Guy's and St Thomas' NHS Foundation Trust

Customer Care Administrator/Inpatient Support

The closing date is 29 May 2025

Job summary

This post holder is fundamental in the management of private patients. Leading by example, a focus on impact assessments and quality improvements, resolution management and coaching are all key factors to the success of this role. An excellent communicator who is positive and focused on delivering service excellence and someone who can lead a team to achieve service change positively and effectively to deliver departmental and Trust strategic objectives.

Working with customer care team who are passionate about delivering a 5* service to deliver a consistent and professional service.

To act as first point of contact for private patients, consultants, third parties and members of the public seeking information and support from the private patient department and hospital. The post holder must be able to triage call appropriately, as well as deal sympathetically with people who may be distressed or angry.

As part of the Private Patient administrative 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 development of the department. The post holder will keep in compliance with clinical governance and will take part in any inspection requested by statutory bodies such as Care Quality Commission (CQC) if required.

Main duties of the job

The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the general public seeking information and support from the private patient administrative team.

The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.

Bookings of appointments/tests using epic and compucare

Assisting in the day to day running of private outpatients and private inpatients

About us

This post holder is fundamental in the management of private patients. Leading by

example, working with a small team of private patient staff in outpatients and

inpatients in Harefield but also as part of the wider private patients dept in the Trust.

Working with the teams to deliver a 5* service in a consistent and professional

manner. Exceeding expectations at all times

Date posted

20 May 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£34,521 to £41,956 a year p.a inc outer London allowance

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

196-COF10744-S

Job locations

Harefield Hospital

Hill End Road

Harefield

UB9 6JH

Job description

Job responsibilities

Bookings of appointments/tests using epic and compucare

Assisting in the day to day running of private outpatients and private inpatients

The post holder will provide an agreed level of general and clinical information relating to tests, investigations and financial inquiries for example procedure costing, payment and invoices. Use judgement to know when to refer to the clinical team.

To ensure that all private patients are financially cleared and preauthroised prior to admission/appointnment/diagnostic test

To liaise closely with the nursing staff, ward clerks and bed mangers to build and maintain good relations and a high level of communication.

In addition, the post holder will also introduce processes in order to ensure the admission of private patients is managed efficiently and professionally.

Ensuring communication is fluid, maintaining a good relationship with the PP team, international team, consultants, secretaries, other relevant departments and relevant external referrals.

To pro-actively develop the role and to introduce methods to improve service and also identifying ways of streamlining any daily processes

To participate in team discussions on business planning and service development.

To promote and maintain standards of health and safety within the work environment, reporting / recording an accident / incident promptly.

To be responsible for their own educational personal development needs

Planning and organizing private patient admissions may include readjusting bed management

To report any faults in office equipment, equipment, and personal computers

To set high standards of punctuality and time keeping and to ensure that these are maintained within the private patient department

To provide financial training to new and temporary staff, as and when required

To deal in person, the handling of telephone calls, verbal messages and correspondence as required. To ensure that refined interpersonal communication skills are effective in the providing and receiving complex, sensitive or contentious information to high status customers like embassies and health insurance companies.

Ability to challenge highly contentious information from private patients, embassies and health insurance companies, where persuasive and negotiating skills are required to ensure the full financial payment is achieve for the Trust

To liaise with insurance companies, embassies and other third parties on status of current patients and ensure that funding is always relevant to current episode

To liaise and work closely with other departments and consultants to ensure that fees are captured in a timely way.

To work closely with credit control and third parties to ensure that invoice queries are explained and invoices paid efficiently.

To liaise closely with the clinical staff within the department to ensure the smooth running of the private patient service.