Main area: Private Patients
Grade: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week (Monday to Friday and includes occasional Saturdays)
Job ref: 164-6543693
Employer: Nottingham University Hospitals NHS Trust
Employer type: NHS
Site: Nottingham Treatment Centre
Town: Nottingham
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 19/12/2024 23:59
Private Patients Team Leader
Band 4
Job overview
An exciting opportunity has arisen for a Team Leader to support the Private Patient Team within the Ambulatory Care Division at the Nottingham NHS Treatment Centre. We are looking for a highly motivated and enthusiastic individual to undertake a pivotal role in overseeing the smooth day-to-day running of the Private Patient department and support supervision in the absence of Service Manager.
The successful candidate will have excellent customer service skills and the ability to work well under pressure. They will also have excellent written and verbal communication skills, as well as excellent time management and organisational skills.
The role will involve flexible working hours to meet the demands of the service, including evenings and Saturdays.
Main duties of the job
In addition to the summary below, you will need to familiarise yourself with the full Job Description and Person Specification documents attached to this advert.
As the Private Patient Team Leader you will provide a comprehensive administration service to ensure that all patients are treated in a professional and courteous manner. You will need to be adaptable, flexible, friendly, polite and caring.
You will have access to sensitive and confidential information and will therefore need to maintain sensitivity and empathy while behaving in a professional manner. You will also have daily contact with staff at various levels and must be able to communicate at an appropriate level, conveying information clearly and accurately.
You will be completing data quality for the department and be a competent IT user with experience in the use of Microsoft Office packages.
Working for our organisation
With over 17,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation. Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!
Detailed job description and main responsibilities
* Responsible for ensuring that accurate work is completed in a timely manner
* Provide support to the Service Manager and Private Patients Matron to ensure the smooth and effective running of the Private Patient Unit.
* To assist as appropriate on any projects
* To raise invoices where required for insurance companies and self-funded patients
* To assist and support in the implementation on new processes within the department
* To be involved in recruitment of staff and ensure inductions are carried out for new starters
* Respond promptly to e-mails and calls from clinicians, staff or general public regarding any potential private enquires.
* To ensure that all private patient enquiries are captured by maintaining a Customer Relationship Management (CRM) system as a priority.
* Follow-up enquiries with a courtesy call for any patients who do not convert into a booking and record the reason why.
* Deal with telephone queries ensuring the caller’s needs are clearly established, accurate messages taken and passed on promptly.
* Maintain excellent customer relations with clinical staff, insurance companies, and NUH colleagues in dealing with private patients.
* Liaise and advise all departments within the Trust with regard to Private Patient Legislation and internal policies and procedures.
* Liaise with insurance companies to determine authorisation and level of cover for intended procedures.
* Provide details of self-pay quotations, liaising with clinicians, nurses and the admin team to ensure all aspects of care are captured and provided to the finance team for billing purposes.
* Ensure payment is received in advance of treatment for all self-pay patients.
* Take payments from patients both in person and over the telephone, in line with the Private Patient Standing Operating Procedure (SOP).
* To assist in the invoicing of private self-funding patients.
* Chase unpaid invoices, passing these to the Trust debt collectors, as appropriate.
* Ensure that all private patients are labelled accordingly on Medway PAS.
* Run reports on Medway PAS as required, identifying all current patients listed as private.
* Action reports of potential private patients provided from Data Quality.
* Provide low level analysis of these reports and action queries of the appropriate level.
* Liaise with patients, other trusts, commissioners, insurance companies, as required.
* Ensure that all documentation is filed and maintained in a manner compliant with confidentiality and audit requirements.
* Keep all electronic files updated to ensure colleagues have the correct, up-to-date information at all times.
* Use initiative and experience in medical terminology to ensure that accurate information is recorded on the IT system regarding patient information.
* Ensure patient pathway processes are adhered to in accordance with Access Policy and SOPs.
* Support the Service Manager in maintaining finance and data quality reports and data systems dealt with in a timely manner.
* Ensure all clinic and patient cancellations are dealt with in a timely manner and are communicated both internally and externally to the relevant parties.
* Communicate and work in partnership with all members of the administrative and clinical teams.
* To ensure that information relating to current guidance and legislation is kept up-to-date.
Person specification
Training & Qualification
* Minimum of 5 GCSE's or equivalent including Maths and English
* NVQ Level 3 or equivalent qualification by experience and knowledge
* ECDL or equivalent knowledge of computers
* Evidence of a commitment to continued learning
Experience
* Experience in working in office environment
* Experience of working with the general public
* Skilled in the use of Microsoft Office packages, including Word, Outlook and Excel
* Experience of managing own workload and decision making
* Experience of working in the NHS and internal PAS systems
* Experience of supervising a team
Comms & Relationship Skills
* Good communication skills and good command of written and spoken English
* Able to develop and maintain good working relationships with managers, Trust staff, patients and their relatives
* Confident and efficient manner
* Able to work relatively independently, but also as part of a team, promoting teamwork
* Discretion in communicating sensitive and confidential information
Analytical & Judgement Skills
* Ability to update, amend and analyse data captured on excel spreadsheets
* Analyse and interpret complex data and solve problems
* Make recommendations on potential operational problems that may prevent completion of a task within the required timescale
Planning and Organisation Skills
* Able to plan work for self, prioritising tasks efficiently
* Strong attention to detail
* Able to keep abreast of changes / developments in Trust policies and procedures to ensure continued compliance
* Demonstrate an ability to organise and supervise a busy team and workload
Physical Skills
* Able to move around the Hospital as required, hosting patients and liaising with different departments
* Able to move between campuses as required
Other Requirements
* Flexible working hours to meet the demand of the service
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