Job summary The post-holder is responsible for the identification of patients who are not entitled to NHS treatment and therefore are categorised as Overseas Visitors. He/she will conduct interviews in accordance with the Department of Health guidelines to establish whether or not patients are entitled to free NHS treatment and if necessary raise and collect charges as appropriate. The post holder will refer any complex cases where patients fall out of routine assessments to the Overseas Visitors Manager. Main duties of the job 1. To work with other staff, patients, relatives and other Government agencies to establish the entitlement to free NHS care of new patients, wherever possible prior to the patient's visit to hospital. This will require verbal and written communication with patients in order to establish entitlement. 2. To carry out stage one interviews as necessary and be responsible for stage two interviews directly with patients. The post-holder will need to respond sympathetically to the needs of the patient with respect to their clinical condition and it's severity but not let this sympathy get in the way of decision making. 3. To explain this the outcome of assessments to patients and explain the anticipated financial costs involved and consequences should they not be able to pay for their treatment. 4. To deal with ad-hoc queries from patients or relatives relating to the assessment of free NHS treatment entitlement. 5. To carry out promptly interviews to assess the eligibility of patients for NHS treatment and identify patients who should be charged. This will require the post holder to obtain clinical information and detailed, intricate and important documents 6. To ensure timely and accurate invoices are raised for treatment provided to overseas visitors. 7. To be collect payments by cash, cheque and card from overseas visitors as necessary, ensuring that receipts are issued in accordance with Trust policy. About us Developmentand staff wellbeing Your growthand personal happinessmattersto us.After all, we can't expect the best from you if we don't invest in your development and nurture your wellbeing.From the moment you join us, we're committed to fostering your professional and personal development within a supportive, empowering environment. Whether you're just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed.We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation. To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities. We also take every opportunity to thank and recognise the work our teams do, through weekly 'shoutouts' and patient feedback, monthly and annual awards. Wherever you work across our organisation, we look forward to welcoming you. Date posted 12 March 2025 Pay scheme Agenda for change Band Band 5 Salary £34,521 to £41,956 a year pa pro-rata incl HCAS (outer) Contract Permanent Working pattern Full-time Reference number 396-NN-7017873-A&C-Y Job locations Kingston Hospital Galsworthy Road Kingston Upon Thames KT2 7QB Job description Job responsibilities To ensure that the details of all new overseas visitors are correctly recorded on trust and local systems. To ensure all data and documentation in relation to overseas visitors is up to date and safeguarded in accordance with Trust policies. To record all charges received from departments relating to overseas patients' services and enter on to the DWP Portal system. To deputise as necessary for the Overseas Visitor Manager in his/her absence. To plan and prioritise work in conjunction with the other members of the team, dependent upon changing circumstances during each day. To work with and manage relations with clinicians and other staff with regard to the identification of overseas visitors. To demonstrate judgement skills when dealing with urgent issues with reference to escalation processes within the finance department. To ensure that the Overseas Visitors Policy is adhered to and any non-compliance issues in respect of routes of admission are raised to the Overseas Visitors Manager and the appropriate divisional manager. To train Trust staff in the application of this policy and if appropriate update training resources and disseminate to staff. To ensure staff are aware of departmental procedures and Standing Financial Instructions in all matters relating to overseas visitors. Identify own training and development needs and undertake appropriate training/education as required. Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed. 23. To attend all statutory and mandatory training as and when required to do so. Act responsibly in respect of colleague's health, safety and welfare following safe work practices and complying with the Trust's Health and Safety Policies. Adhere to all Trust Policies as applicable. This job description is not intended to limit the scope and extent of the job to be undertaken and will be subject to review and alteration as necessary, following discussion with the post holder. Job description Job responsibilities To ensure that the details of all new overseas visitors are correctly recorded on trust and local systems. To ensure all data and documentation in relation to overseas visitors is up to date and safeguarded in accordance with Trust policies. To record all charges received from departments relating to overseas patients' services and enter on to the DWP Portal system. To deputise as necessary for the Overseas Visitor Manager in his/her absence. To plan and prioritise work in conjunction with the other members of the team, dependent upon changing circumstances during each day. To work with and manage relations with clinicians and other staff with regard to the identification of overseas visitors. To demonstrate judgement skills when dealing with urgent issues with reference to escalation processes within the finance department. To ensure that the Overseas Visitors Policy is adhered to and any non-compliance issues in respect of routes of admission are raised to the Overseas Visitors Manager and the appropriate divisional manager. To train Trust staff in the application of this policy and if appropriate update training resources and disseminate to staff. To ensure staff are aware of departmental procedures and Standing Financial Instructions in all matters relating to overseas visitors. Identify own training and development needs and undertake appropriate training/education as required. Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed. 23. To attend all statutory and mandatory training as and when required to do so. Act responsibly in respect of colleague's health, safety and welfare following safe work practices and complying with the Trust's Health and Safety Policies. Adhere to all Trust Policies as applicable. This job description is not intended to limit the scope and extent of the job to be undertaken and will be subject to review and alteration as necessary, following discussion with the post holder. Person Specification Shortlisting Criteria Essential Ability to learn new skills Able to work with minimal supervision Skills Essential Excellent communication & interpersonal skills, ability to communicate effectively within potentially antagonistic and highly emotive situations. Negotiation skills. Good knowledge of hospital policies and procedures, and of relevant government legislation relating to overseas visitors information systems Desirable Training skills, i.e. delivery of appropriate training to frontline staff Experience Essential Minimum 1 year working in a front line customer services environment Person Specification Shortlisting Criteria Essential Ability to learn new skills Able to work with minimal supervision Skills Essential Excellent communication & interpersonal skills, ability to communicate effectively within potentially antagonistic and highly emotive situations. Negotiation skills. Good knowledge of hospital policies and procedures, and of relevant government legislation relating to overseas visitors information systems Desirable Training skills, i.e. delivery of appropriate training to frontline staff Experience Essential Minimum 1 year working in a front line customer services environment 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 Kingston and Richmond NHS Foundation Trust Address Kingston Hospital Galsworthy Road Kingston Upon Thames KT2 7QB Employer's website https://www.kingstonandrichmond.nhs.uk/ (Opens in a new tab)