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 Private Patient Booking Service manager is to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. -They will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. To manage the Private Patient bookings team at Royal Brompton Hospital (RBH) and manage the international booking team. Being responsible for performance management and customer experience delivery. -To work closely with the Private Patients General Manager and the Associate Director Operations to understand and optimise the business opportunities. -To be responsible for overseeing the referral pathway from Consultants, Embassies and external third parties to ensure that their requests and enquiries are managed in a professional and efficient way. -Ensuring strong relationships are forged with key personnel at the Embassies with both our PP team and consultants to encourage referrals and efficient triaging of patients and planning of case -To be the key contact between the Trust and International Embassies. Provide excellent relationship management by establishing and maintaining a good working rapport with the Embassies. Be available to provide Embassies with the highest standard of customer service. Main duties of the job 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. To provide, supervision to the Administration Officers associated with the Private patient sales & booking Hub. To work with the Service Manager to ensure consistent high levels of service delivery are met by the Team. To maintain effective relationships with other staff within the service and Trust To be responsible (or delegate appropriately) for the provision of an efficient private patient sales and booking Hub ensuring that the highest quality of service is always provided. The post holder will be responsible for managing and recording all relevant telephone and web enquiries in the appropriate database. To work within a shift pattern including weekends and late evenings to provide operational support to cover the Hub telephone call centre and admin tasks. Working for our organisation Our values Our values help us to define and develop our culture, what we do and how we do it. It is important that we all understand and reflect these values in our work. We are: Caring – we put patients first. Ambitious – we innovate and strive for excellence. Inclusive – we respect each other and work collaboratively. Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action. A summary of our framework can be found on our Trust jobs pages and our intranet. Detailed job description and main responsibilities -The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team. -To be responsible for quoting and giving specific breakdown of costs for taking deposits, issuing receipts and keeping records for banking and auditing purposes. Working independently using own initiative when dealing with customer enquiries. -To be responsible for the management of all telephone and web enquiries in line with the sales process and for the provision of administrative tasks in relation to the booking of patients’ consultations across our sites. Delivering a high standard of customer service, providing accurate financial and administrative information to prospective patients. Responsible for the follow up of all enquiries and the overall bookings within the Private Outpatient Department as well as those referred for inpatient care. Liaising with patients, Consultants / GP’s, third party sponsorships and fellow departments to provide efficient management of the clinics. -Telemedicine. Liaising with patients, Consultants / GP’s, third party sponsorships and fellow up with departments to provide efficient management of the clinics. -To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics -To be responsible for collating information to produce reports on patients, activity and case mix, including analysis of figures and trends which will be used by senior management and the executive team. -To provide cover to all other areas in the private patient’s business as necessary. Contribute and innovate as a member of the private patients Directorate and lead on investigations into operational processes within the Private patient Sales and booking call centre Hub as directed by the Service Manager -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. - To provide, supervision to the Administration Officers associated with the Private patient sales & booking Hub. - To work with the Service Manager to ensure consistent high levels of service delivery are met by the Team. Person specification Education and Qualifications Essential criteria Degree or equivalent Arabic Interpreting qualifications Knowledge and Skills Essential criteria Knowledge of medical terminology and to be able to translate at a rapid pace Fluent in Arabic (written & oral) Proven experience as call centre manager or similar position Experience of working in private patient healthcare environment Personal Qualities Essential criteria Able to manage staff and achieve optimum performance 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." 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. Further details / informal visits contact Name fred peter sendaula Job title private patients General Manager Email address [email protected] Telephone number 02073518466 Additional information Afnan Hashem Private Patients Deputy General Manager & International Liaison Manager