Job summary
This is an exciting opportunity to join The Fertility Centre at Chelsea and Westminster Hospital.
We are looking for someone to join our committed team providing excellent patient experience and embracing the Trust values. We are looking for an experienced administrator with a passion for exceeding patient expectation and ability to deliver a 5 star service to all patients both NHS and Private within the Unit. Successfully candidates will work at the Chelsea site, supporting The Fertility Centre. You should have a friendly patient centric approach and will need to be able to remain calm and approachable in a very busy patient business office. You should have and interest in NHS Funding. You should possess excellent people and time management skills so as to be able to provide an optimum level of customer service to patients, both in person and over the telephone, and also to other users of the service. A flexible approach is also required, the successful candidate may be require to support across site when necessary.
Main duties of the job
The post holder will be the first point of contact for patients and healthcare professionals within both NHS and Private capacities wishing to book / enquire about the services available. The post holder will be able to provide patients with accurate prices for services they may wish to receive. The post holder will be responsible for ensuring that patients both Private and NHS receive information regarding the services they wish to receive. The post holder will be responsible for making appointments for patients in outpatients and sending the appropriate literature to the patient once the appointment has been booked.
The post holder will be responsible for entering all information on to Compucare, Cerner, Meditex and Apex in a timely and accurate manner. The post holder will be supporting The Fertility Centre with NHS Funding. They will be responsible for arranging all NHS funding applications are processed through the relevant channels and ensuring that patients are appropriately informed of their Funding outcomes and ensuring that all literature is sent out to the patient prior to their appointments. The post holder will be responsible for supporting clinical staff with applications, liaising with ICB when IFR's are submitted and entering all information on to Apex in a timely and accurate manner.
The post holder will be responsible for ensuring that all details regarding pay mechanisms are accurately entered on to Compucare in a timely manner.
About us
Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.
We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people.
Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.
We're one of the best performing Trusts in the country. We're also one of the top trusts to work for -our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment.
Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'. We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.
Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate.
We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
Job description
Job responsibilities
- To be the first point of contact for patient enquiries and patient bookings for services provided at Chelsea & Westminster's Fertility Unit, responsible for delivering an efficient and faultless customer experience in handling both inbound and outbound customer enquiries.
- To be specifically responsible for handling self-pay enquiries from the public and maximising the conversion of enquiries to out-patient appointments, tests and procedure packages
- To be responsible for utilising the Hospital Booking Systems (Cerner and Compucare) in order to carry out a variety of functions, including:
- Validating patient demographic details and updating as necessary
- Making, changing or cancelling outpatient appointments
- Updating computerised records of patient information in line with departmental and hospital policies and procedures.
- Understanding all information contained on the system to assist patients and staff with queries on the telephone.
- To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public.
- To be responsible for answering all telephone calls, email enquiries and other forms of communication in a timely and professional manner.
- Responsible for booking patients into services, such as outpatient appointments, diagnostic appointments
- To work closely with the commercial and pricing teams to ensure self-pay opportunities are maximised, services are well-structured, meet patient needs and are competitively positioned and priced in the market
- Ensure that all booking data is accurately entered on to Cerner and Compucare in a timely manner.
- Ensure that all payment details are correctly logged onto the system at the time of booking.
- Processing NHS funding applications, ensuring that correct information has been supplied along with any additional information that may be required. If information not supplied refer back to the refer
- To investigate queries in person and on telephone, dealing with patients queries, invoices and financial queries sensitively and with diplomacy. Liaising with other departments within the hospital and outside agencies where necessary e.g. insurance companies & ICB's
- Support the wider team and patients with any funding queries
- Submit ICB activity regular basis
- Liaise with the OVS Department to ensure patients have the correct documentation required to access funding
- To maintain an accurate and orderly filing system for all document
- To maintain up-to-date information and appropriate insight into competitor propositions, campaigns, pricing and activity in the self-pay market
- To ensure complete confidentiality with respect to patient information in line with Trusts Confidentiality Policy & Information Governing Policy
- Attend monthly unit staff meetings
- Take payment information from patients who are paying with credit or debit cards, over the phone and update compucare in the appropriate manner
- To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times
To ensure that the department voicemail/email address is checked and any messages are recorded clearly and actioned in order of priority in accordance with departmental standards.
Job description
Job responsibilities
- To be the first point of contact for patient enquiries and patient bookings for services provided at Chelsea & Westminster's Fertility Unit, responsible for delivering an efficient and faultless customer experience in handling both inbound and outbound customer enquiries.
- To be specifically responsible for handling self-pay enquiries from the public and maximising the conversion of enquiries to out-patient appointments, tests and procedure packages
- To be responsible for utilising the Hospital Booking Systems (Cerner and Compucare) in order to carry out a variety of functions, including:
- Validating patient demographic details and updating as necessary
- Making, changing or cancelling outpatient appointments
- Updating computerised records of patient information in line with departmental and hospital policies and procedures.
- Understanding all information contained on the system to assist patients and staff with queries on the telephone.
- To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public.
- To be responsible for answering all telephone calls, email enquiries and other forms of communication in a timely and professional manner.
- Responsible for booking patients into services, such as outpatient appointments, diagnostic appointments
- To work closely with the commercial and pricing teams to ensure self-pay opportunities are maximised, services are well-structured, meet patient needs and are competitively positioned and priced in the market
- Ensure that all booking data is accurately entered on to Cerner and Compucare in a timely manner.
- Ensure that all payment details are correctly logged onto the system at the time of booking.
- Processing NHS funding applications, ensuring that correct information has been supplied along with any additional information that may be required. If information not supplied refer back to the refer
- To investigate queries in person and on telephone, dealing with patients queries, invoices and financial queries sensitively and with diplomacy. Liaising with other departments within the hospital and outside agencies where necessary e.g. insurance companies & ICB's
- Support the wider team and patients with any funding queries
- Submit ICB activity regular basis
- Liaise with the OVS Department to ensure patients have the correct documentation required to access funding
- To maintain an accurate and orderly filing system for all document
- To maintain up-to-date information and appropriate insight into competitor propositions, campaigns, pricing and activity in the self-pay market
- To ensure complete confidentiality with respect to patient information in line with Trusts Confidentiality Policy & Information Governing Policy
- Attend monthly unit staff meetings
- Take payment information from patients who are paying with credit or debit cards, over the phone and update compucare in the appropriate manner
- To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times
To ensure that the department voicemail/email address is checked and any messages are recorded clearly and actioned in order of priority in accordance with departmental standards.
Person Specification
Education & Qualifications
Essential
- Technical Apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent knowledge or experience
- Working knowledge of Microsoft products: - Word - Microsoft Office - Excel
- Accurate Keyboard Skills
Desirable
- Knowledge of PMI insurance billing frameworks.
Previous Experience
Essential
- Experience of working within a busy office environment
- Experience of a sales environment and converting enquiries or leads to a product or service sale
- Experience of managing and controlling a sales pipeline and pro-actively progressing enquiries and following-up actions
Desirable
- Experience within a Private Patients Department
- Experience working in an NHS environment
- Working with clinical pathways and medical terminology
- Knowledge of Fertility and the HFEA
Person Specification
Education & Qualifications
Essential
- Technical Apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent knowledge or experience
- Working knowledge of Microsoft products: - Word - Microsoft Office - Excel
- Accurate Keyboard Skills
Desirable
- Knowledge of PMI insurance billing frameworks.
Previous Experience
Essential
- Experience of working within a busy office environment
- Experience of a sales environment and converting enquiries or leads to a product or service sale
- Experience of managing and controlling a sales pipeline and pro-actively progressing enquiries and following-up actions
Desirable
- Experience within a Private Patients Department
- Experience working in an NHS environment
- Working with clinical pathways and medical terminology
- Knowledge of Fertility and the HFEA
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.