Job summary
Saint Mary's at Wythenshawe Hospital are looking to recruit a Coordinator for the Overseas Visitors and Chargeable Patients Service.
You will be responsible for identifying patients who may not be entitled to NHS treatment free at source and ensuring that patients are given the correct information regarding the cost of their treatment.
The post covers all services within Saint Marys Managed Clinic Service and you will regularly communicate with patients, trust staff and external stakeholders through regular email and letter writing, face to face, via telephone and video calls, and therefore excellent written and verbal communication skills are fundamental to the succeed in this role.
High levels of organisation and a keen eye for detail are essential as you will be responsible for managing your own case load and maintaining accurate records. You will access IT systems including Hive and MS office applications and must therefore have good standards of IT literacy.
There may be exposure to distressing, emotional situations and whilst you will be supported by the wider team, you will need high levels of resilience a to investigate and solve problems with empathy and a non-judgemental approach. The post holders must be flexible as there is a expectation to cover work load across the Managed Clinical Service and there will be occasional travel to other sites within MFT for training and centralised meetings.
Main duties of the job
To understand and comply with the Department of Health Overseas Hospital Charging Regulations.
The role involves the assessment of patients and their relatives to establish entitlement to NHS funded care or liable for the costs accrued for accessing care.
The role includes, interviewing patients, gathering copies of documents required to assess entitlement, running reports and maintaining local records in line with National Policy.
You will be responsible for raising invoices, responding to queries and complaints through email, face to face, letters and phone calls. You will liaise with trust staff and external bodies including the home office and the immigration service to assist in identifying patients overseas status and NHS eligibility.
The post holder will meet regularly with their line manager to discuss cases, review and action reports based on evidence available. With support from your Line manager and the wider team, you will develop and maintain your knowledge around the charging regulations.
About us
MFT is one of the largest NHS Trust In England with a turnover of over £3bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Qualifications
Essential
- Good level of education or equivalent experience
Desirable
- Conflict resolution training Information technology qualification
- Evidence of continuing professional development within existing role
- Minimum of 2 years administration experience
Knowledge and Experience
Essential
- Previous Customer Service Experience and professional call handling
- Use of databases and ability to demonstrate advanced use of software programmes such as Outlook, Excel, Word
- Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues
- Experience of working with a diverse population and all age groups
- Conflict and Resolution skills
- Experience of compliance and adhering to Organisational Policies and procedures
- Experience of professional call handling
Desirable
- Previous experience of working within the NHS or other healthcare environment.
- Understanding of Equality and Diversity and equal opportunities legislation including but not limited to The Disability Discrimination Act, Race Relations Amendment Act and Sex Discrimination Act
- Previous experience of working within the NHS or other healthcare environment.
- Immigration rules
- Safeguarding children/adults
- Working knowledge of clinical and service issues
- Working knowledge of the NHs Overseas Visitor Charging Regulations/Immigration Law
- Understanding of the NHS and its partner organisations
- Experience of dealing with highly charged and emotional situations that involve patients, relatives, carers and the public
Skills and Attributes
Essential
- Excellent customer care skills
- Good organisational and time management skills, able to work independently and as part of a team
- Excellent written and verbal communication skills
- Time management and working to deadlines
- Problem solving
- Attention to detail
Person Specification
Qualifications
Essential
- Good level of education or equivalent experience
Desirable
- Conflict resolution training Information technology qualification
- Evidence of continuing professional development within existing role
- Minimum of 2 years administration experience
Knowledge and Experience
Essential
- Previous Customer Service Experience and professional call handling
- Use of databases and ability to demonstrate advanced use of software programmes such as Outlook, Excel, Word
- Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues
- Experience of working with a diverse population and all age groups
- Conflict and Resolution skills
- Experience of compliance and adhering to Organisational Policies and procedures
- Experience of professional call handling
Desirable
- Previous experience of working within the NHS or other healthcare environment.
- Understanding of Equality and Diversity and equal opportunities legislation including but not limited to The Disability Discrimination Act, Race Relations Amendment Act and Sex Discrimination Act
- Previous experience of working within the NHS or other healthcare environment.
- Immigration rules
- Safeguarding children/adults
- Working knowledge of clinical and service issues
- Working knowledge of the NHs Overseas Visitor Charging Regulations/Immigration Law
- Understanding of the NHS and its partner organisations
- Experience of dealing with highly charged and emotional situations that involve patients, relatives, carers and the public
Skills and Attributes
Essential
- Excellent customer care skills
- Good organisational and time management skills, able to work independently and as part of a team
- Excellent written and verbal communication skills
- Time management and working to deadlines
- Problem solving
- Attention to detail
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.
