Private Care Coordinator - Sutton or Chelsea based

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 in Chelsea or 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.

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.

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.

For further information please refer to the job description and personal specification:

• 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, dealing with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
• Coordinate the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information.
• 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.
• 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.
• 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.
• Ensure all aspects of their roles and responsibilities are carried out in line with the division’s standard operating procedures and Trust-wide policies.

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.