Job summary
The role is to ensure that overseas visitors are assessed for eligibility for NHS treatment against the DHSC criteria. Where not eligible overseas visitors attending WWL including Wrightington Hospital, the Royal Albert Edward Infirmary, Leigh Infirmary, Boston House and Thomas Linacre Centre are charged appropriately for the services they receive. The post holder undertakes the core tasks involved and supports the development of plans, policies and process changes within this service.
Main duties of the job
- Conduct 1:1 interviews (either face-to-face, virtual or using translation services) with overseas visitors to analyse the situation and assess eligibility for free NHS treatment, securing the necessary documentary evidence and recording the key points discussed and conclusions reached.
- Assess patients against eligibility criteria and discuss complex cases with the Overseas Visitors/Private Patient Officer, Directorate Manager or other senior manager as appropriate e.g. Trust solicitor.
- Show appropriate sensitivity in dealing with patients and their relatives in difficult circumstances.
- Coordinate arrangements for billing overseas patients for diagnostic tests, procedures etc.
- In cases where immediate necessary treatment is declined, obtain written justification from the clinical staff concerned.
- Monitor patient episodes of care to ensure that invoices are raised regularly and reflect the overall care package.
- Ensure the timely collection of Undertaking to Pay forms
- Liaise with the UK Border Agency and Home Office regarding the residency status of patients.
- Support the Overseas Visitors/Private Patient Officer respond to responses to Freedom of Information requests and the development of Patient Information Leaflets.
- Use various IT systems as required and input required data accurately e.g. Oracle, Patient Centre, HIS, Healhcode, MESH, local overseas visitors spreadsheet.
- Plan own workload to ensure effective prioritisation
About us
Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that 'happy staff, makes for happy patients'. We have a recognised track record in staff engagement, and living our values 'the WWL Way'.
WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
At WWL we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.
Job description
Job responsibilities
- Have full knowledge and understanding of the complex DHSC Guidance on Implementing the Overseas Visitor Charging regulations
- Utilise the DHSC portal for advice and guidance as required
- Timely submission of overseas patient activity to the DWP Overseas patient portal (EHIP)
- To deputise for the Overseas Visitors/ Private Patient Officer on attendance at meetings including regional/national Overseas Manager Meetings and feedback to Trust representatives as requested by the Overseas Visitors/Private Patient Officer
- Deal with queries from clinical and corporate teams, as well as external agencies, over the phone, by email and in person in a calm and polite manner and in accordance with Trust policy.
- Maintenance of patient records and preparation of clinic/admission notes where necessary
- Maintain appropriate records for audit purposes
Job description
Job responsibilities
- Have full knowledge and understanding of the complex DHSC Guidance on Implementing the Overseas Visitor Charging regulations
- Utilise the DHSC portal for advice and guidance as required
- Timely submission of overseas patient activity to the DWP Overseas patient portal (EHIP)
- To deputise for the Overseas Visitors/ Private Patient Officer on attendance at meetings including regional/national Overseas Manager Meetings and feedback to Trust representatives as requested by the Overseas Visitors/Private Patient Officer
- Deal with queries from clinical and corporate teams, as well as external agencies, over the phone, by email and in person in a calm and polite manner and in accordance with Trust policy.
- Maintenance of patient records and preparation of clinic/admission notes where necessary
- Maintain appropriate records for audit purposes
Person Specification
Qualifications
Essential
- Good standard of general education to NVQ level 3 or equivalent
- GCSE Maths and English or equivalent
Experience
Essential
- Previous public facing/customer service experience
Desirable
- Previous patient facing experience
- Experience of effective communication when dealing with people/situations involving distressed or agitated individuals
Skills
Essential
- Good interpersonal skills
- Excellent communication skills
- Use of Microsoft Office
- Motivational and persuasive skills
- Effective time management and prioritisation skills
Desirable
- Tenacity and an enquiring approach
Knowledge
Essential
- Understanding of the basic functioning of the NHS
Desirable
- Knowledge of Overseas Visitor Charging Regulations
Additional
Essential
- Able to facilitate multi-site working
- Flexibility and adaptabiliy
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence Page 2 of 2 structures and vocabulary, and without hesitation
Person Specification
Qualifications
Essential
- Good standard of general education to NVQ level 3 or equivalent
- GCSE Maths and English or equivalent
Experience
Essential
- Previous public facing/customer service experience
Desirable
- Previous patient facing experience
- Experience of effective communication when dealing with people/situations involving distressed or agitated individuals
Skills
Essential
- Good interpersonal skills
- Excellent communication skills
- Use of Microsoft Office
- Motivational and persuasive skills
- Effective time management and prioritisation skills
Desirable
- Tenacity and an enquiring approach
Knowledge
Essential
- Understanding of the basic functioning of the NHS
Desirable
- Knowledge of Overseas Visitor Charging Regulations
Additional
Essential
- Able to facilitate multi-site working
- Flexibility and adaptabiliy
- Speak English to an appropriate standard relevant to their role, i.e. with confidence and accuracy, using correct sentence Page 2 of 2 structures and vocabulary, and without hesitation
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.
Employer details
Employer name
Wrightington Wigan & Leigh Teaching Hospitals NHS Foundation Trust
Address
Wrightington Hospital
Hall Lane
Wrightington
WN6 9EP
Employer's website
http://www.wwl.nhs.uk/ (Opens in a new tab)
