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 This position will have a wide range of administrative responsibility and will provide a first point of contact for all patients, consultants and third parties ensuring a first class customer service is delivered in a professional, friendly, helpful, calm and efficient manner. The post holder is expected to competently carry out all relevant forms of administrative duties without direct supervision, monitoring and maintaining excellent standards of practice to facilitate the smooth running of the department in keeping with the vision and values of the private patient’s directorate. As part of the Private Patient administrative team the post holder is expected to work as an effective and responsible team member, supporting others in a flexible and approachable manner and to contribute to the development of the new facility .The post holder will keep in compliance with clinical governance and will take part in any inspection requested by statutory bodies such as Care Quality Commission (CQC) if required. The post holder will act as the nominated lead for Infection Prevention and Control for their areas, ensuring that infection prevention and control is an integral part of service delivery. The post holder will act as the nominated lead for health and safety officer and Fire Marshall for the administration areas whilst on duty. Main duties of the job To welcome and accurately register patients into the clinic whilst maintaining an excellent level of customer service. Maintain systems and processes to ensure that patient information/data is available at the right time and that they are complete and accurate according to the clinic patient administration system. To assist with the booking, scheduling of private patients and to liaise with relevant multidisciplinary healthcare professionals to ensure a smooth patient journey is carried out. To work to specified deadlines and have the ability to work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team. Assist your line manager with investigating complaints in conjunction with the general Manager. Assist your line manager in ensuring the department is efficiently and effectively managed at all times and deputise in her/his absence when necessary. To liaise with insurance companies, embassies and other third parties on status of current outpatients and ensure that funding is always relevant to current outpatient episode. To collect funding for private self funding outpatients for consultations and hospital tests prior to these tests being carried out and be responsible for the clarification of payment method. Working within flexible rosters, designed to achieve the most effective use of staff to meet the needs of our patients, consultants Working for our organisation Harefield Private Patients team excel in offering a consistent high standard of care to all our patients, our colleagues and visitors. Core behaviours for all Trust staff All staff will commit to: Act with honesty and integrity at all times Demonstrate respect for others and value diversity Focus on the patient and internal and external customer at all times Make an active contribution to developing the service Learn from and share experience and knowledge Keep others informed of issues of importance and relevance Consciously review mistakes and successes to improve performance Act as ambassadors for their directorate and the Trust Be aware of the impact of their own behaviour on others Be discreet and aware of issues requiring confidentiality We actively encourage our teams to value and recognise the ideas and contributions of all team members. To e ncourage their team to achieve work/personal life balance. To Lead by example, setting high standards and delivering a 5* service to everyone Detailed job description and main responsibilities To welcome and accurately register patients into the clinic whilst maintaining an excellent level of customer service. Maintain systems and processes to ensure that patient information/data is available at the right time and that they are complete and accurate according to the clinic patient administration system. To assist with the booking, scheduling of private patients and to liaise with relevant multidisciplinary healthcare professionals to ensure a smooth patient journey is carried out. To work to specified deadlines and have the ability to work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team. Monitor the facility to ensure that it remains clean , tidy ,safe well-maintained meeting environmental, health, and security standards and complying with government regulations. Assist your line manager with investigating complaints in conjunction with the general Manager. Assist your line manager in ensuring the department is efficiently and effectively managed at all times and deputise in her/his absence when necessary. To liaise with insurance companies, embassies and other third parties on status of current outpatients and ensure that funding is always relevant to current outpatient episode. To collect funding for private self funding outpatients for consultations and hospital tests prior to these tests being carried out and be responsible for the clarification of payment method. Handles the cash float during the shift if necessary - ensuring that all transactions balance when cashing out at the end of the shift. Working within flexible rosters, designed to achieve the most effective use of staff to meet the needs of our patients, consultants and assist with staff cover in times of vacancies, annual leave and sickness. Ensure all patient feedback forms are collected on a daily basis. Order stationery and expedite non –stock requisition orders to various deadlines. Organise and maintain the office and filling system and file documents electronically within various folders. Person specification Education & Qualifications Essential criteria Excellent level of English language demonstrated through effective written and verbal communication skills Experience Essential criteria Experienced in EPIC Able to balance competing priorities, using experience and initiative to meet personal targets within a busy workload Experience in sales/bookings Ability to work with people Ability to work as part of a team as well as on own initiative Desirable criteria Experience of working within a private patient unit Knowledge Essential criteria Good numeracy and competent working with spreadsheets Excellent customer service skills 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 Gerri Hamer Job title General Manager, Private Patients Harefield Email address [email protected] Telephone number 0797 3824893