Job summary
The Overseas coordinator has responsibility for (with support of Trust staff) identifying patients who may not be entitled to NHS treatment free at source. Courteously and efficiently receive all telephone enquiries in line with the Trust's Service Standards from patients and external agencies in accordance with data protection and patient confidentiality requirements in relation to hospital admissions, appointments and general enquiries, ensuring that accurate records, both manual and electronic, are maintained and appropriate action is taken in a timely manner. This post will cover all Trust Sites and will require cross site working The post holder will be required to attend regular meetings with Line Manager to review data and reports . To be attentive, sympathetic and able to investigate and resolve issues relating to overseas visitors. There may be exposure to distressing, emotional and on occasion traumatic circumstances the patient (or relative) may find themselves in. To identify issues with activity data capture and recording, and be responsible for developing service improvement policies and action plans to resolve these, to ensure the Trust is able to recover all overseas income that is appropriate.
Main duties of the job
The post holder will work in conjunction with the Overseas Visitors & Private Healthcare Team liaising with individual hospital departments to identify non-NHS patients/overseas visitors receiving treatment by the Trust. Interview and assess overseas visitors' eligibility on behalf of the Trust in order to substantiate the validity of the patient's claim for entitlement to NHS treatment free at source. Keep up to date with, understand, interpret, and apply the Department of Health regulations on Overseas Visitors. Liaise with internal and external referrers and staff groups to deliver training and guidance in relation to Overseas Charging regulations. Represent the service and therefore the Trust at regional and national meetings. Help implement new regulations within the department and on behalf of the trust. Manage and record, income and activity pertaining to Private, Overseas and NHS chargeable patients in a timely and efficient manner. Ensure Private and International patients, Health Tourists and refused Asylum Seekers receive appropriate information re costs and are interviewed to establish their status where appropriate. Raise Notification of Debt forms to meet the relevant Trust's targets. To support the provision of an efficient and effective administration and clerical service within the Overseas and Private Health Team including verbal and written communication, welcoming patients as required, answering telephone, taking payment, giving receipts.
About us
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.
Job description
Job responsibilities
To effectively receive and process complex, sensitive and on occasions contentious information, e.g. visa information, refugee status or asylum information and communicate effectively with all colleagues Trust wide, including Directorate Managers, Clinical Directors, Matrons and medical staff regarding all developments relating to overseas visitors
Exchange information verbally, electronically and in writing with:
- Patients, visitors and staff including the wider multi-disciplinary teams.
- Wards and departments
- Medical Secretaries
- External organizations i.e. GP Surgeries / Other NHS Trusts / UKBA & insurers
- Dealing with sensitive / complex information
- Acknowledge and accommodate barriers to communication and understanding including speech, hearing, language and emotion.
- Deal with telephone enquiries, and either resolve the enquiry directly or ensure the efficient transfer to appropriate person, to ensure prompt and efficient action
- Liaise with medical staff to discern whether proposed treatment is necessary or whether it can wait until the patient returns to their home country. Where treatment is deemed necessary to have the appropriate paperwork completed by the medical staff
- To use tact and diplomacy when addressing issues of a sensitive nature
- To be sympathetic/empathetic to both staff and patients / carers as and when required and to be able to offer reassurance and support as necessary
- To be able to pass on information to people who may have communication problems, i.e. where English is not their first language.
- To be able to communicate when in a hostile / antagonistic atmosphere, i.e. language barriers, hearing impaired difficulties and staffing and patient / carer issues.
- To be able to break down barriers in communication when dealing with patients/carers patient complaints and sensitive issues.
- Should be able to communicate effectively with members of staff at all levels as well as patients, relatives, GPs and other healthcare professionals.
- Working as part of the Overseas & Private Patient Team and when appropriate on issues such as providing information for audit committee, or Freedom of Information enquires
- Communication cascade
- Liaise with other specialties re entitlement to NHS treatment free at source.
- To act as a point of contact for the Consultant and his/her Team to support them in communications with all groups or individuals involved in the service.
- On behalf of the Trust attend Overseas Visitors Advisory Group Meetings as required
- Provide Training both to Trust staff and wider NHS networks as required
Job description
Job responsibilities
To effectively receive and process complex, sensitive and on occasions contentious information, e.g. visa information, refugee status or asylum information and communicate effectively with all colleagues Trust wide, including Directorate Managers, Clinical Directors, Matrons and medical staff regarding all developments relating to overseas visitors
Exchange information verbally, electronically and in writing with:
- Patients, visitors and staff including the wider multi-disciplinary teams.
- Wards and departments
- Medical Secretaries
- External organizations i.e. GP Surgeries / Other NHS Trusts / UKBA & insurers
- Dealing with sensitive / complex information
- Acknowledge and accommodate barriers to communication and understanding including speech, hearing, language and emotion.
- Deal with telephone enquiries, and either resolve the enquiry directly or ensure the efficient transfer to appropriate person, to ensure prompt and efficient action
- Liaise with medical staff to discern whether proposed treatment is necessary or whether it can wait until the patient returns to their home country. Where treatment is deemed necessary to have the appropriate paperwork completed by the medical staff
- To use tact and diplomacy when addressing issues of a sensitive nature
- To be sympathetic/empathetic to both staff and patients / carers as and when required and to be able to offer reassurance and support as necessary
- To be able to pass on information to people who may have communication problems, i.e. where English is not their first language.
- To be able to communicate when in a hostile / antagonistic atmosphere, i.e. language barriers, hearing impaired difficulties and staffing and patient / carer issues.
- To be able to break down barriers in communication when dealing with patients/carers patient complaints and sensitive issues.
- Should be able to communicate effectively with members of staff at all levels as well as patients, relatives, GPs and other healthcare professionals.
- Working as part of the Overseas & Private Patient Team and when appropriate on issues such as providing information for audit committee, or Freedom of Information enquires
- Communication cascade
- Liaise with other specialties re entitlement to NHS treatment free at source.
- To act as a point of contact for the Consultant and his/her Team to support them in communications with all groups or individuals involved in the service.
- On behalf of the Trust attend Overseas Visitors Advisory Group Meetings as required
- Provide Training both to Trust staff and wider NHS networks as required
Person Specification
Qualifications
Essential
- o NVQ L3 or equivalent relevant qualification or significant experience in a similar role
- Minimum of 4 GCSEs grade A-C or equivalent to include English Language
Person Specification
Qualifications
Essential
- o NVQ L3 or equivalent relevant qualification or significant experience in a similar role
- Minimum of 4 GCSEs grade A-C or equivalent to include English Language
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).
