NHS AfC: Band 3
Main area: Overseas visitors and chargeable patients Service/Maternity
Grade: NHS AfC: Band 3
Contract: Permanent
Hours:
* Full time
* Part time
37.5 hours per week (1 post 37.5hrs ORC and 1 post 30hrs WYT)
Job ref: 349-SMH-6763278
Site: Saint Marys ORC and Saint Marys Wythenshawe Town Manchester
Salary: £24,071 - £25,674 per annum, pro rata
Salary period: Yearly
Closing: 26/02/2025 23:59
Job Overview
1 x 37.5hrs per week at Oxford Road Campus (Monday to Friday)
1 x 30hrs per week at Wythenshawe Hospital (Monday-Friday pattern TBC)
Saint Mary Hospital is looking to recruit two Coordinators 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. Therefore, excellent written and verbal communication skills are fundamental to 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 to investigate and solve problems with empathy and a non-judgemental approach. The post holders must be flexible as there is an expectation to cover workload across the Managed Clinical Service.
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.
Working for Our Organisation
MFT is one of the largest NHS Trusts in England with a turnover of £2.8bn & 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.
Detailed Job Description And Main Responsibilities
To find out more about the key responsibilities and the specific skills and experience you’ll need, take a look at the Job Description & Person Specification attachments under the ‘Supporting Documents’ heading. So that you’re even more equipped to make an informed decision to apply to us, you’ll 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 you’ll need to be aware of before you submit an application form.
Person Specification
Education
Essential criteria:
* Good level of education or equivalent experience
Desirable criteria:
* Conflict resolution training
* Information technology qualification
* Evidence of continuing professional development within existing role.
Knowledge and Experience
Essential criteria:
* Previous Customer Service Experience and professional call handling
* Use of databases and ability to demonstrate advanced use of software programmes such as Outlook/Excel/Access/PowerPoint/Word
* Experience of working in a challenging environment
* Experience of working with a diverse population and all age groups
* Conflict and Resolution skills
* Compliance and adherence to policies and procedures
* Team Working
Desirable criteria:
* Previous experience of working within the NHS or other healthcare environment.
* Experience of dealing with highly charged and emotional situations that involve patients, relatives, carers, and the public.
Skills and Attributes
Essential criteria:
* Excellent customer care skills
* Good organisational and time management skills, able to work independently and as part of a team
* To communicate clearly and politely
* Time management and working to deadlines
* Problem solving
* Attention to detail
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to Download
* Overseas Visitor Coordinator (PDF, 416.6KB)
* Functional Requirements (PDF, 920.2KB)
* Candidate Essential Guide Non Medical (PDF, 1.3MB)
Apply online now
Further Details / Informal Visits Contact
Name: Sarah Donnelly
Job title: Operational Manager
Email address: sarah.donnelly@mft.nhs.uk
Telephone number: 01612766312
Additional information: Lucy Miller
Telephone: 0161 291 5538
Email: Lucy.Miller2@mft.nhs.uk
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