Nottingham University Hospitals NHS Trusts

Private Patients Team Leader

This job is now closed

Job summary

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 Unit and supervision of the Private Patient Administrators. This will also include supporting the Service Manager to develop the Private Patients Unit.

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, includingevenings and Saturdays.

Main duties of the job

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.

About us

With over 17,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Date posted

30 June 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

164- 5412114

Job locations

Nottingham Treatment Centre

Lister Road

Nottingham

NG7 2FT

Job description

Job responsibilities

Please refer to the job description and person specification attached to the advert for the full details.

Responsible for ensuring that accurate work is completed in a timely manner

To work closely with the Service Manager to ensure consistency, peer support & absence cover arrangements are in place

To assist as appropriate on any projects

To train, supervise & support new team members

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 callers 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.