Job summary
The Royal Free Private Patients Unit is a fast paced, rapidly changing environment. PPU has increased its in-patient and theatre capacity as well as opened a second unit in High Barnet; Hadley Wood Hospital. The trust has increased PPU's financial target as a percentage of the overall trust's aggregate annual revenue; relevantly to PPU's increased capacity and extended footprint .
The post holder will be a member of the PPU Business Development, Sales and Marketing Team UK. Reporting to the PPU Enquiries and Sales Officer and accountable to the Business Development, Sales and Marketing Manager UK, the post holder will be a team member of the central PPU Enquiries and Sales Office's team.
The PPU Enquiries and Sales Office is responsible for the consistent successful, efficient, effective and accurate interception, logging, handling and booking of all incoming UK based and international enquiries and referrals received into the unit seeking advice, price quotations, treatments and services within our unit. Those leads are received via our marketing initiatives via all different mediums and platforms employed; digital and non digital marketing campaigns.
Main duties of the job
The Private Patients Unit is seeking a confident, customer-focused Private Sales and Enquiries Coordinator to handle all incoming private patient enquiries and convert them into confirmed bookings. You will be the first point of contact for patients, referrers and consultants' teams, managing enquiries across phone, email, website and online booking platforms, and ensuring all information is accurately recorded on Compucare and other clinical systems.
You will coordinate bookings across multiple services using systems such as Compucare, Cerner, EPR, IRRIS, CRIS, PACS and EDRM, working closely with clinical and administrative teams to ensure a smooth patient journey. The role also involves supporting finance processes by providing accurate quotations, confirming insurance authorisations and taking payments.
We are looking for someone with excellent communication and organisational skills, strong attention to detail, confidence discussing payment requirements and the ability to learn systems quickly. You will need to stay calm under pressure, handle occasional conflict professionally and provide outstanding customer service at all times. A positive, flexible and team-focused approach is essential, along with the ability to maintain confidentiality and manage competing priorities effectively.
About us
The Royal Free London NHS Foundation Trust is one of the UK's biggest and most innovative trusts. Across three main hospitals, our dedicatedarmy of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.
Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle.From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top
Therapy Services has a high profile within the Trust, being firmly committed to quality improvement, audit, service evaluation and improvement. We undertake yearly presentations of our achievements for the year; undertaking PDSA and QI projects to ensure we are delivering the most effective, safe and high quality service.
For more information please follow link https://www.royalfreelondonjobs.co.uk/
Job description
Job responsibilities
Please see the attached Job Description document which will provide a more detailed description of role and main responsibilities.
Job description
Job responsibilities
Please see the attached Job Description document which will provide a more detailed description of role and main responsibilities.
Person Specification
Royal Free World Class values
Essential
- Demonstrable ability to meet the Trust Values
Education & professional Qualifications
Essential
- Relevant degree or equivalent experience
- Strong working knowledge and professional proficiency in the use of; Outlook package - Power point, Excel, Microsoft Word as well as Access, email, Internet Cerner Compucare IRRIS CRIS PACS EPR EDRM
Desirable
- Courses / further study attended to demonstrate evidence of personal development e.g. certificate in medical terminology
Experience
Essential
- Experience in working in a front of house customer facing, sales driven call centre or sales teams in the private healthcare sector
- Experience and proven record of successful interaction and liaison with all levels of staff
- Understanding of the requirements regarding patient confidentiality
- Experience of managing and prioritising own workload, working to deadlines and working under pressure
- Experience in working within return on investment led sales oriented services/teams
- Substantial experience of dealing with the public
- Substantial experience in a customer service environment
- Understanding of best practice in customer service environments
Skills and personal qualities
Essential
- Excellent written and verbal communication skills
- An ability to support service development and improvement
- Highly numerate and Comfortable discussing payment requirements with payers
- Able to work under pressure to meet conflicting demands
- Attention to detail
- Excellent organisational skills with meticulous attention to detail
- Ability to take complex information and disseminate and cascade to staff and patients
- Effective communication and use of interpersonal skills with stakeholders at all levels, including ability to use tact, diplomacy and persuasiveness.
- Highly numerate and Comfortable discussing payment requirements with payers
- IT competent user of appropriate systems; Outlook package - Power point, Excel, Microsoft Word as well as Access, email, Internet Cerner Compucare IRRIS CRIS PACS EPR EDRM
- Excellent customer service skills
- Ability to deal with and manage conflict
- High level organisational skills and ability to manage workload
- Analytical ability for the production and interpretation of reports
- Team worker
- An ability to support service development and improvement
Personal Qualities & attributes
Essential
- Calm and positive disposition
- Able to use own initiative
- Self-motivated
- Ability to maintain confidentiality of sensitive information
- Able to work under pressure to meet conflicting demands
- Diplomatic
- Ability to work positively and effectively within a team
- Attention to detail
- Flexible (post holder will be required to work shifts
- Ability to communicate effectively with all levels and disciplines
Person Specification
Royal Free World Class values
Essential
- Demonstrable ability to meet the Trust Values
Education & professional Qualifications
Essential
- Relevant degree or equivalent experience
- Strong working knowledge and professional proficiency in the use of; Outlook package - Power point, Excel, Microsoft Word as well as Access, email, Internet Cerner Compucare IRRIS CRIS PACS EPR EDRM
Desirable
- Courses / further study attended to demonstrate evidence of personal development e.g. certificate in medical terminology
Experience
Essential
- Experience in working in a front of house customer facing, sales driven call centre or sales teams in the private healthcare sector
- Experience and proven record of successful interaction and liaison with all levels of staff
- Understanding of the requirements regarding patient confidentiality
- Experience of managing and prioritising own workload, working to deadlines and working under pressure
- Experience in working within return on investment led sales oriented services/teams
- Substantial experience of dealing with the public
- Substantial experience in a customer service environment
- Understanding of best practice in customer service environments
Skills and personal qualities
Essential
- Excellent written and verbal communication skills
- An ability to support service development and improvement
- Highly numerate and Comfortable discussing payment requirements with payers
- Able to work under pressure to meet conflicting demands
- Attention to detail
- Excellent organisational skills with meticulous attention to detail
- Ability to take complex information and disseminate and cascade to staff and patients
- Effective communication and use of interpersonal skills with stakeholders at all levels, including ability to use tact, diplomacy and persuasiveness.
- Highly numerate and Comfortable discussing payment requirements with payers
- IT competent user of appropriate systems; Outlook package - Power point, Excel, Microsoft Word as well as Access, email, Internet Cerner Compucare IRRIS CRIS PACS EPR EDRM
- Excellent customer service skills
- Ability to deal with and manage conflict
- High level organisational skills and ability to manage workload
- Analytical ability for the production and interpretation of reports
- Team worker
- An ability to support service development and improvement
Personal Qualities & attributes
Essential
- Calm and positive disposition
- Able to use own initiative
- Self-motivated
- Ability to maintain confidentiality of sensitive information
- Able to work under pressure to meet conflicting demands
- Diplomatic
- Ability to work positively and effectively within a team
- Attention to detail
- Flexible (post holder will be required to work shifts
- Ability to communicate effectively with all levels and disciplines
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).
