Private Patients Team Leader

An exciting opportunity has arisen for a Team Leader to support the Private Patient Team within the Ambulatory Care Division at the Nottingham NHS Treatment Centre.

We are looking for a highly motivated and enthusiastic individual to undertake a pivotal role in overseeing the smooth day-to-day running of the Private Patient department and support supervision in the absence of Service Manager.

The successful candidate will have excellent customer service skills and the ability to work well under pressure. They will also have excellent written and verbal communication skills, as well as excellent time management and organisational skills.

The role will involve flexible working hours to meet the demands of the service, including evenings and Saturdays., In addition to the summary below, you will need to familiarise yourself with the full Job Description and Person Specification documents attached to this advert.

As the Private Patient Team Leader you will provide a comprehensive administration service to ensure that all patients are treated in a professional and courteous manner. You will need to be adaptable, flexible, friendly, polite and caring.

You will have access to sensitive and confidential information and will therefore need to be able to maintain sensitivity and empathy while behaving in a professional manner. You will also have daily contact with staff at various levels and must be able to communicate at an appropriate level, conveying information clearly and accurately.

You will be completing data quality for the department and be a competent IT user with experience in the use of Microsoft Office packages., Responsible for ensuring that accurate work is completed in a timely manner

Provide support to the Service Manager and Private Patients Matron to ensure the smooth and effective running of the Private Patient Unit.

To assist as appropriate on any projects

To raise invoices where required for insurance companies and self-funded patients

To assist and support in the implementation on new processes within the department

To be involved in recruitment of staff and ensure inductions are carried out for new starters

Respond promptly to e-mails and calls from clinicians, staff or general public regarding any potential private enquires.

To ensure that all private patient enquiries are captured by maintaining a Customer Relationship Management (CRM) system as a priority. Follow-up enquiries with a courtesy call for any patients who do not convert into a booking and record the reason why.

Deal with telephone queries ensuring the caller’s needs are clearly established, accurate messages taken and passed on promptly. To ensure any follow-up actions are undertaken and the caller is kept updated of outcomes.

Maintain excellent customer relations with clinical staff, insurance companies, and NUH colleagues in dealing with private patients.

Liaise and advise all departments within the Trust with regard to Private Patient Legislation and internal policies and procedures.

Liaise with insurance companies to determine authorisation and level of cover for intended procedures.

Provide details of self-pay quotations, liaison with clinicians, nurses and the admin team to ensure all aspects of care are captured and provided to the finance team for billing purposes.

Ensure payment is received in advance of treatment for all self-pay patients and for any patients who fail to provide payment or insurer details, escalating to the Team Leader or Service Manager, where applicable.

Take payments from patients both in person and over the telephone, in line with the Private Patient Standing Operating Procedure (SOP).

To assist in the invoicing of private self-funding patients.

Chase unpaid invoices, passing these to the Trust debt collectors, as appropriate.

Ensure that all private patients are labelled accordingly on Medway PAS.

Run reports on Medway PAS as required, identifying all current patients listed as private.

Action reports of potential private patients provided from Data Quality. Provide low level analysis of these reports and action queries of the appropriate level.

Liaise with patients, other trusts, commissioners, insurance companies, as required.

Ensure that all documentation is filed and maintained in a manner compliant with confidentiality and audit requirements.

Keep all electronic files updated to ensure colleagues have the correct, up-to-date information at all times.

Use initiative and experience in medical terminology to ensure that accurate information is recorded on the IT system regarding patient information.

Ensure patient pathway processes are adhered to in accordance with Access Policy and SOPs.

Support the Service Manager in maintaining finance and data quality reports and data systems dealt with in a timely manner.

Ensure all clinic and patient cancellations are dealt with in a timely manner and are communicated both internally and externally to the relevant parties.

Communicate and work in partnership with all members of the administrative and clinical teams.

To ensure that information relating to current guidance and legislation is kept up-to-date.

Salary: The quoted salary will be on a pro rata basis for part time workers.

Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.

At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.

International Recruitment: If you are applying for a role with us from outside of the UK then please read the guidance on applying for a health or social care job in the UK from abroad.

ID and Right to work checks: NUH authenticate ID and right to work documentation including passports and driving licenses through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.

Consent:

• Transfer of information: If I have previous NHS service – I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.

• Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£42.90 for enhanced and £22.90 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.

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