This is an exciting opportunity to join our growing and successful Private Care Division within Europe’s largest cancer centre and to provide the highest standards of support to our patients.
This position provides a vital role in ensuring the financial pathway for private patients is effectively managed, from patient registration to guaranteeing funding for a range of medical and surgical treatment and inpatient admissions. This position is a customer-facing role based at Sutton working 37.5 hours per week operating across core hours between 0800-1800 Monday to Friday.
The successful candidate will be a versatile, lateral thinker with an eye for detail and excellent customer service skills. They will put the patient first and be a confident communicator, comfortable in dealing with people at all levels in a polite, empathetic and professional manner. They will be customer‑focussed, energetic, resilient, able to demonstrate initiative as well as prioritise a busy workload, and have a good understanding of the Private Care offer within the Royal Marsden NHS Foundation Trust structure
Interviews are scheduled to be held at RMH Sutton
Main duties of the job
- Put patients first – consider patients’ needs and wishes in all that they do
- Take pride in what they do – strive for highest standards in their own work and challenge colleagues to do the same.
- Strive to be the best – in terms of patient care and teamwork.
- Act with integrity – maintain the privacy and dignity of patients, work with integrity, be trustworthy and be accountable for own work
- Respect others – patients, visitors and colleagues. Actively give and receive feedback.
The post holder will be required to work as part of the Private Care Accounts Team delivering the highest level of customer service to both patients and consultants. The Private Care Coordinator will manage the registration and administration process with a focus on minimising the risk of debt and work in accordance to the hospitals policies and procedures and all relevant legislation.
Working for our organisation
The Royal Marsden NHS Foundation Trust is a world‑leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on‑going achievements.
Detailed job description and main responsibilities
For further information please refer to the job description and personal specification
- To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
- Welcome patients and their families in a friendly and calm manner; accurately registering their details.
- Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
- The Private Care Coordinator role is patient‑facing, responsible for coordinating the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information. The post holder will assist with the day to day management of requests for Change of Status between Private and NHS care and ensure that accurate and timely cost information is provided for Additional Private Care and funding secured.
- The post holder will be required to be flexible and cross cover within the administration functions to support the service requirements in our other locations.
- The post holder will ensure that all patient activity is appropriately recorded on the electronic patient record on the Private Care billing system and that funds/authorisation or guarantees have been secured prior to the commencement of all treatment.
- The post holder will work effectively as a team, working with colleagues and departments across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate. The Private Care Coordinator will ensure all aspects of their roles and responsibilities are carried out in line with the division’s standard operating procedures and Trust‑wide policies.
Person specification
Qualifications/Training
- Good general education. Requires NVQ Level 4/diploma or equivalent relevant experience.
- Good working knowledge of PC applications and computer literate.
- Hold, or be willing to undertake further training and qualifications in Customer Care
- Evidence of continuing professional and personal development.
Experience
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Experience of effective team working
- Previous admissions, accounts or similar role in a hospital environment
- Effective budgetary management
Skills, Knowledge and Abilities
- Able to work with minimum supervision
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Flexible and able to work as part of a team to ensure that the team deadlines are met.
- Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
- Outstanding communication, presentation and interpersonal skills
- Knowledge of current health care issues
Others
- Self motivated with a proactive approach to problem solving
- Ability to work under pressure and carry out duties with attention to detail
- Demonstrate ability to strive for excellence
The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.
As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.
Flu Vaccination – What We Expect of our Staff
At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.
The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient‑facing staff have an annual flu vaccination, provided free of charge by the Trust.
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