Job summary
This is an exciting opportunity to join the UCLH Private Healthcare team, based on the Fitzrovia Suite. We are seeking a self-motivated individual who is able to plan and organise their workload to deliver the highest level of service to patients and consultants within the Private Women's Health services at UCLH.
The Administration Team Leader will work as part of the Private Healthcare team, delivering the highest level of administrative service to both patients and clinical teams.
The post holder will act as the first point of contact for patients accessing private maternity and women's health services and will ensure the highest standards of hospitality for all patients and visitors to the hospital. They will also be responsible for supervising the women's health administration team to ensure that daily workloads are effectively managed.
The role will support the Service Manager's responsibility to ensure that the private women's health service runs smoothly for patients, consultant users, and other staff. The post holder will also be expected to be part of the reception rota. Please note, you will be required to participate in a rolling rota Monday to Saturday, 8am to 8pm.
Main duties of the job
This patient-facing role will undertake all administrative functions of the private maternity and women's health patient pathway, such as ensuring appointments are correctly updated on the electronic health record system, coordinating consultant booking requests, arranging transport, and proactively organising supplementary services.
The post holder will also have key responsibilities in managing the billing process, ensuring that all patient invoices are processed accurately and in a timely manner, verifying funding arrangements, and liaising with private insurers and self-paying patients to ensure payments are received.
You will greet all new patients, ensuring they receive a warm welcome, are escorted to their appointments, and are provided with the necessary information related to their care. You will ensure that patient contact information is up to date and that queries or concerns are addressed immediately. The role requires strong communication skills to liaise effectively with private consultants, patients, and their families, as well as the ability to provide support in resolving non-routine matters or addressing initial complaints.
To be successful in this role, you will need to demonstrate significant experience in providing excellent customer service to patients within a professional, can-do attitude.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust
*In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row.
UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person Specification
Knowledge and Qualifications
Essential
- Expert knowledge of the full range of administrative procedures, acquired through degree or equivalent training and previous experience of working in an administrative environment
- Knowledge and experience of information systems used for the storage and retrieval of sensitive personal information, such as hospital patient information systems.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- Knowledge of the private healthcare industry and customer service expectations.
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise.
- Operational management within a management role.
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery
- Previous NHS or private healthcare experience, or experience of working in a healthcare setting.
- Experience of supervising a team of staff.
- Previous experience of staff management including objective setting, appraisal, performance review and development.
Desirable
- Experience of working in a private healthcare provider within the NHS.
- Experience of working with electronic billing and invoicing systems.
Person Specification
Knowledge and Qualifications
Essential
- Expert knowledge of the full range of administrative procedures, acquired through degree or equivalent training and previous experience of working in an administrative environment
- Knowledge and experience of information systems used for the storage and retrieval of sensitive personal information, such as hospital patient information systems.
- Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
Desirable
- Knowledge of the private healthcare industry and customer service expectations.
Experience
Essential
- Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise.
- Operational management within a management role.
- Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery
- Previous NHS or private healthcare experience, or experience of working in a healthcare setting.
- Experience of supervising a team of staff.
- Previous experience of staff management including objective setting, appraisal, performance review and development.
Desirable
- Experience of working in a private healthcare provider within the NHS.
- Experience of working with electronic billing and invoicing systems.
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
University College London Hospitals NHS Foundation Trust
Address
Elizabeth Garrett Anderson Wing, University College London Hospital
25 Grafton Way
London
WC1E 6DB
Employer's website
https://www.uclh.nhs.uk (Opens in a new tab)
