Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The Billing and Operations Manager reports into the Finance Improvement Manager. The role is responsible for the delivery of the billing function to Private Patients services, for assessing areas requiring improvements, driving improvements and measuring the impact of change, making decisions, balancing risks and priorities. There is one Billing and Operations Manager post, managing two separate Private Patients Teams: GSTT Billing Team and Royal Brompton Hospital Billing Team via Deputy. The post holder will support Senior management teams with the development and delivery of a strategic vision and ensure billing function service and changes meet internal and external expectations and standards. The post holder will manage the billing team to ensure the provision of a professional billing service in the Private Patient Unit of GSTT, and to provide professional leadership for all billing staff . As line manager for the Deputy Billing and Operation Manager and the Private Patient billing staff. To plan and manage their workload to ensure that all patient episodes are billed in a timely manner and that all costs are accurately captured, and that weekly, monthly and quarterly deadlines are met. The post holder will take responsibility for their development. The post holder will be responsible for creation, implementation and management of improvements in processes to ensure that all billing services are delivered in accordance with Trust-wide policies. Main duties of the job Oversee the delivery of the billing function for Private Patients services. Ensure timely and accurate billing for all patient episodes. Manage the GSTT Private Patients Billing Team and the Royal Brompton Hospital Private Patients Billing Team through the Deputy Billing and Operations Manager. Provide professional leadership and support to billing staff, including Customer Services Officers, Senior Finance Officers, and Finance Officers. Assess areas for improvement within the billing process. Drive initiatives to enhance efficiency and effectiveness. Measure the impact of changes implemented. Provide advice to Private Patients Service Managers and Business Development Managers as needed. Collaborate with the Heads of Private Patients and other stakeholders to develop a strategic vision for the billing function. Liaise with patients, consultants, and insurance companies to ensure a professional service is delivered. Address inquiries and resolve issues related to billing. Plan and manage the workload of the billing team to meet deadlines. Ensure all costs are accurately captured and reported. Take responsibility for the professional development of the billing team, aligning their skills with operational and strategic needs. Ensure that the billing service meets both internal and external expectations and standards. Working for our organisation The Finance Directorate is currently working through significant change, bringing together the finance teams across Royal Brompton and Harefield Hospitals (RBH) and Guy’s and St Thomas’ (GSTT) following the merger of the two Trusts on 1 February 2020, the alignment with the new Clinical Groups from April 2022, and the integration of the RBH and GSTT systems. The changes will create a single unified Finance Directorate supporting the merged Trust, integrating the legacy finance directorates and creating a structure that will deliver the vision of being a best-in-class function. This role will support delivering the Finance team’s vision for the future by ensuring our people can create and maintain: · A Strong Financial Control Environment · Strategic Direction · Advisory Services · Development opportunities The Finance Improvement team works in conjunction with the Private Patient Team to provide billing service for private patient activity carried out within the Trust. Private treatment is carried out on all main Trust sites. The treatments range from simple medical procedures carried out in a treatment room to major, complex surgery in Trust theatres. T he Private Patient Team and Finance Improvement team act as an intermediary between the Trust and the providers (self paying individuals, Embassies and medical insurers) with regard to the setting of prices for the various treatments. Detailed job description and main responsibilities Operations Management · The post holder will be guided by broad Trust & Directorate procedures in the delivery of billing objectives. They will use their own initiative to deliver the required level of performance, independently from the Head of Directorate Finance. · Works autonomously to plan and organise workload to meet multiple and often conflicting deadlines, with the ability to work in isolation and with minimal guidance and supervision. The post holder will continuously develop good practice within the department, continually reviewing current procedures and redesigning processes to improve service delivery. Shares the benefits of locally redesigned processes with Finance colleagues to ensure Trust wide benefit. Works closely with Central finance across all teams Seen as a part of senior management operational group for maternity and paediatric ( or other directorates as required). The post holder must foster strong working relationships with service managers and operational staff and have a detailed understanding of the Private Patients activities. Identify early need for remedial action plans where billing performance targets are not met. · Responsibility for ensuring sufficient data is available in the provided billing function to monitor and manage billing team performance. · Provide appropriate input and challenge to service managers and business development managers where necessary to ensure high quality billing function targets are achieved. · Responsible for achievement of successful billing function in conjunction with PP service needs. · Respond to any billing function breaches in line with Trust standards and put in place remedial plans. Lead on the development of reporting processes from relevant information systems and integrating them into the performance management function. · Participate in and influence Trust wide initiatives and software implementations as appropriate. · Build effective networks with other departments, working in collaboration to support efficient patient flow and billing function delivery. People Management and Leadership · Full line management responsibilities including recruitment, induction, appraisal, development and retention of staff as well as managing sickness and absence, disciplinary and performance issues that may arise. As line manager for the PP billing staff. · Develop workforce plans in line with anticipated PP services growth and address recruitment, retention and workforce supply issues to minimise the impact of these on timely billing function delivery. · Responsible for coaching, developing and motivating staff through effective personal leadership. Foster a working environment which will motivate and aid staff retention. Maximise the potential of all team members and to ensure that all team members have a meaningful appraisal/personal development plan that includes feedback to the individual from a selection of internal customers and team. To provide a safe and attractive working environment for team members within available resources. · Coach and develop Senior Finance Officers. · Implement development plans and responsible for staff engagement. · Instruct new finance colleagues on the use & functionality of Trust information systems and private patient software. Provide professional guidance for all Billing staff using private patients billing software. To abide by the NHS Code of conduct for managers, the Trust’s Core behaviours for staff and managers and all other Trust policies, codes and practices, including standing financial instructions, research governance, clinical governance, patient and public involvement and health and safety. To abide by the Trust’s Core behaviours for staff and all other Trust policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety. · To ensure all team members have a real voice in the development of the Private Patient Finance service to patients/customers. Billing Management · Management of provision of billing function in relation to Private Patient activities across Guy’s, St Thomas’, Evelina - adults, maternity and paediatric, inpatients and outpatients and Royal Brompton via deputy. · Supervision of investigation and resolution of billing discrepancies and errors. · Ensure the accuracy of invoicing and credit notes raised by billing team. · Ensure credit control queries raised are investigated and resolved timely by billing team. · Overseeing timely and accurate invoice uploads for insurance collection from Healthcode. · Manages interface files batches generation for Central finance software upload and ensures timely investigation and resolution of discrepancies and errors, for all PP software users. · Overseeing consultants’ payments, where billing is processed on consultant’s behalf. · Guides services and consultant in use of PP billing function. · Overseeing timely and accurate clinical payments and out of hours staff payments as per various agreements and charge splits. · Overseeing timely period closure and month end and accuracy in reporting. · Ensures other billing teams and general users of Compucare are aware and compliant with deadlines and month end processes. · Investigates the more highly complex enquires. · Overseeing and dealing with complex financial enquires and queries. · Ensure that the billing team work is carried out effectively and is consistent with legislation, Trust Policy and Standing Financial Instructions. Quality, Strategy, Change and Improvements · Ensure adherence to control processes and billing management arrangements including developing specific polices/procedures as appropriate. · Develop systems for the monitoring of compliance with internal and external governance and best practice requirements utilising business tools available · Ensure that all billing staff comply with the Trust’s Standing Financial Instructions. · Communicates developments/changes/policies to the other members of the finance team and non-finance teams through meetings and formal briefings. · Initiates, arranges, chairs and participate in meetings between PP staff and finance team (including senior staff) to discuss workflow and/or areas of concern. Implements changes and agrees action plans. · Provides support function to PP Operations and PP Service Managers and other senior members of the teams and to clinician across all areas. Provides support function and expertise advice in regards to billing function to Business Development Managers including International Business Development - participates in the planning of new services and projects across Private Patient Services and the Trust in relation to the generation of additional income. Propose and implement changes to working practices and encourage and advise Trust staff and PP teams to accept these changes to improve efficiency and patient experience. Driving and overseeing the development and implementation of internal policies and procedures. · Driving and overseeing the development and implementation of pathways, SOPs and improvements to current processed in relation to private patients within billing team and central finance. Ensuring current billing practices comply with Trust policies, SFIs, rules and regulations. Maintains accurate, legible and complete financial records consistent with Trust Policy and legislation which govern the care of such information including the Data Protection Act and the Freedom of Information Act. Support the Operations and Service Managers with internal strategic planning and management. · Support the Head of PP and Senior Managers in identifying new opportunities for the PP services within the Directorate arising from changes in the external environment or internal innovation. · Deliver change management and service improvement in billing function. · Proactive in identifying and addressing issues which are significant within and across billing function. · Identify opportunities for service redesign, focusing on billing function centred approach to delivery; work to develop and lead plans to improve and develop services. · Participate in Trust and area wide programmes that contribute to the modernisation of systems used. · Communicate with patients and staff in a form and manner that is consistent with the relevant understanding, culture, and background of individuals recognising barriers to effective communication and the methods to overcome these. Please refer to Job Description for full details. Person specification Education and Qualifications Essential criteria Relevant finance degree, or Business management, CIMA qualified or Substantial experience in Finance role. The post-holder would be expected to ensure that they participate in continuing professional development. Desirable criteria Understanding of lean methodology. Experience and Knowledge Essential criteria Significant billing management experience, and staff management experience. Experience in managing a demanding team, and evidence of process and change. Senior experience gained in the NHS/Private Patients. Desirable criteria NHS Finance experience. Knowledge of Compucare software. Knowledge of Oracle software. Skills / Ability Essential criteria Excellent organisational skills and the ability to prioritise workload and meet deadlines, which will involve balancing competing priorities within a fluctuating and demanding workload. Excellent understanding and track record of successful improvements management. Work flexibly, prioritise workloads and resource them in response to changing demands and requirements. Excellent interpersonal, communication (written, oral, presentation, facilitation), often in situations, which are complex and potentially contentious. Ability to find innovative ways of solving or pre-empting problems. IT literate, including competency in MS Office programmes and in Excel. Ability to analyse, investigate and resolve queries independently and take appropriate decisions within broad departmental procedures and external guidelines. Able to form judgements and make autonomous decisions guided by policies and procedures. The ability to undertake complex audits of your own activities to ensure the work is fit for purpose and appropriate. Ability to concentrate, occasionally for prolonged periods. Ability to deal effectively with frequent interruptions. Experience of developing and improving the delivery of billing services at both operational and strategic levels. Strong leadership qualities. Personal Qualities Essential criteria Ability to communicate clearly and concisely, both verbally and in writing. Ability to work as part of a team, approachable with good inter-personal skills. Demonstrates initiative and positive “can do” attitude and a positive attitude to change. Acts with integrity and professionalism. A commitment to partnership working, inclusion of a diverse workforce and service integration. Reliable work record. Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Marta Janas Job title Finance Improvement Manager Email address [email protected]