Overseas Visitors Administrator

Job description

Job responsibilities

Daily collection of the overseas paperwork from the Accident & Emergency (A&E) department.

To carry out checks on overseas paperwork received from A&E against the Patient Administration System and the Summary Care Record (SCR).

Review of patient data from daily reports, pulled from Trust reporting systems. Highlight any potential overseas visitor patients requiring investigation for review by the overseas team.

To be responsible for maintaining the overseas spreadsheet and updating the Patient Administration System ensuring accurate recording of data to secure the correct status/charging of all overseas patient activity.

After full training, the post holder will be required to have a good working knowledge of the Patient Administration System with a high level of data accuracy, amending inaccurate data where appropriate or following process to notify the responsible department to make the necessary changes.

To identify the when a PRC (Provisional Replacement Certificate, in the absence of a valid EHIC) is required and to be responsible for applying for PRCs by contacting the relevant Health Department in the responsible EEA member state. Communicate with the responsible Health Departments to secure payment of funds to the NHS under the cross-border healthcare agreements.

Undertake daily review of case decision dates requiring further action and prioritise accordingly.

Preparation of overseas patient packs and letters in accordance with SOP. Utilise keyboard (typing and/or data entry) skills to accurately produce Word/Excel documents.

To be responsible for the filing of all overseas paperwork as well as accurate scanning of completed case documentation.

After training and development, the post-holder will be able to extract charging information from Trust reports for insured European overseas visitor patients and check the charges against the patients record and the overseas spreadsheet. The confirmed charges and required information are to be posted accurately onto the NHS BSA (Business Services Authority) Online Portal to secure payment from the responsible EEA member state. Review and respond to all Portal posting return queries.

To receive and respond effectively to telephone enquiries, both internally and externally often where there may be severe barriers to understanding. This may involve dealing with distressed or aggressive patients/relatives and a calm approach is required in these circumstances.

Due to the nature of the service, the post holder will be expected to be adaptable to changing operational priorities and have the ability to switch task as and when necessary.

Have a detailed understanding of the principles of patient confidentiality and data protection. This is of prime importance where there may be severe barriers to communication and should be maintained at all times.

Selecting and photocopying of pertinent patient medical notes in response to access requests from either patients or insurance companies in accordance with GDPR.

Ensure that high standards of communication are adhered to both within the Trust and externally. (See Item 4 below)

After full training and development, the post-holder may be required to have face to face contact with patients which may include a basic level of patient eligibility interviewing.

Provide any other administrative support as required to meet the needs of the department.

The post holder will be responsible for attending mandatory and statutory training and any other training appropriate for their role and personal development.

Please refer to the Job description for further details

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent level of knowledge and experience

Knowledge & Experience

Essential

• Previous administration experience and knowledge of office procedures
• Excellent communication skills required where there may be severe barriers to understanding

Desirable

• Knowledge of Patient Administration System

Skills and Capabilities

Essential

• Computer skills, knowledge and understanding of a variety of systems including Microsoft Office, including Word & Excel
• Confident and professional telephone manner
• Able to work on own initiative and follow departmental standard operating procedures
• Ability to manage and prioritise workload and meet deadlines
• Able to work effectively under pressure and to adapt to operational requirements

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

Royal Surrey NHS Foundation Trust

Address

The Royal Surrey Hospital

Egerton Road

Guildford

GU2 7XX

Employer's website

https://www.royalsurrey.nhs.uk/ (Opens in a new tab)