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 To deliver a gold standard front of house reception service. To provide a professional and high standard of customer care with responsibility for the meeting and greeting of patients and visitors. 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 clinics and bed management, organisation of tests. To manage the provision of a high-quality invoicing/financial administration service, to include quoting for services, raising and issuing of invoices, and the collection of hospital and consultant fees. To be the main point of contact for private patient enquires, liaising with patients and third parties as appropriate. To play a major role in the continuous development of the Trust as a member of the Private Patient team and as a member of a range of Trust quality/process improvement project groups. Main duties of the job To act as first point of contact for private patients, Consultants, third parties and members of the public seeking information and support from the private patient department and hospital. The post holder must be able to triage the calls appropriately, as well as deal sympathetically with people who may be distressed or angry. Provide an agreed level of general and clinical information relating to tests, investigations and financial enquiries for example procedure costing, payment and invoices. Use judgment to know when to refer to the clinical team. To ensure that all Private Patients are financially cleared and preauthorized prior to admission. To ensure that all Private Patients read, understand and sign an ‘agreement to pay’ form. To be familiar with all third-party agreements in order to invoice patients correctly. Responsible for taking payments, issuing receipts and keeping records for banking and audit purposes. To admit private patients, adult and paediatric, ensuring they are familiar with relevant Trust policies and procedures, private patient charges and ward routine. To liaise closely with the nursing staff, ward clerks and bed co-ordinators on the paediatric wards, to build and maintain good relations and a high level of communication. In addition to this the post holder will also introduce processes in order to ensure the admission of private paediatric patients is managed efficiently and professionally. Working for our organisation 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 Detailed job description and main responsibilities To act as first point of contact for private patients, Consultants, third parties and members of the public seeking information and support from the private patient department and hospital. The post holder must be able to triage the calls appropriately, as well as deal sympathetically with people who may be distressed or angry. Provide an agreed level of general and clinical information relating to tests, investigations and financial enquiries for example procedure costing, payment and invoices. Use judgment to know when to refer to the clinical team. To ensure that all Private Patients are financially cleared and preauthorized prior to admission. To ensure that all Private Patients read, understand and sign an ‘agreement to pay’ form. To be familiar with all third-party agreements in order to invoice patients correctly. Responsible for taking payments, issuing receipts and keeping records for banking and audit purposes. To admit private patients, adult and paediatric, ensuring they are familiar with relevant Trust policies and procedures, private patient charges and ward routine. To liaise closely with the nursing staff, ward clerks and bed co-ordinators on the paediatric wards, to build and maintain good relations and a high level of communication. In addition to this the post holder will also introduce processes in order to ensure the admission of private paediatric patients is managed efficiently and professionally. To be responsible for data collection with regards paediatric bed occupancy, paediatric surgery and cardiology cancellation To attend daily departmental planning meetings in order to be prepared Provide a high-quality information service to all private patients, both preadmission and during their stay. e.g. provide information on local hotel facilities, send patient information leaflets, advise on transport arrangements, financial arrangements etc. The post holder has responsibility for checking the accuracy of Trust literature, ensuring it is up to date and of high quality. The post holder will have the ability to work independently using own initiative when dealing with customer’s enquiries. To provide an accurate daily bed status of Private Patients, to all relevant users and departments ensuring that all Private Patients are identified. To schedule of certain tests/procedures to be undertaken by patients and ensuring that the required supervision from appropriate medical staff is obtained. To the process of loan and return of non-invasive cardiac devices is always adhered to, escalating action as required. To provide administrative cover within private patient department, as and when required. To work with management to streamline and improve the financial and operational service for Private Patients. To manage the financial arrangements for self-funding patients on admission. To issue receipts to patients for accounts paid and to arrange refunds for patients as necessary. To be responsible for the recording, and reconciling, of the department’s monetary income on a daily basis, and banking in line with departmental procedures. To be responsible for the balancing and recording of the credit card machine daily. To ensure that all enquiries are logged and addressed in an appropriate and timely manner. To be familiar with the pricing policy for private patients in order to be able to supply correct information to all enquirers and give realistic quotes for treatment. To be responsible for compiling an accurate summary of activity and checking patient’s treatment to ensure all costs are captured, daily. To provide a high standard of administrative support to the Private Patients department. To adhere to the private patient policy and procedures, as amended from time to time. Be familiar with contract clauses ensuring purchasers are informed of current patient status as per contract agreements. Person specification EXPERIENCE & KNOWLEDGE Essential criteria Experience of working in a Private healthcare environment with direct Patient contact Desirable criteria Experience of using Compucare 8, EPIC EDUCATION & QUALIFICATIONS Essential criteria Educated to A ‘level standard or equivalent Desirable criteria Qualification in accounting / cashiering SKILLS & ABILITIES Essential criteria Computer literate and competent in word and excel Desirable criteria Able to work out quotes and raise invoices 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 Fred Sendaula Job title Private Patients General Manager Email address [email protected] Telephone number 02073518466