Location
St. George's University Hospital, St. George's Hospital, Blackshaw Road, Tooting

Hours
Full time (hours not specified)

Salary
£38,488 per annum

About the Role
This role is based within the Private Patients Team at St George's University Hospitals NHS Foundation Trust. The Assistant Service Manager will support the delivery and management of private healthcare services across inpatient, outpatient, and diagnostic settings. You will work closely with clinical teams and senior stakeholders to ensure smooth communication and pre-authorisation of procedures with Private Medical Insurance companies. The role requires strong stakeholder management, problem-solving skills, and the ability to handle patient complaints and complex service issues with professionalism and empathy. You will also be involved in monitoring service performance and activity, ensuring compliance with relevant legal frameworks, Trust policies, and financial instructions. This position demands flexibility, resilience, and the ability to manage change and escalation effectively. Please refer to the attached job description and person specification for detailed information on responsibilities and requirements.

Experience
- At least 2 years’ experience working in customer care or a health service environment
- Demonstrable experience in the private healthcare sector or NHS Private Patients Team
- Proven experience in communication and pre-authorisation with Private Medical Insurance companies
- Experience in a supervisory role
- Experience working across inpatient, outpatient, and diagnostic services
- Experience collaborating with clinical teams and senior stakeholders
- Desirable: Understanding of Department of Health regulations and monitoring service performance and activity

About You
- Flexible and adaptable to a wide range of duties
- Highly organised with a logical and analytical approach to problem-solving
- Ability to manage patient complaints and complex service issues calmly and sympathetically
- Strong stakeholder management and communication skills across clinical and non-clinical teams
- Resilient and confident when managing change, challenge, and escalation
- Ability to prioritise workload effectively
- Ability to develop good working relationships across the Trust and within the team

Qualifications
- Educated to A-level standard with evidence of further work-based training
- Good literacy and numeracy skills

Knowledge
- Knowledge of medical terminology
- Excellent understanding of data quality, information governance, confidentiality, and GDPR requirements
- Strong knowledge of ethics and operational pressures of private patient processes, legal frameworks, Trust policies, and Standard Financial Instructions (SFIs)
- Desirable: Knowledge of Cerner/Iclip system, EPR, SBS - Oracle, Apex Soliton Radiology Systems
- Understanding of Clinical Coding and Schedule Development (CCSD) and Private Healthcare Information Network (PHIN) requirements
- Knowledge of Department of Health document "The Effective Commissioner - Who Pays" and guidelines on management of overseas visitors
- Excellent working knowledge of the NHS Complaints Procedure