Customer Care Administrator - Cross Rotational - Wimpole Street

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.

Working for our organisation
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 77-79 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.
+ Outpatient services for both adult and paediatric patients., · To welcome all patients and their family members into the Clinic by making them feel comfortable and anticipating and attending to their needs.
· Arriving and scheduling patients on the required computer systems; EPIC.
· 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.
· Contact insurance providers to obtain authorisation for procedures prior to them being performed.
· To invoice private self-funding outpatients for consultations and hospital tests received and be responsible for the clarification of payment method and, collection of payment on the day, accurately recording this on the billing system; Compucare.
· Send post clinic information to requesting doctors/ secretaries.
· Send IEP requests for patients to receive images.
· 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 & Outpatient clinical services 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.
Guy's and St Thomas' celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study's at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership.
Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.
As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.
Flexible working
We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual's personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process.
Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.
Please apply for this post by clicking "Apply Online Now."

NHS AfC: Band 5
Guy's and St Thomas' is among the UK's busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy's is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary's Hospital in Sidcup. St Thomas' has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children's Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy's and St Thomas' NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King's Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King's College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of 'good'. Our adult community services achieved a rating of 'outstanding'.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.

Working Hours - 37.5 hours per week (7.5 hours days)
Monday - Friday
8am - 9pm
Saturday
8am - 5pm