Job summary
This post will be part of the growing Overseas Patients Department within UHCW. Nationally, NHS Trusts have a legal obligation to identify and charge overseas patients in line with the National Health Service (Charges to Overseas Visitors) Regulations.
Formed 7 years ago, UHCW has a well established overseas department, with European Health Insurance Card capture frequently appearing in the top 10 of all Trusts nationally.
Following, a number of years of success, the department is looking to expand, both to cover seven day working and to expand capacity to assist patients in understanding their eligibility for NHS treatment.
Working within an established team, this post is key to assisting patients in identifying their eligibility for NHS treatment. By doing so, they will be assisting the NHS to maximise income from patients, insurance companies and foreign governments, allowing these funds to be allocated to improving patient care.
Main duties of the job
The officer will independently assist patients in identifying their eligibility for free NHS Treatment. Where chargeable, the officer will raise an estimated invoice to the patient and describe the Trusts invoicing process to the patient, ensuring that the patient is aware that urgent treatment will never be denied or withheld regardless of the patient's ability to pay.
The officer will collect the debt from the patient and if they are unable to pay in one payment, will explain the processes for partial payment and potential implications this may have.
The officer will be the first point of contact for Overseas and Private Patients, their relatives, Home Office, relevant Health Boards, Insurance providers and Trust staff in obtaining relevant documents regarding patient NHS eligibility and medical treatment costs. The officer will also collect evidence to support all exemptions and keep detailed records of all communication with stakeholders.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description
Job responsibilities
Duties/ Responsibilities
1) To be an expert in all matters regarding the Overseas Visitor Charging Regulations and applicable laws, keeping up to date with changes to relevant guidance, laws and regulations.
2) To act as the first point of contact for liaising with Overseas and Private Patients, their relatives, Home Office, relevant Health Boards, Insurance providers in obtaining relevant documents required about their NHS eligibility and medical treatment costs.
3) To be able to make judgements regarding a patients eligibility for free treatment, and inform patients of their eligibility status. To be able to recognise when a case becomes complex enough to be referred to an Overseas Visitor Manager. This will require contacting them by writing letters, by phone, e-mail and in person. Take action as necessary liaising with others as appropriate.
4) To deliver potentially life changing news to patients, delivering invoices up to £100,000 to patients for patient treatment, some of which may have been necessary to save their life.
5) Ensure all enquiries are effectively managed and successfully resolved within a prompt timescale ensuring all relevant personnel are informed as necessary and an appropriate record is maintained. Liaising and effectively communicating at all levels using written, oral and electronic methods. Using tact and sensitivity to deal with difficult issues as required.
6) To take deposits for patient treatment (where clinically and financially appropriate) at the point of interview. Ensure staff members arrange instalment plans after liaising with the credit control departments. Ensure that debtors facing financial hardship are identified and verified efficiently and effectively, and ensure Trust policies designed to protect such patients are adhered to.
7) To obtain European Health Insurance Card (EHIC)/Provisional Replacement Certificate data from patient who live in European Union Countries.
8) To ensure, wherever possible, that all documentation is up-to-date, obtained in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
9) To accurately process Stage 1 and Stage 2 interview documents.
10) To liaise with Overseas and PP Managers for chasing up relevant ID documents from patients and process them accurately on the Trusts systems.
11) The assist the Overseas and Private Patient Team for all types of admin/reception and phone calls.
12) To maintain an effective working relationship with the Patient Access, Finance and Credit Control Departments.
13) To ensure that all Overseas and PP relevant documents are processed appropriately and supporting information and that queries are logged and answered promptly.
14) To maintain the Overseas and Private Patient files, Computer Records, Invoicing Tracker on a day to day basis and ensure deadlines are met accurately.
15) Ensure all correspondences with the Patients, their relatives, Insurance Providers, Home Office, Department of Health and all relevant external organisations are done correctly to obtain relevant documents and information within the deadlines.
16) To assist Associate Overseas and Private Patient Managers and other Overseas and Private Patient Team members on a day to day basis.
17) To have a working knowledge of iPM, CRRS, Spine, MS Office, Excel, Outlook and Finance.
18) To assist with the implementation and maintenance of an efficient office management/admin system/procedures to enable the Department to optimise their services. This will require: Excellent customer service skills, effective time management; arranging meetings; minutes taking, preparation of correspondence and reports; establishing and maintaining efficient manual and electronic correspondence and documentation management systems; ensuring office equipment and stationery levels are maintained, processing orders as required.
19) Monitoring and assisting with the investigation of complaints in line with Trust guidelines, policies and procedures, instigating any immediate action required for reasons of health, safety and security.
20) Dealing with constant interruptions and occasional verbal aggression from service users in a professional manner.
21) Maintaining an effective working relationship with other individuals in the Trust, ensuring that work is carried out efficiently, to a high standard, to deliver a professional service focused on achieving a high level of customer satisfaction.
22) To undertake any other duties as required which are consistent with the grade and nature of the post.
23) To deputise for senior staff members where appropriate.
In house training will be available for the post-holder which ranges from practical implementation of the guidance to protecting the financially vulnerable and ensuring equality within the departmental operations.
The post holder will need to be highly numerate and be able to effectively communicate with patients. For full details around the skills required for the role, please see the attached person specification.
For further details of the role please see the attached job description.
Job description
Job responsibilities
Duties/ Responsibilities
1) To be an expert in all matters regarding the Overseas Visitor Charging Regulations and applicable laws, keeping up to date with changes to relevant guidance, laws and regulations.
2) To act as the first point of contact for liaising with Overseas and Private Patients, their relatives, Home Office, relevant Health Boards, Insurance providers in obtaining relevant documents required about their NHS eligibility and medical treatment costs.
3) To be able to make judgements regarding a patients eligibility for free treatment, and inform patients of their eligibility status. To be able to recognise when a case becomes complex enough to be referred to an Overseas Visitor Manager. This will require contacting them by writing letters, by phone, e-mail and in person. Take action as necessary liaising with others as appropriate.
4) To deliver potentially life changing news to patients, delivering invoices up to £100,000 to patients for patient treatment, some of which may have been necessary to save their life.
5) Ensure all enquiries are effectively managed and successfully resolved within a prompt timescale ensuring all relevant personnel are informed as necessary and an appropriate record is maintained. Liaising and effectively communicating at all levels using written, oral and electronic methods. Using tact and sensitivity to deal with difficult issues as required.
6) To take deposits for patient treatment (where clinically and financially appropriate) at the point of interview. Ensure staff members arrange instalment plans after liaising with the credit control departments. Ensure that debtors facing financial hardship are identified and verified efficiently and effectively, and ensure Trust policies designed to protect such patients are adhered to.
7) To obtain European Health Insurance Card (EHIC)/Provisional Replacement Certificate data from patient who live in European Union Countries.
8) To ensure, wherever possible, that all documentation is up-to-date, obtained in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
9) To accurately process Stage 1 and Stage 2 interview documents.
10) To liaise with Overseas and PP Managers for chasing up relevant ID documents from patients and process them accurately on the Trusts systems.
11) The assist the Overseas and Private Patient Team for all types of admin/reception and phone calls.
12) To maintain an effective working relationship with the Patient Access, Finance and Credit Control Departments.
13) To ensure that all Overseas and PP relevant documents are processed appropriately and supporting information and that queries are logged and answered promptly.
14) To maintain the Overseas and Private Patient files, Computer Records, Invoicing Tracker on a day to day basis and ensure deadlines are met accurately.
15) Ensure all correspondences with the Patients, their relatives, Insurance Providers, Home Office, Department of Health and all relevant external organisations are done correctly to obtain relevant documents and information within the deadlines.
16) To assist Associate Overseas and Private Patient Managers and other Overseas and Private Patient Team members on a day to day basis.
17) To have a working knowledge of iPM, CRRS, Spine, MS Office, Excel, Outlook and Finance.
18) To assist with the implementation and maintenance of an efficient office management/admin system/procedures to enable the Department to optimise their services. This will require: Excellent customer service skills, effective time management; arranging meetings; minutes taking, preparation of correspondence and reports; establishing and maintaining efficient manual and electronic correspondence and documentation management systems; ensuring office equipment and stationery levels are maintained, processing orders as required.
19) Monitoring and assisting with the investigation of complaints in line with Trust guidelines, policies and procedures, instigating any immediate action required for reasons of health, safety and security.
20) Dealing with constant interruptions and occasional verbal aggression from service users in a professional manner.
21) Maintaining an effective working relationship with other individuals in the Trust, ensuring that work is carried out efficiently, to a high standard, to deliver a professional service focused on achieving a high level of customer satisfaction.
22) To undertake any other duties as required which are consistent with the grade and nature of the post.
23) To deputise for senior staff members where appropriate.
In house training will be available for the post-holder which ranges from practical implementation of the guidance to protecting the financially vulnerable and ensuring equality within the departmental operations.
The post holder will need to be highly numerate and be able to effectively communicate with patients. For full details around the skills required for the role, please see the attached person specification.
For further details of the role please see the attached job description.
Person Specification
Qualification/Training
Essential
Desirable
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills
Essential
Desirable
Person Specification
Qualification/Training
Essential
Desirable
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills
Essential
Desirable
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.
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
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.
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).
