Location
London

Hours
Full Time (hours not specified)

Salary
£45,356 per annum

About the Role
Guy’s and St Thomas’ NHS Foundation Trust is one of the UK’s busiest and most successful NHS trusts, providing a wide range of hospital and community services across south London and specialist care nationally. The Trust is renowned for clinical excellence, teaching, and research, and is part of King’s Health Partners academic health sciences centre.

We are recruiting a Private Patients Customer Service Officer within Finance / Financial Operations, reporting to the Deputy Billing and Operations Manager. This role is key in delivering a high standard of customer service to private patients, ensuring accurate charge capture and invoice creation, and supporting senior management with statistical reporting.

The post holder will be the first point of contact for private patients, consultants, embassies, health insurance companies, and other third parties, providing information, managing admissions, and ensuring financial clearance and pre-authorisation. You will liaise closely with wards, nursing staff, credit control, and finance teams to optimise revenue and maintain excellent communication and service standards.

Responsibilities include managing administrative services for the private patient team, participating in quality and process improvement projects, handling complex and sensitive communications, and maintaining accurate patient records using systems such as EPIC and Compucare. You will also be responsible for stock management, training new staff, and ensuring compliance with Trust policies and procedures.

The role requires excellent interpersonal and negotiation skills to resolve invoice queries and ensure payments, as well as the ability to work independently and as part of a team in a high-pressure environment.

Guy’s and St Thomas’ is committed to equality, diversity, and inclusion, supporting flexible working arrangements and personal development for all staff.

Experience
- Good experience or understanding of working in a high-pressure office environment
- Experience in finance support or equivalent transferable experience
- Experience of working in an environment with direct customer contact
- Desirable: Experience working within a hospital environment with private patient contact
- Desirable: Experience of raising private healthcare invoices

About you
- Numerate, accurate, and methodical
- Proficient IT skills including Word, Excel, and Outlook
- Excellent written and verbal communication skills with a high degree of customer care
- Ability to work under pressure, prioritise effectively, and manage a varied workload to deadlines
- Ability to work effectively as part of a team
- Highly organised with excellent attention to detail
- Initiative to deal with all situations independently
- Desirable: Experience using Compucare software

Qualifications
- Degree or equivalent experience
- Engaged in continuous personal development and training