Overseas Visitor Officer

Job overview

The Overseas Visitors Officer is responsible for ensuring the Trust complies with Department of Health and Social Care (DHSC) Overseas Visitor Regulations by accurately identifying patients who are not ordinarily resident in the UK and determining their eligibility for NHS-funded care. Acting as a subject-matter expert, the postholder conducts sensitive patient interviews, reviews immigration and residency evidence, liaises with internal and external stakeholders, and applies Trust policy with a high degree of autonomy.

The role plays a critical part in maximising income recovery by ensuring correct charging, timely invoicing, and effective debt recovery for overseas patients, while maintaining a compassionate, professional approach to patient care. The postholder provides advice and guidance to clinical and corporate teams, supports financial processes, supervises junior staff, and deputises for management when required.

This role requires strong knowledge of regulations, excellent communication skills, attention to detail, and the ability to work independently in a complex and often emotionally challenging healthcare environment, always upholding Trust policies, confidentiality, and a high standard of patient experience.

Please note: Some roles may require weekend shifts at multiple sites.

Main duties of the job

The postholder acts as a key point of contact for Trust staff, providing specialist advice on the application of DHSC guidelines and Trust policy relating to Overseas Visitors. Working with a high level of autonomy, the role focuses on identifying patients who may not be ordinarily resident in the UK and determining their eligibility for NHS treatment and charging.

This includes proactively reviewing hospital systems, outpatient referrals, GP letters, and patient pathways to identify potential overseas visitors early. The postholder conducts patient interviews, reviews documentation (including visas), and liaises with external agencies such as the Home Office to establish status.

Accurate record-keeping is essential, ensuring all decisions and supporting evidence are documented to meet audit and compliance requirements. The postholder communicates outcomes sensitively to patients and relatives, including advising on treatment costs and charging status.

The role supports income generation through raising cost estimates and invoices with clinical teams, securing deposits where required, and ensuring timely billing and payment collection. It also involves liaising with insurance companies and supporting debt recovery alongside the Accounts Receivable team.

In addition, the postholder contributes to service development by supporting the creation and update of procedures and guidance to improve identification and management of Overseas Visitors across the Trust.

Detailed job description and main responsibilities

Current Knowledge of Regulations

• To understand the laws, regulations and guidelines regarding Overseas Visitors, keeping up to date with all changes from the DHSC. Abide by and apply Trust Overseas Visitors’ Policy.
• To act as a point of contact for Trust staff members and advise them on the application of the DHSC guidelines regarding Overseas Visitors.
• To act with a considerable degree of autonomy in applying the DHSC guidelines and Trust Policy and applying them accurately to Trust Overseas Visitors.
• To ensure that the Overseas Visitors Office has a high profile throughout the Trust, to support accurate patient identification and billing.
• To assist with the development and updating of procedures, documents and hand-outs for staff to follow in the identification of Overseas Visitors.

Patient Identification Processes

• To run checks daily on hospital computer systems and hospital departments to identify potential overseas visitors, including monitoring outpatient referral letters for potential overseas visitors.
• To review GP referral letters for outpatient appointments, sending patient letters to check on their status and checking referrals to A&E from any outpatient clinic.
• To ensure that patients who are not “ordinarily resident” in the UK are identified in accordance with the DHSC Overseas Visitors Regulations.
• To interview patients and determine if patients who are not “ordinarily resident” are exempt or liable to charges for their treatment
• To review documents and visa status liaising with external agencies (eg: Home Office) regarding the status of patients, as necessary.
• To keep precise and meticulous records of interviews and documents obtained to confirm status.
• To maintain comprehensive computerised and manual records of transactions processed including all relevant correspondence and patient data.

Finance

• Following interview and determination of eligibility, to provide appropriate advice to patients and relatives regarding their status and costs of treatment.
• To liaise with Insurance Companies concerning patient details, obtaining a letter of guarantee and providing medical reports as required.
• To raise estimated costs of treatment and invoices in conjunction with clinical team input and clinical coding advice and deliver to patients and/or their relatives.
• Secure deposits/payments for treatment before Overseas Visitors are discharged
• To ensure that the necessary detailed information is obtained for accurate billing. To ensure that bills are raised in a timely fashion and that due income is collected as rapidly as possible.
• To regularly handle and process cash, cheques and money transfers in line with the Trust’s policies and procedures.
• To support the Accounts Receivable Team to ensure overseas debt is recovered in a timely manner, providing advice on case history when required and arranging and attending meetings to resolve outstanding debts.

Key working relationships

• Overseas Visitors Manager
• Overseas Visitors Officers
• Trust Clinical Teams & Front Line Staff
• Trust Corporate Teams – eg. Finance, Accounts, Clinical Coding, Medical Records, Private Patients, etc.
• External Agencies – eg. Home Office, DHSC, NHSBA, Insurance Companies, etc.