise the risk of future debt regarding private patients.
Also responsible for the accurate, efficient, effective and timely billing of Consolidated Billing to an embassy client which requires close coordination of activity with the Embassy Credit control, Consultant billing and International teams.
Whilst not having direct line management for those involved in the activity conducted by Billing and Credit Control teams, the Service Improvement Manager is to liaise with both the Billing and Credit Control Managers and their teams as necessary to train, advise and assist them to ensure the provision of accurate and effective quality services.
The post holder will also assist the Billing and Credit Control Managers with quality improvement projects and in these areas.
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 manage team leaders and their teams of Billing Officers who are responsible and accountable for the delivery of service improvements across the Billing and Credit teams within Private Care.
To provide weekly reports to management which reflect the performance of the team.
To provide action plans as required, in line with Trust policies, and pertinent to private care billing and credit control departmental activity and targets.
To ensure the establishment and maintenance of good relationships and communication throughout the Directorate, and with the wider Trust, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
The post holder is responsible for ensuring the accurate, efficient, effective and timely response to internal and external billing and credit control queries arising from private care work undertaken at the Royal Marsden Hospital Foundation Trust.
The post holder will manage process to deliver service improvements across Billing and Credit teams within Private Care, ensuring accurate, efficient, and timely billing services for all sponsors, hospital, and consultant fees. They will provide regular performance reports, implement and monitor compliance with Standard Operating Procedures, and define key performance indicators to support financial and operational excellence. Working collaboratively with colleagues across billing, credit control, and clinical departments, they will address queries, manage Healthcode exception activity, and resolve complaints to enhance service quality.
Job description
Job responsibilities
For further information please refer to the job description and personal specification
To manage team leaders and their teams of Billing Officers who are responsible and accountable for the delivery of service improvements across the Billing and Credit teams within Private Care.
To provide weekly reports to management which reflect the performance of the team.
To provide action plans as required, in line with Trust policies, and pertinent to private care billing and credit control departmental activity and targets.
To ensure the establishment and maintenance of good relationships and communication throughout the Directorate, and with the wider Trust, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
The post holder is responsible for ensuring the accurate, efficient, effective and timely response to internal and external billing and credit control queries arising from private care work undertaken at the Royal Marsden Hospital Foundation Trust.
The post holder will manage process to deliver service improvements across Billing and Credit teams within Private Care, ensuring accurate, efficient, and timely billing services for all sponsors, hospital, and consultant fees. They will provide regular performance reports, implement and monitor compliance with Standard Operating Procedures, and define key performance indicators to support financial and operational excellence. Working collaboratively with colleagues across billing, credit control, and clinical departments, they will address queries, manage Healthcode exception activity, and resolve complaints to enhance service quality.
Person Specification
Education/Qualifications
Essential
- Degree and/or an appropriate professional qualification or equivalent
- Track record of continuous professional and management development
- Billing or credit management experience
Desirable
- Masters level qualification or equivalent specialist knowledge acquired by experience.
Experience
Essential
- Operational management experience within the NHS or Private Healthcare
- Proven experience analysing and interpreting performance data
- Proven experience in service improvement and development
- Proven experience of staff leadership and management
- Working without close supervision
- Proven ability to work to strict deadlines, including ensuring that the resources of the team are used efficiently to meet all deadlines
- Knowledge of business and strategic planning
Desirable
- Proven experience in effective management of budgets
- Proven experience in service improvement and development
Knowledge
Essential
- Keyboard skills and computer literacy (including knowledge of MS office packages)
Desirable
- Knowledge of business and strategic planning
Skills Abilities
Essential
- Commitment to high levels of customer service
- Leadership & influencing skills
- Presentation and communication skills
- Self-motivated with a proactive approach to problem solving
- Ability to analyse and interpret data and statistics e.g. activity trends, financial data
- Ability to work pro-actively and co-operatively with senior management and clinical and admin staff
- Experience of managing complaints resolution including receiving, investigating and responding formally to complaints
Person Specification
Education/Qualifications
Essential
- Degree and/or an appropriate professional qualification or equivalent
- Track record of continuous professional and management development
- Billing or credit management experience
Desirable
- Masters level qualification or equivalent specialist knowledge acquired by experience.
Experience
Essential
- Operational management experience within the NHS or Private Healthcare
- Proven experience analysing and interpreting performance data
- Proven experience in service improvement and development
- Proven experience of staff leadership and management
- Working without close supervision
- Proven ability to work to strict deadlines, including ensuring that the resources of the team are used efficiently to meet all deadlines
- Knowledge of business and strategic planning
Desirable
- Proven experience in effective management of budgets
- Proven experience in service improvement and development
Knowledge
Essential
- Keyboard skills and computer literacy (including knowledge of MS office packages)
Desirable
- Knowledge of business and strategic planning
Skills Abilities
Essential
- Commitment to high levels of customer service
- Leadership & influencing skills
- Presentation and communication skills
- Self-motivated with a proactive approach to problem solving
- Ability to analyse and interpret data and statistics e.g. activity trends, financial data
- Ability to work pro-actively and co-operatively with senior management and clinical and admin staff
- Experience of managing complaints resolution including receiving, investigating and responding formally to complaints
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.
