Job overview
This is an exciting opportunity to join our growing and successful Private Care Division within Europe’s largest cancer centre and to provide the highest standards of support to our patients.
This position provides a vital role in ensuring the financial pathway for private patients is effectively managed, from patient registration to guaranteeing funding for a range of medical and surgical treatment and inpatient admissions. Also assisting with the day to day management of requests for transfers between Private and NHS care for both new and existing patients and provide a primary point of contact for day-to-day management of requests for Additional Private Care (known as ‘co-payment) to ensure accurate and timely cost information is provided and funding secured.
It is a customer-facing role based at Sutton operating across core hours between 0800-1800 Monday-Friday
The successful candidate will be a versatile, lateral thinker with an eye for detail and excellent customer service skills. They will put the patient first and be a confident communicator, comfortable in dealing with people at all levels in a polite, empathetic and professional manner. They will be customer-focussed, energetic, resilient, able to demonstrate initiative as well as prioritise a busy workload, and have a good understanding of the Private Care offer within the Royal Marsden NHS Foundation Trust structure
Interviews are scheduled to be held at RMH Sutton
Main duties of the job
The post holder will be required to work as part of the Private Care Accounts Team delivering the highest level of customer service to both patients and consultants. The Private Care Coordinator will manage the registration and administration process with a focus on minimising the risk of debt and work in accordance to the hospitals policies and procedures and all relevant legislation.
The Private Care Coordinator role is patient-facing, responsible for coordinating the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information. The post holder will assist with the day to day management of requests for Change of Status between Private and NHS care and ensure that accurate and timely cost information is provided for Additional Private Care and funding secured. The post holder will be required to be flexible and cross cover within the administration functions to support the service requirements in our other locations.
The post holder will be required to wear a uniform at all times and to maintain a professional and presentable manner and smart appearance.
Detailed job description and main responsibilities
1. To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
2. Welcome patients and their families in a friendly and calm manner; accurately registering their details.
3. Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
4. Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.
5. Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment.
6. Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times.
7. To ensure patients’ concerns and complaints are dealt with immediately and escalated appropriately.
8. To maintain composure and resilience under pressure.
9. To ensure the working environment and all patient areas are tidy and presentable to the highest standards.
Person specification
Qualifications/Training
Essential criteria
10. Good general education. Requires NVQ Level 4/diploma or equivalent relevant experience.
11. Good working knowledge of PC applications and computer literate.
12. Hold, or be willing to undertake further training and qualifications in Customer Care.
13. Evidence of continuing professional and personal development.
Experience
Essential criteria
14. 2 years front-facing customer services experience.
15. Experience of MS Excel and MS Word, including creating and using spreadsheets
16. Experience of effective team working
Desirable criteria
17. Previous admissions, accounts or similar role in a hospital environment
18. Effective budgetary management
Skills, Knowledge and Abilities
Essential criteria
19. Able to work with minimum supervision
20. Highly organised approach and ability to priorities own work to meet tight deadlines and targets
21. Flexible and able to work as part of a team to ensure that the team deadlines are met.
22. Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
23. Outstanding communication, presentation and interpersonal skills
Desirable criteria
24. Knowledge of current health care issues
The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.
As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.
Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment.
Flu Vaccination – What We Expect of our Staff
At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.
The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.
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