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 be based on the front reception and will be the second in command to the Customer Service Lead. The post holder will have a wide range of administrative responsibilities, providing 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; · Vision and Values of the Private Patient Directorate. Guys and St Thomas’s NHS Foundation Trust Policies and Protocols Core Behaviours of Our Staff As part of the Private Patient administration 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 smooth running of the clinic. This includes assisting with other administrative departments within private patients, working within those departments when required. Main duties of the job The purpose of the Senior Customer Care Administrator post is to ensure an efficient administration service runs within the department, and gold standard customer service is provided to all service users. The post holder will be expected to oversee to the day to day tasks of the Customer care team within a fast-paced front of house environment. The post holder must be pro-active with the ability to delegate in order to meet deadlines and ensuring all departmental trackers are updated. The post holder will be responsible for compiling departmental reports and attending weekly meetings to update their line manager. Working for our organisation Our Trust values: As part of Guy’s and St Thomas’, our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values. The post holder will: Put patients first: ‘What would I want for my family?’ Take pride in what we do: ‘Am I doing my very best?’ Respect others: ‘What would it be like if I was in your shoes?’ Strive to be the best: ‘How could we do it better?’ Act with integrity: ‘Am I doing the right thing? Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action. 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. · Arriving patients on the required computer system; Epic · Assist with a shared email inbox, actioning clinic/ room booking requests, patient bookings, patient registrations, finance issues and all other queries. · Clinic confirmations; Contacting secretaries/ Consultants to request clinic lists for the following day, includes sending email reminders to Consultants we book for. · Telephone queries, internal and external calls. · Obtaining full insurance details from patients when attending for billing purposes, and if applicable, confirming the details with the insurance companies (procedure patients only) · To invoice private self-funding outpatients for consultations and hospital tests and be responsible for the clarification of payment method using the required system Compucare, taking payment on the day as per departmental processes. · Send post clinic information to requesting Doctor’s/ secretaries. · Complete required clinic preparation for the following day; Diagnostic and ATP prep. · Cash handling – Managing till float, ensuring that all transactions balance when cashing out and at the end of the shift. Includes end of week cash banking. · Complete daily Card Z-Totals as per the standard operating procedure. · To work to specified deadlines and can work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team. · Action IEP requests · End of week cash/ cheque counting summary · Ensure departmental trackers are updated daily. · Monitor the facility to ensure that it remains clean, tidy, safe, well-maintained and meets environmental, health, and security standards and complies 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 always efficiently and effectively managed. Person specification People skills Essential criteria Interpersonal skills Ability to delegate Desirable criteria Working within a team Education & Qualifications Essential criteria Good level of English language demonstrated through effective written and verbal communication skills Experience and knowledge Essential criteria Private patient experience Administration experience within an Outpatient hospital setting 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 This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service. Further details / informal visits contact Name Gina White Job title Operations and Customer Service Manager Email address [email protected] Telephone number 02073518101