Private Care Coordinator

Job overview

This is an exciting opportunity to join our growing and successful Private Care Division within Europe’s largest cancer centre and to provide the highest standards of support to our patients.

This position provides a vital role in ensuring the financial pathway for private patients is effectively managed, from patient registration to guaranteeing funding for a range of medical and surgical treatment and inpatient admissions.  This position is a customer-facing role based at Sutton working 37.5 hours per week operating across core hours between 0800-1800 Monday to Friday.

The successful candidate will be a versatile, lateral thinker with an eye for detail and excellent customer service skills. They will put the patient first and be a confident communicator, comfortable in dealing with people at all levels in a polite, empathetic and professional manner. They will be customer-focussed, energetic, resilient, able to demonstrate initiative as well as prioritise a busy workload, and have a good understanding of the Private Care offer within the Royal Marsden NHS Foundation Trust structure

Interviews are scheduled to be held at RMH Sutton

Main duties of the job

• Put patients first – consider patients’ needs and wishes in all that they do
• Take pride in what they do – strive for highest standards in their own work and challenge colleagues to do the same.
• Strive to be the best – in terms of patient care and teamwork.
• Act with integrity – maintain the privacy and dignity of patients, work with integrity, be trustworthy and be accountable for own work
• Respect others – patients, visitors and colleagues.  Actively give and receive feedback.

The post holder will be required to work as part of the Private Care Accounts Team delivering the highest level of customer service to both patients and consultants. The Private Care Coordinator will manage the registration and administration process with a focus on minimising the risk of debt and work in accordance to the hospitals policies and procedures and all relevant legislation.

Detailed job description and main responsibilities

For further information please refer to the job description and personal specification

• To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
• Welcome patients and their families in a friendly and calm manner; accurately registering their details.
• Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
• The Private Care Coordinator role is patient-facing, responsible for coordinating the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information. The post holder will assist with the day to day management of requests for Change of Status between Private and NHS care and ensure that accurate and timely cost information is provided for Additional Private Care and funding secured.
• The post holder will be required to be flexible and cross cover within the administration functions to support the service requirements in our other locations.
• The post holder will ensure that all patient activity is appropriately recorded on the electronic patient record on the Private Care billing system and that funds/authorisation or guarantees have been secured prior to the commencement of all treatment.
• The post holder will work effectively as a team, working with colleagues and departments across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate. The Private Care Coordinator will ensure all aspects of their roles and responsibilities are carried out in line with the division’s standard operating procedures and Trust-wide policies.