Job summary
- Main area
- Private Patient Service
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Other
- Job ref
- 410-MED-6425626
- Employer
- Liverpool Heart & Chest Hospital NHS Foundation Trust
- Employer type
- NHS
- Site
- The Rowan Suite, Liverpool Heart and Chest Hospital
- Town
- Liverpool
- Salary
- £22,816 - £24,336 per annum
- Salary period
- Yearly
- Closing
- 12/08/2024 23:59
Employer heading
Private Patient Administrator
Band 3
As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision 'to be the best cardiothoracic integrated healthcare organisation'.
We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine including adult cystic fibrosis and diagnostic imaging, both in the hospital and out in the community.
We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortics.
Heart and lung disease continue to be amongst the biggest killers in the UK and the communities we serve are marked by increased prevalence of cardiovascular disease, higher levels of heart failure, hypertension, coronary artery disease and an ageing population.
Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and facilitated by technology. New and upgraded clinical areas are designed with patients and families fully involved to deliver their needs.
As part of our long term plan, we aim to form strong clinical and organisational relationships where possible. There is clear evidence that partnerships improve patient care and enhance quality and we aim to collaborate with a range of other providers and professionals with the aim to extending access and improve quality.
Our vision is underpinned by five strategic goals:
- Quality: to deliver the highest quality, safest and best experience for patients and their families by providing reliable care
- Service and Innovation: to develop our service portfolio for patients by developing innovative models of care
- Value: to maintain financial viability, enhance service delivery and develop new models of care to improve the health of our patients and safely reduce costs
- Workforce: to be the best NHS Employer by 2019 by attracting and retaining the best staff to deliver excellent patient care
- Stakeholders: to develop productive relationships with key stakeholders in order to enhance our profile and reputation.
Our Mission
“Excellent, Compassionate and Safe care for every patient, every day”
Job overview
To provide a smooth running of the Private Patient Service at Liverpool Heart and Chest Hospital. To co-ordinate private patients diagnostic requests, ensuring that tests and investigations relating to the referring clinicians are recorded as required, with the aim of raising income for the Trust whilst delivering a first class service. This is inclusive of liaison with medical staff, external referrers and nursing staff to ensure appropriate room allocation. To liaise closely with the Consultants PA’s to agree all private patient appointments, ensuring that these are efficiently. To ensure that all private patient appointments are invoiced as appropriate for both inpatients and outpatients.
Main duties of the job
- Responsible for Rowan Suite reception cover including meeting and greeting private patients.
- Provide a comprehensive customer service role, ensuring that all private patients are dealt with in a professional and courteous manner.
- To be the main point of contact for self-pay and insured patients throughout their pathway from first appointment to discharge, providing excellent customer service and building report with patients to ensure their experience is positive.
- Develop and implement appropriate procedures and processes to capture revenue within the Private Patient Team.
- Building and maintaining a good rapport with existing and new private patients.
- Coordinate private patient inpatient admissions for the Rowan Suite
Working for our organisation
As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision 'to be the best cardiothoracic integrated healthcare organisation'.
We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine both in the hospital and out in the community.
We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortics.
Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and our encouragement of flexible working in a variety of forms.
Please visit our website - https://www.lhch.nhs.uk/
Please follow this link for a tour of our site - https://bit.ly/36ylsoq
Detailed job description and main responsibilities
- To be the main point of contact for self-pay and insured patients throughout their pathway for both UK and international patients from first appointment to discharge, providing excellent customer service and building report with patients to ensure their experience is positive.
- Demonstrating and maintain high levels of customer service with both internal and external patients either in person, via telephone or email.
- Having a professional and friendly front whilst being responsive and available to patients during working hours.
- Be knowledgeable about hospital processes and understand different clinical procedures and the costs associated with them.
- To be an advocate of the private patient services throughout the trust.
- Play a provocative role in promoting the private patient business to all patients demonstrating patients would be provided with excellent care.
- Maintain patients progress using the trusts PAS system (ICS) ensuring that patients are given the appropriate information at the right time and are followed up with regular courtesy calls.
- Collect patient’s relevant clinical information by liaising with local organisations and escalate any issues to Service Line Manager.
- Using the Private Patient Portal and keeping the Portal up to date and making sure all fields are complete.
- Provide training to members of staff across LHCH on the Private Patient Portal.
- Liaising with Private Medical Insurance companies to collect patient treatment pre authorisation codes and updating all records on appropriate trust systems.
- Develop an expert knowledge of internal information technology systems and processes and identify areas to improve the service.
- Manage, develop and maintain service information systems to ensure robust data production.
- Ensure that services are delivered with establish quality parameters identify where improvements are necessary to improve the quality of care delivered to patients.
- Contribute to the collection patient feedback.
- Have an understand of private care processes and wait times and contribute to their achievement.
- Provide service line manager with data on private patient numbers and revenue.
- Support the effective implementation of pathways that support patients being treated within waiting time targets or standards.
- Escalate to the service line manager where there is potential for lists of individual patients to be cancelled to ensure corrective action where possible can be taken. In escalating the issues the post holder is to recommend the range of available options to address the issues concerned.
- Work on own initiative in area of responsibility as delegated by service line manager.
· Being aware of and adhere to administrative procedures and protocols relevant to the post.
· Observing and adhering to all Trust policies and procedures.
· Always demonstrate Trust values and behaviours (outlined in staff handbook).
§ To contribute to and agree a continuing Personal Development Plan. Ensuring completion of timely PDR/Appraisal process with designated line manager.
§ To attend internal or external courses as agreed within the plan or ad hoc training and development as requested by management.
§ To attend on-going refresher training within their job role as legislation changes and upgrades to the PAS or other local systems are introduced.
§ Ensure mandatory training including Information Governance training is maintained within compliance date arranging time with line manager to complete when required.
§ Participate in departmental meetings and awareness sessions as and when required.
§ Employees are expected to develop their IT skills necessary to support the tasks included in their post. They may be required to undertake any necessary training to support this.
Person specification
Qualifications & Education
Essential criteria
- Minimum 5-GCSEs or equivalent Grace C or above including English and Maths
- Customer Service Qualification or equivalent experience
Desirable criteria
- EDCL or equivalent IT user qualification
- Typewriting or word processing qualification
Knowledge & Experience
Essential criteria
- Previous experience of working in an admin role
- Experience in dealing with the general public
Desirable criteria
- Previous NHS experience
- Previous experience with Private Patients
Skills & Abilities
Essential criteria
- Interpersonal, communication and organisational skills
- Experience of using IT systems and software
- High degree of accuracy and attention to detail
- Ability to handle confidential matters in a sensitive manner
- Ability to work under pressure and to deadlines
- Advanced keyboard skills with speed and accuracy
- Ability to work both as a member of the team and on own initiative
- Ability to prioritise and plan activities and tasks
Desirable criteria
- Experience of working with databases
- Experience of using Patient Administration System
Values & Behaviours
Essential criteria
- Ability to adhere to Trust Values and Behaviours
- Ability to be flexible and reliable
- Ability to remain calm, polite and tactful
- Ability to maintain confidentiality at all times particularly in relation to patient-identifiable and personal data / information
- Commitment to continued personal and educational development
- Enthusiastic and motivated
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Samantha Noonan
- Job title
- Operational Manager
- Email address
- [email protected]
- Telephone number
- 0151 254 3214
- Additional information
Available 8:00-16:00 (Mon-Fri)
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