Private Maternity Admin Team Leader

This is an exciting opportunity to join the UCLH Private Healthcare team, based on the Fitzrovia Suite. We are seeking a self-motivated individual who is able to plan and organise their workload to deliver the highest level of service to patients and consultants within the Private Women's Health services at UCLH.

The Administration Team Leader will work as part of the Private Healthcare team, delivering the highest level of administrative service to both patients and clinical teams. The post holder will act as the first point of contact for patients accessing private maternity and women's health services and will ensure the highest standards of hospitality for all patients and visitors to the hospital. They will also be responsible for supervising the women's health administration team to ensure that daily workloads are effectively managed. The role will support the Service Manager's responsibility to ensure that the private women's health service runs smoothly for patients, consultant users, and other staff. The post holder will also be expected to be part of the reception rota. Please note, you will be required to participate in a rolling rota Monday to Saturday, 8am to 8pm.

Main duties of the job include:

• Undertaking all administrative functions of the private maternity and women's health patient pathway, such as ensuring appointments are correctly updated on the electronic health record system, coordinating consultant booking requests, arranging transport, and proactively organising supplementary services.
• Managing the billing process, ensuring that all patient invoices are processed accurately and in a timely manner, verifying funding arrangements, and liaising with private insurers and self-paying patients to ensure payments are received.
• Greeting all new patients, ensuring they receive a warm welcome, are escorted to their appointments, and are provided with the necessary information related to their care.
• Ensuring that patient contact information is up to date and that queries or concerns are addressed immediately.
• Liaising effectively with private consultants, patients, and their families, as well as providing support in resolving non-routine matters or addressing initial complaints.

To be successful in this role, you will need to demonstrate significant experience in providing excellent customer service to patients within a professional, can-do attitude.

Person specification

Knowledge and Qualifications:

• Expert knowledge of the full range of administrative procedures, acquired through degree or equivalent training and previous experience of working in an administrative environment.
• Knowledge and experience of information systems used for the storage and retrieval of sensitive personal information, such as hospital patient information systems.
• Awareness of the requirement to maintain confidentiality, and knowledge of the Data Protection Act.
• Knowledge of the private healthcare industry and customer service expectations.

Experience:

• Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise.
• Operational management within a management role.
• Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery.
• Previous NHS or private healthcare experience, or experience of working in a healthcare setting.
• Experience of supervising a team of staff.
• Previous experience of staff management including objective setting, appraisal, performance review and development.
• Experience of working in a private healthcare provider within the NHS.
• Experience of working with electronic billing and invoicing systems.

At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim, to recruit, retain and promote a diverse mix of people who are representative of our local communities. Applications are encouraged from candidates of all backgrounds, cultures, and perspectives to support our world class research, innovation and creativity.

This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application. Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly.