Private Care Contact Centre Manager

Job overview

The Private Care Contact Centre Team provides a single point of enquiry and access to prospective private patients seeking advice and information regarding private treatment at the Royal Marsden NHS Foundation Trust.  The team deals with many patients’ first point of contact with the Trust and it is important that this contact sets the high standards of customer service that the patient would expect from private care.   In addition, the team process referrals for all private patients and take payments for initial consultations.

Main duties of the job

The postholder will play a pivotal role in working closely with clinicians to ensure the seamless delivery of care for private patients.  In addition, they will collaborate with the Assistant Service Manager, Marketing and Communications Team, Accounts Team, International team, support staff, and key administrators to maintain an effectively supervised service pathway.  The postholder will also take responsibility for all key administrative processes and standards relevant to Private Care, ensuring the efficient management of each patient’s experience during their visit to the Marsden.

Detailed job description and main responsibilities

For further information please refer to the Job Description & Person Specification

• To ensure the establishment and maintenance of good relationships and communication throughout the Division, with the wider Trust, and externally with Patients and Insurers, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
• Lead on the strategic development and operational delivery of services within the Private Care Contact Centre.  Drive innovation and improvement initiatives to enhance and patient experience, ensuring alignment with organisational objectives, clinical governance standards and financial targets.  Collaborate with multidisciplinary teams to design, implement and evaluate service models that optimise efficiency and patient experience.
• Have a good understanding of the private care referral pathway and competitive offerings within the private healthcare market.
• Day-to-day management of the Private Care Contact Centre Team, ensuring that staffing matches demand.
• To act as the first point of contact for complex queries and to provide the relevant information, support and advice to new and prospective patients and sponsors which promotes the Trust’s mission, services, cancer treatment and care and provides guidance as to the specialism of consultants within the Trust.
• Provide expert guidance to consultants on the direct booking service and take ownership of its ongoing enhancement, driving innovation and efficiency to improve patient access and experience.