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Job description

Customer Care Administrator- Cross Rotational (Maternity Cover)

Working Hours – 37.5 hours per week
Monday - Friday
8am – 9pm
Saturday
8am – 5pm

This position will be cross rotational, working between the Customer Care team and the Patient Journey Coordinator teams. It will have a wide range of administrative responsibilities and will provide a first point of contact for all patients, consultants and third parties ensuring first-class customer service is delivered in a professional, friendly, helpful, calm and efficient manner. The post holder has the responsibility to introduce process to ensure a patient’s journey is smooth and efficient and 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.
• Royal Brompton & Harefield Hospitals (Part of the Guy’s and St Thomas’ NHS Foundation Trust) Policies and Protocols
• Core Behaviours of Our Staff

As part of the Private Patient administrative 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 development of the facility and the smooth running of the clinic. This includes assisting with other administrative departments within private patients, working within those departments when required.

On 1st February 2021 the Royal Brompton and Harefield Hospitals became part of Guy’s and St Thomas’ NHS Foundation Trust – a truly once-in a generation development. Together, we are taking our first steps towards our vision of creating a brand-new centre of excellence, which will be the global leader in the research into and treatment of heart and lung disease in patients from pre-birth to old age. We are developing some exciting plans and we want you to join us – so come and help to change the shape of healthcare for our heart and lung patients world-wide.

Royal Brompton & Harefield Hospitals Specialist Care is our private patients unit, comprising:

• private outpatients clinics with state-of-the-art consulting rooms
• fully equipped private inpatient wards with their own high dependency units, equipped to intensive care standards.

This post will be based at our outpatients and diagnostic centre for private patients at 77 Wimpole Street in the Harley Street area. The services offered at this facility include:

• an inherited cardiac conditions clinic
• a heart screening clinic
• advanced diagnostic imaging
• cardiac PET imaging with rubidium.

Main tasks & responsibilities:

• To welcome all patients and their family members into the Clinic by making them feel comfortable and anticipating and attending to their needs.
• Arriving patients on the required computer systems; RIS and Compucare.
• Assist with a shared email inbox, actioning clinic/ room booking requests, patient bookings, finance queries and all other enquiries.
• 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.
• To invoice private self-funding outpatients for consultations and hospital tests received and be responsible for the clarification of payment method and, if appropriate, collection of payment on the day.
• Send post clinic information to requesting doctors/ secretaries
• Complete required clinic preparation for the following day; Diagnostic and ATP prep and preparing clinic notes for consultants.
• Cash handling – Managing till float, ensuring that all transactions balance when cashing out at the end of a shift. Includes end of week banking.
• Complete daily Card Z-Totals as per the standard operating procedure.
• Order stationary and expedite non-stock requisition orders to various deadlines.
• To assist with safely transporting patients to vary area within the Clinic
• Accurately register patients into the clinic whilst maintaining an excellent level of customer service.
• To assist and coordinate patients journey through exceptional communication and customer service with patients and their visitors, technologists, physicians, and other team members to ensure everything runs smoothly.
• To ensure that the patient has a clear understanding of when and where their next appointment is due and what to do in the event of any questions.

To be highly organized and self-motivated, and to ensure that everything is running smoothly

• Assisting in administering preliminary and post exam instructions and answering non-medical questions.
• Entering accurate patient, physician information into the trust IT system when required.
• Takes an active role in monitoring patient flow and communicating delays to patients and providers.
• To provide a high-quality information service to all private patients, e.g. provide information on local hotel facilities; send patient information leaflets, advice on transport arrangements, financial arrangements etc.
• Assists with billing charge entry and reconciliation and to invoice private self-funding outpatients for consultations and hospital tests received as required
• Performs other similar and related duties as required or directed.
• 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.
• To assist with the booking, scheduling of private patients and to liaise with relevant multidisciplinary healthcare professionals to ensure a smooth patient journey is carried out.
• To work to specified deadlines and have the ability to work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team.
• Monitor the facility to ensure that it remains clean, tidy, safe well-maintained meeting environmental, health, and security standards and complying with government regulations.
• Assist your line manager with investigating complaints in conjunction with the Head of Nursing & Outpatients and the General Manager.
• Assist your line manager in ensuring the department is efficiently and effectively managed at all times and deputise in her/his absence when necessary.
• Working within flexible rosters, designed to achieve the most effective use of staff to meet the needs of our patients, consultants and assist with staff cover in times of vacancies, annual leave and sickness.
• Ensure all patient feedback forms are collected on a daily basis.
• Organise and maintain the office and filling system and file documents electronically within various folders.

Communication

To attend daily departmental planning meetings in order to be prepared

• Receive and relay information correctly and promptly wherever necessary.
• Maintain effective channels of communication with members of the multidisciplinary team.
• To advise the clinical staff when financial formalities have been completed so that relevant tests can be carried out.
• To demonstrate politeness, courtesy and sensitivity in dealing with patients/clients, visitors/relatives and colleagues, maintaining good customer relations, recognising their needs for alternative methods of communication.
• Promote and abide by the private patient gold standard of customer care and measure outcomes.
• Actively participate in outpatient meetings and contribute to team development of collaborate approaches to achieve objectives.
• Attend other multidisciplinary meetings, committee or forum if required.
• Ensure consultants and their secretaries who use the private patient’s service receive helpful responses to their requests for information.
• Be aware of the need for confidentiality both in the written and spoken word.

People Management:

• Complete your own induction and participate in the induction of new staff, acting as mentor to administrator assistant and recording their progress.
• Organising own time and take responsibility for duties delegated by your line manager.
• Lead by example to promote a happy, helpful, professional and respectful working environment.

Information Management:

• Know how to enter and process data using accurate entry in order to ensure easy and accurate information retrieval for monitoring, financial and audit processes.
• To produce private outpatient accounts ensuring all details are correctly identified and coded on the Trust Finance system and be competent in using Compucare billing system and banking in line with departmental procedures.
• To collect information required for statistical analysis and provide progress update as required.
• Use data, which will contribute to the improvement the outpatient services.
• To accurately file referrals and supporting documentation as appropriate.

Resource Management:

• To work together with the Private Patient team to ensure effective, use of resources for example flexible rostering.
• Demonstrate a problem solving approach and suggest potential solutions.
• Effectively plan and organise own daily workload through careful use of office equipment and working within the team.

Service Development:

• In conjunction with the team, contribute to the development and maintenance of a positive learning environment for colleagues, patients and visitors.
• To participate in team discussions on business planning and service development.

Other duties

• This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive.
• The post holder will have a flexible approach working collaboratively with the team to promote our services internationally which may include travel.
• It will be subject to regular review and amendment as necessary in consultation with the post holder.
• To undertake any other duties commensurate with the grade as requested.