Senior Overseas Patient Access Officer

Job overview

This post will be part of the growing Overseas Patients Department within UHCW. Nationally, NHS Trusts have a legal obligation to identify and charge  overseas patients in line with the National Health Service (Charges to Overseas Visitors) Regulations.

Formed 7 years ago, UHCW has a well established overseas department, with European Health Insurance Card capture frequently appearing in the top 10 of all Trusts nationally.

Following, a number of years of success, the department is looking to expand, both to cover seven day working and to expand capacity to assist patients in understanding their eligibility for NHS treatment.

Working within an established team, this post is key to assisting patients in identifying their eligibility for NHS treatment. By doing so, they will be assisting the NHS to maximise income from patients, insurance companies and foreign governments, allowing these funds to be allocated to improving patient care.

Please be advised that sponsorship is not eligible for this post.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Main duties of the job

The officer will independently assist patients in identifying their eligibility for free NHS Treatment. Where chargeable, the officer will raise an estimated invoice to the patient and describe the Trusts invoicing process to the patient, ensuring that the patient is aware that urgent treatment will never be denied or withheld regardless of the patient’s ability to pay.

The officer will collect the debt from the patient and if they are unable to pay in one payment, will explain the processes for partial payment and potential implications this may have.

The officer will be the first point of contact for Overseas and Private Patients, their relatives, Home Office, relevant Health Boards, Insurance providers and Trust staff in obtaining relevant documents regarding patient NHS eligibility and medical treatment costs. The officer will also collect evidence to support all exemptions and keep detailed records of all communication with stakeholders.

Detailed job description and main responsibilities

• To be an expert in all matters regarding the Overseas Visitor Charging Regulations and applicable laws, keeping up to date with changes to relevant guidance, laws and regulations.
• To act as the first point of contact for liaising with Overseas and Private Patients, their relatives, Home Office, relevant Health Boards, Insurance providers in obtaining relevant documents required about their NHS eligibility and medical treatment costs.
• To be able to make judgements regarding a patient’s eligibility for free treatment, and inform patients of their eligibility status. To be able to recognise when a case becomes complex enough to be referred to an Overseas Visitor Manager. This will require contacting them by writing letters, by phone, e-mail and in person. Take action as necessary liaising with others as appropriate.
• To deliver potentially life changing news to patients, delivering invoices up to £100,000 to patients for patient treatment, some of which may have been necessary to save their life.
• Ensure all enquiries are effectively managed and successfully resolved within a prompt timescale ensuring all relevant personnel are informed as necessary and an appropriate record is maintained. Liaising and effectively communicating at all levels using written, oral and electronic methods. Using tact and sensitivity to deal with difficult issues as required.
• To take deposits for patient treatment (where clinically and financially appropriate) at the point of interview. Ensure staff members arrange instalment plans after liaising with the credit control departments. Ensure that debtors facing financial hardship are identified and verified efficiently and effectively, and ensure Trust policies designed to protect such patients are adhered to.
• To obtain European Health Insurance Card (EHIC)/Provisional Replacement Certificate data from patient who live in European Union Countries.
• To ensure, wherever possible, that all documentation is up-to-date, obtained in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
• To accurately process Stage 1 and Stage 2 interview documents.
• To liaise with Overseas and PP Managers for chasing up relevant ID documents from patients and process them accurately on the Trusts systems.
• The assist the Overseas and Private Patient Team for all types of admin/reception and phone calls.
• To maintain an effective working relationship with the Patient Access, Finance and Credit Control Departments.
• To ensure that all Overseas and PP relevant documents are processed appropriately and supporting information and that queries are logged and answered promptly.
• To maintain the Overseas and Private Patient files, Computer Records, Invoicing Tracker on a day to day basis and ensure deadlines are met accurately.
• Ensure all correspondences with the Patients, their relatives, Insurance Providers, Home Office, Department of Health and all relevant external organisations are done correctly to obtain relevant documents and information within the deadlines.
• To assist Associate Overseas and Private Patient Managers and other Overseas and Private Patient Team members on a day to day basis.
• To have a working knowledge of iPM, CRRS, Spine, MS Office, Excel, Outlook and Finance.
• To assist with the implementation and maintenance of an efficient office management/admin system/procedures to enable the Department to optimise their services. This will require: Excellent customer service skills, effective time management; arranging meetings; minutes taking, preparation of correspondence and reports; establishing and maintaining efficient manual and electronic correspondence and documentation management systems; ensuring office equipment and stationery levels are maintained, processing orders as required.
• Monitoring and assisting with the investigation of complaints in line with Trust guidelines, policies and procedures, instigating any immediate action required for reasons of health, safety and security.
• Dealing with constant interruptions and occasional verbal aggression from service users in a professional manner.
• Maintaining an effective working relationship with other individuals in the Trust, ensuring that work is carried out efficiently, to a high standard, to deliver a professional service focused on achieving a high level of customer satisfaction.
• To undertake any other duties as required which are consistent with the grade and nature of the post.
• To deputise for senior staff members where appropriate.
• In house training will be available for the post-holder which ranges from practical implementation of the guidance to  protecting the financially vulnerable and ensuring equality within the departmental operations.
• The post holder will need to be highly numerate and be able to effectively communicate with patients.

For further details of the role please see the attached job description.