Customer Care Administrator/Inpatient Support

Guy's and St Thomas' NHS Foundation Trust; Southampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading NHS Foundation Trust is seeking a dedicated post holder to manage private patients and lead a customer care team. This role involves delivering exceptional service, coordinating appointments, and ensuring compliance with clinical standards. The ideal candidate will possess strong communication skills and a commitment to service excellence.

Qualifications

• Excellent communicator committed to service excellence.
• Experience in managing private patient services.
• Knowledge of clerical and financial processes.

Responsibilities

• Manage private patient appointments and bookings.
• Lead a small team in outpatient and inpatient settings.
• Ensure compliance with clinical governance standards.

Skills

Communication

Team Leadership

Empathy

Tools

Epic

Compucare

Job description

This post holder is essential in managing private patients, leading by example with a focus on impact assessments, quality improvements, resolution management, and coaching. An excellent communicator who is positive and committed to service excellence, capable of leading a team to achieve service change effectively to meet departmental and Trust strategic objectives.

Working with a passionate customer care team dedicated to delivering a 5-star service, the post holder will act as the first point of contact for private patients, consultants, third parties, and the public seeking information and support from the private patient department and hospital. The role requires appropriate call triage and empathetic handling of distressed or angry individuals.

As part of the private patient administrative team, the post holder is expected to work collaboratively, supporting colleagues flexibly and contributing to departmental development. Compliance with clinical governance standards and participation in inspections by statutory bodies like the CQC are required.

The post holder will deliver first-class service to all patients, consultants, third parties, and the public, managing calls appropriately and possessing knowledge of clerical and financial processes to coordinate effectively with the private patient administrative and finance teams.

Responsibilities include booking appointments and tests using Epic and Compucare, assisting in the daily operations of private outpatient and inpatient services, and managing private patient appointments in Harefield and across the Trust.

This role involves leading a small team in outpatient and inpatient settings, working collaboratively to deliver a consistent, professional 5-star service, and exceeding expectations at all times.

For further details or informal visits, contact:

• Name: Gerri Hamer
• Job title: PP General Manager, Harefield Hospital
• Email: [e-mail]
• Telephone: [phone]