Private Patient Coordinator in Liverpool

The Private Patient Co-ordinator will provide a comprehensive administrative service to support Liverpool Heart and Chest Hospitals Private Patient Service including ward clerk duties.

The post holder is the main point of contact in the PPU for all queries relating to private patients and will coordinate all aspects of the private patient pathway.

The post-holder will be responsible for coordination of the private patient out-patient and in-patient service.

This is a dynamic and fast paced working environment, where information is obtained from multiple sources which require efficient and effective recording and management.

The role necessitates frequent liaison with senior managers, consultants and external stakeholders (medical insurance companies).

The post holder will need to be conversant with a wide variety of patients, senior medical consultants and the wider PPU team and be able to capture and record patient information and clinical treatment information as documented in our Standard Operating Procedures.

Main duties of the job

The post holder will be the first point of contact for our service users, and as such will be unit ambassadors, expected to conduct and present themselves in a professional and business-like manner at all times.

About us

As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision \'to be the best cardiothoracic integrated healthcare organisation\'.

We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine both in the hospital and out in the community.

We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortics.

Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and our encouragement of flexible working in a variety of forms.

Please visit our website - https://www.lhch.nhs.uk/

Please follow this link for a tour of our site - https://bit.ly/36ylsoq

Job responsibilities

Job Summary

The post holder will provide effective management of the out-patient clinic booking system ensuring efficient utilisation of clinic times and appointment slots.

The post holder will provide effective management of all administration relating to in-patients; including but not limited to booking beds to ensure an effective patient flow; recording and charging for additional services eg relatives meals.

Main Duties and Responsibilities

The post holder will be required to request and receive money from patients, in the form of currency or debit/credit card. The post holder must follow all agreed processes and Standing Financial Instructions with regards to cash handling at all times.

Liaising with medical secretaries and consultants to ensure the smooth running of the private out-patient and in-patient service

The post holder will liaise with consultants to book diagnostics as required through the EPR system

Working with the finance department ensuring all patients/insurance companies/third party payers are appropriately charged for private patient services.

Alongside the private patient manager; medical secretaries and finance ensure the correct insurance information such as policy numbers and authorisation codes are in place prior to treatment.

Alongside the private patient manager and finance colleagues the post holder will be expected to liaise with major private medical insurance companies and communicate clinical details regarding patients in order to obtain preauthorisation for ongoing diagnostics or clinical treatment

Provide an exemplary private patient customer care experience.

The post holder will be expected to be a focal point of reference for patients and their relatives and for a wide range of enquiries from within Private Practice, the Trust and externally resolving and answering enquiries in a timely manner.

Work closely with the nursing and senior clinical staff within Private Practice in respect of the patients appointments, admission, treatment plan and discharge.

The post holder will be responsible for clear, accurate and the timely reporting or escalation of any administrative issues connected with the patients appointments or admission/transfer into the Private Practice Unit.

The post holder will work alongside the Overseas and Private Patient Manager to actively develop administrative processes to improve the private patient experience.

The post holder will be expected to assist the patient and their families, visitors in any reasonable way, in order to make their contact and experience of our services a positive one.

The post holder is expected to have a sound working knowledge of PAS and EPR and other systems used by the Trust relevant to the role.

The post holder will be expected to provide training to administration/reception staff as required.

The post holder will manage the patient flow of the Private Patient Unit; new patient registrations, waiting list bookings, outpatient bookings, authorisations and any other core administrative function which is considered commensurate within the role.

The post holder will work with the Overseas and Private Patient Manager to ensure private patient performance targets are achieved.

Duties include but are not limited to:

Provide telephone answering service ensuring enquiries/information is directed to the appropriate staff. Answer door call bell, escort relative and orientate them to the ward and their relatives.

On admission to the Private Patient Unit ensure patient details are correct and enter onto PAS. Ensure all transfers and discharges are entered onto this system and complete daily ward return and admissions register and update the Patient flow system.

Telephone theatre/catheter laboratory to cross check patients operation list for that day is correct and complete cancellation audit when required.

Provide a robust filing system ensuring all case notes are neat and up to date.

Ensure all paper documents have been seen by nursing staff and signed by doctor before filing in case notes.

When required deliver urgent blood samples to laboratory and collect blood/blood products

Assist Nurse in Charge in completion of nursing allocation as needed.

Assist in staff training on PAS when required. Instruct staff on the process to follow for retrieval of case notes.

Ensure donations are delivered to cash office and receipt obtained.

Order stationary and other non-clinical supplies, ensuring adequate stock levels are maintained.

When directed to do so book ambulance transfers and liaise with receiving hospital re ETA.

Respect confidential information; comply with legal GDPR data protection requirements and uphold the principles of Caldicott and data protection.

Keep nurses station and documentation holders clean and tidy.

Complete audits within the EPR as needed.

Support the patient and family experience surveys.

Responsibility for Policy and Service Development

The post holder will be encouraged to feedback to the Private Patients Manager and IT systems Manager any issues or practical difficulties encountered as a result of carrying out their duties.

All post holders are actively encouraged to consider ways in which our services can be improved or developed for the benefit of enhancing both patient and Consultant experience and to optimise income via private practice back into the Trust.

Responsibility for Financial and Physical Resources

The post holder will need to be conscious of and uphold all the principles of Information Governance and Data Protection.

The post holder is expected to take pride in their working environment and to report immediately to Estates or to Operations Manager, IT Systems Manager, any fault or defect which could potentially cause harm to patients, disruption to the business or damage the reputation of the Private Practice Unit or the Trust.

The post holder will be required to check each patients financial cover for their planned admission or appointment and take appropriate action to ensure that access to treatment is not given without evidence for that cover being obtained.

The post holder will be expected to seek help from Finance or their manager to address any shortfall or uncertainty in the adequacy of that cover.

Responsibility for Leading and Managing

The post holder will not have any managerial responsibility for others but will be expected to work cohesively as part of a small team and collaboratively as part of the wider administration team which supports the Private Patient Unit.

Responsibility for Information Resources

An excellent and consistent standard of data quality is vital in this service.

The post holder will be expected to fully understand all the principles of Information Governance and as such take all necessary steps to ensure patient and financial information is kept completely confidential and within the requirements of the role and the business.

Communication

Gather information from various sources to ensure that the patient benefits from improved and speedier communication.

Policy & Service Development

Being aware of and adhering to administrative procedures and protocols relevant to the post.

Observing the provisions of and adhering to all Trust policies and procedures

Required to comment on, implement and adhere to secretarial / administrative procedures and protocols.

General

Attending team meetings where required

Maintaining confidentiality and abide by GDPR.

Being familiar with and following health and safety policy and procedures and to be aware of individual responsibilities under legislation, drawing any areas of potential risk to the attention of managers

Ensuring completion of timely PDR/Appraisal process with designated line manager

Being able to demonstrate Trust values and behaviours (outlined in staff handbook) at all times

Undertaking any other duties which are deemed appropriate to the band

The above indicates the main duties of the post which may be reviewed in the light of experience and development within the service. Any review will be undertaken in conjunction with the post holder.

Education and Training

To contribute to and agree a continuing Personal Development Plan.

To attend internal or external courses as agreed within the plan or ad hoc training and development as requested by management.

To attend on-going refresher training within their job role as legislation changes and upgrades to the PAS, EPR or other local systems are introduced.

Ensure mandatory training including Information Governance training is maintained within compliance date arranging time with line manager to complete when required.

Participate in departmental meetings and awareness sessions as and when required.

Employees are expected to develop their IT skills necessary to support the tasks included in their post. They will, therefore be required to undertake any necessary training to support this.

Person Specification

Qualifications

• G.C.S.E. English and Maths or equivalent
• NVQ Level 4 or above

Knowledge and Understanding

• Experience of reception work
• Experience of PAS and EPR
• Experience in Microsoft office
• Conversant with medical terminology
• Previous secretarial / office experience
• Supervision/ delegation of tasks
• Experience of effective managing/booking ward beds
• Experience of liaising with insurance companies
• Working in a team
• Maintaining confidentiality
• Experience of working in private healthcare
• Experience of coordinating private patient clinics
• Management of private patient clinics.

Skills & Abilities

• Excellent communication and interpersonal skills
• Ability to use initiative and problem solve, in a busy clinical environment.
• Flexible and adaptable to the changing needs of the service.
• Ability to prioritise
• Reliable and works to high standards
• Adaptable to change.
• Sensitive and caring
• Able to work on own initiative.
• Excellent organisational and time management skills
• Managing a busy workload and conflicting priorities.

Values & Behaviours

• Full all Trust Values and Behaviours

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 name

Liverpool Heart and Chest Hospital

Address

Liverpool Heart and Chest NHS Foundation Trust

Liverpool Heart and Chest NHS Foundation Trust