Patient Access Leader

HCA Healthcare; Birmingham; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private Healthcare Insurance

Private pension contribution

Cycle to Work scheme

Group Life Assurance

Disability/Wellbeing benefits

Job summary

The Harborne Hospital seeks a Patient Access Leader to manage the patient access team at Birmingham's Harborne site. This permanent, full-time role (37.5 hrs/week, Mon-Fri, potential Saturdays) leads a high-volume department, ensuring a five-star patient experience and smooth patient pathways in a private healthcare setting.

You will oversee staff development, address complaints, and collaborate with revenue cycle teams, driving exceptional service and compliance with HCA policies.

Qualifications

• Management/supervisory experience.
• Problem solving ability including patient and consultant complaints.
• Excellent customer care skills.
• Computer literacy including Microsoft Office - Excel.
• Excellent verbal and written communication skills.

Responsibilities

• Lead day-to-day operations of a high-volume, pressurized environment.
• Ensure 5* service for internal and external stakeholders.
• Manage patient pathways to keep the service running smoothly.
• Provide effective leadership and role-model professional conduct.
• Ensure the team greet patients and visitors professionally and warmly.
• Oversee staff appraisals and development plans.
• Escalate patient complaints promptly to the Patient Access Manager.
• Ensure compliance with HCA policies and procedures.
• Collaborate with facility staff, revenue cycle teams and third parties.

Skills

Management/supervisory experience

Problem solving

Customer care

Communication skills

Tools

Excel

Job description

Patient Access Leader

Birmingham: The Harborne Hospital

Full-time, 37.5 hours per week, Monday to Friday (availability to occasionally work Saturdays if required due to business needs)

Shifts: various between 6.30am - 8pm (Flexibility & availability required to cover these hours)

Permanent contract

We’re looking for a Patient Access Leader to join our Patient Access team based at The Harborne Hospital .

This is your opportunity to become a vital part of the UK’s largest private healthcare provider by joining our Patient Access department. You will play a vital role in delivering a high-quality service to our patients.

Your duties as a Patient Access Leader will be responsible for the management of the facilities Patient Access team; providing a comprehensive range of administrative services to patients, consultants and other third parties. The PAL supports the Patient Access Manager in the effective leadership, direction and evaluation of the Patient Access Service.

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in Patient Access, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.

What you’ll do:

• Responsible for the leadership, direction and management of the day-to-day operational aspects of a high volume and pressurized environment.

• Ensure a 5* service is provided by our patient access team to all internal and external stakeholders.

• Manage patient pathways to ensure patient access service runs smoothly.

• Provide effective leadership and demonstrate exemplary remodeling to ensure a seamless patient pathway.

• Ensure that the Patient Access Team greet all patients and visitors with a friendly and professional demeanour, providing an exceptional welcome experience.

• Management of staff appraisals and professional development plans

• To act as the point of escalation for Patient Complaints ensuring complaints relating to service are dealt with timely and professionally and any corrective action are undertaken or escalated immediately to the PAM

• Comply with all HCA policies and procedures, and support the Patient Access Manager to ensure the team are fully compliant.

• Work collaboratively and effectively with all facility staff, revenue cycle teams and third party sponsors.

What you’ll bring:

• Management/supervisory experience

• Problem solving ability including patient and consultant complaints

• Excellent customer care skills.

• Computer literacy including Microsoft Office - Excel.

• Excellent verbal and written communication skills.

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Patient Access Leader, you’ll be eligible for:

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you.

• Private Healthcare Insurance for treatment at our leading hospitals.

• Private pension contribution which increases with length of service.

• Season Ticket Loan and Cycle to Work scheme.

• Group Life Assurance from day one.

• Critical illness cover.

• Enhanced Maternity and Paternity pay.

• Corporate staff discount for all facilities including Maternity packages at The Portland.

• Comprehensive range of flexible health, protection and lifestyle benefits to suit you.

• Discounts with over 800 major retailers.

Culture and values

Unique and Individual: We recognise and value everyone as unique and individual

Kindness and compassion: We treat people with kindness and compassion

Honesty, integrity and fairness: - We act with absolute honesty, integrity and fairness

Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity

Reasonable adjustments

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.

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