Guy's and St Thomas' NHS Foundation Trust

Senior Customer Care Administrator

This job is now closed

Job summary

This position will be based on the front reception and will be the second in command to the Customer Service Lead. The post holder will have a wide range of administrative responsibilities, providing a first point of contact for all patients, consultants and third parties, ensuring a first-class customer service is delivered in a professional, friendly, helpful, calm and efficient manner. The post holder is expected to competently carry out all relevant forms of administrative duties without direct supervision, monitoring and maintaining excellent standards of practice to facilitate the smooth running of the department in keeping with;

Vision and Values of the Private Patient Directorate.

Guys and St Thomas's NHS Foundation Trust Policies and Protocols
Core Behaviours of Our Staff

As part of the Private Patient administration team the post holder is expected to work as an effective and responsible team member, supporting others in a flexible and approachable manner and to contribute to the smooth running of the clinic. This includes assisting with other administrative departments within private patients, working within those departments when required.

Main duties of the job

The purpose of the Senior Customer Care Administrator post is to ensure an efficient administration service runs within the department, and gold standard customer service is provided to all service users. The post holder will be expected to oversee to the day to day tasks of the Customer care team within a fast-paced front of house environment. The post holder must be pro-active with the ability to delegate in order to meet deadlines and ensuring all departmental trackers are updated. The post holder will be responsible for compiling departmental reports and attending weekly meetings to update their line manager.

About us

Our Trust values:As part of Guy's and St Thomas', our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values. The post holder will:

Put patients first: 'What would I want for my family?'
Take pride in what we do: 'Am I doing my very best?'
Respect others: 'What would it be like if I was in your shoes?'
Strive to be the best: 'How could we do it better?'
Act with integrity: 'Am I doing the right thing?

Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action.

Date posted

24 May 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£34,089 to £41,498 a year p.a incl HCA

Contract

Permanent

Working pattern

Full-time

Reference number

196-COF10240

Job locations

Wimpole Street

77-79 Wimpole Street

London

W1G 9RU

Job description

Job responsibilities

To welcome and accurately register patients into the clinic whilst maintaining an excellent level of customer service.

Maintain systems and processes to ensure that patient information/data is available at the right time and that they are complete and accurate according to the clinic patient administration system.

Arriving patients on the required computer system; Epic

Assist with a shared email inbox, actioning clinic/ room booking requests, patient bookings, patient registrations, finance issues and all other queries.

Clinic confirmations; Contacting secretaries/ Consultants to request clinic lists for the following day, includes sending email reminders to Consultants we book for.

Telephone queries, internal and external calls.

Obtaining full insurance details from patients when attending for billing purposes, and if applicable, confirming the details with the insurance companies (procedure patients only)

To invoice private self-funding outpatients for consultations and hospital tests and be responsible for the clarification of payment method using the required system Compucare, taking payment on the day as per departmental processes.

Send post clinic information to requesting Doctors/ secretaries.

Complete required clinic preparation for the following day; Diagnostic and ATP prep.

Cash handling Managing till float, ensuring that all transactions balance when cashing out and at the end of the shift. Includes end of week cash banking.

Complete daily Card Z-Totals as per the standard operating procedure.

To work to specified deadlines and can work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team.

Action IEP requests

End of week cash/ cheque counting summary

Ensure departmental trackers are updated daily.

Monitor the facility to ensure that it remains clean, tidy, safe, well-maintained and meets environmental, health, and security standards and complies with government regulations.

Assist your line manager with investigating complaints in conjunction with the general manager.

Assist your line manager in ensuring the department is always efficiently and effectively managed.

Job description

Job responsibilities

To welcome and accurately register patients into the clinic whilst maintaining an excellent level of customer service.

Maintain systems and processes to ensure that patient information/data is available at the right time and that they are complete and accurate according to the clinic patient administration system.

Arriving patients on the required computer system; Epic

Assist with a shared email inbox, actioning clinic/ room booking requests, patient bookings, patient registrations, finance issues and all other queries.

Clinic confirmations; Contacting secretaries/ Consultants to request clinic lists for the following day, includes sending email reminders to Consultants we book for.

Telephone queries, internal and external calls.

Obtaining full insurance details from patients when attending for billing purposes, and if applicable, confirming the details with the insurance companies (procedure patients only)

Send post clinic information to requesting Doctors/ secretaries.

Complete required clinic preparation for the following day; Diagnostic and ATP prep.

Cash handling Managing till float, ensuring that all transactions balance when cashing out and at the end of the shift. Includes end of week cash banking.

Complete daily Card Z-Totals as per the standard operating procedure.

To work to specified deadlines and can work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team.

Action IEP requests

End of week cash/ cheque counting summary

Ensure departmental trackers are updated daily.

Monitor the facility to ensure that it remains clean, tidy, safe, well-maintained and meets environmental, health, and security standards and complies with government regulations.

Assist your line manager with investigating complaints in conjunction with the general manager.

Assist your line manager in ensuring the department is always efficiently and effectively managed.

Person Specification

People skills

Essential

Interpersonal skills
Ability to delegate

Desirable

Working within a team

Education & Qualifications

Essential

Good level of English language demonstrated through effective written and verbal communication skills

Experience and knowledge

Essential

Private patient experience
Administration experience within an Outpatient hospital setting

Person Specification

People skills

Essential

Interpersonal skills
Ability to delegate

Desirable

Working within a team

Education & Qualifications

Essential

Good level of English language demonstrated through effective written and verbal communication skills

Experience and knowledge

Essential

Private patient experience
Administration experience within an Outpatient hospital setting

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

Disclosure and Barring Service Check

Certificate of Sponsorship

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust

Address

Wimpole Street

77-79 Wimpole Street

London

W1G 9RU

Employer's website

https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust

Address

Wimpole Street

77-79 Wimpole Street

London

W1G 9RU

Employer's website

https://www.guysandstthomas.nhs.uk/careers/careers.aspx (Opens in a new tab)