Private Care Coordinator

Royal Marsden; Greater London; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

The Royal Marsden NHS Foundation Trust in London is seeking a Private Care Coordinator to support the Private Care Accounts Team. This role focuses on registering patients, coordinating the administration of the patient pathway, and minimising debt while delivering excellent customer service.

You will work with consultants, patients, and insurers, maintain accurate cost information, and ensure compliance with policies and legislation, contributing to a high-standard private patient journey.

Qualifications

• Good general education; NVQ Level 4/diploma or equivalent relevant experience.
• Proficient in MS Excel and MS Word.
• Willing to undertake further training and qualifications in Customer Care.
• Demonstrated commitment to continuing professional and personal development.

Responsibilities

• Deliver high levels of customer service to patients and consultants.
• Welcome patients and accurately register their details.
• Handle sensitive requests with empathy and reassurance.
• Communicate clearly with consultants, patients and staff.
• Record all new private patient registrations on the hospital information system.
• Coordinate administration functions of the patient pathway and cost information.

Skills

Customer service

Communication

Attention to detail

Prioritisation

Teamwork

Education

NVQ Level 4 / Diploma

Tools

MS Excel

MS Word

Job description

This is an exciting opportunity to join our growing and successful Private Care Division within Europe’s largest cancer centre and to provide the highest standards of support to our patients.

This position provides a vital role in ensuring the financial pathway for private patients is effectively managed, from patient registration to guaranteeing funding for a range of medical and surgical treatment and inpatient admissions. It is a customer facing role with occasional shift cover as required.

The successful candidate will be a versatile, lateral thinker with an eye to detail and excellent customer services skills. They will put the patient first and be a confident communicator, comfortable in dealing with people at all levels in a polite, empathetic and professional manner. They will be customer focussed, energetic, resilient, able to demonstrate initiative as well as prioritise a busy workload and have a good understanding of the Private Care offer within the Royal Marsden NHS Foundation Trust structure.

The successful candidate will have a proven record of customer-focussed change and improvement. Managing a busy workload, they will be energetic, set and maintain high standards with an eye for detail and go above and beyond to ensure that our patients are well supported and that the risk of debt to The Royal Marsden is minimised.

Main duties of the job

The post holder will:

• Put patients first – consider patients’ needs and wishes in all that they do.
• Take pride in what they do – strive for highest standards in their own work and challenge colleagues to do the same.
• Strive to be the best – in terms of patient care and teamwork.
• Act with integrity – maintain the privacy and dignity of patients, work with integrity, be trustworthy and be accountable for own work.
• Respect others – patients, visitors and colleagues. Actively give and receive feedback.The post holder will be required to work as part of the Private Care Accounts Team delivering the highest level of customer service to both patients and consultants. The Private Care Coordinator will manage the registration and administration process with a focus on minimising the risk of debt and work in accordance to the hospitals policies and procedures and all relevant legislation.The Private Care Coordinator role is patient-facing, responsible for coordinating the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information. The post holder will assist with the day to day management of requests for Change of Status between Private and NHS care and ensure that accurate and timely cost information is provided for Additional Private Care and funding secured.

Working for our organisation

The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.

At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.

At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.

Detailed job description and main responsibilities

For further information please refer to the job description and personal specification

Main duties and responsibilities

• To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
• Welcome patients and their families in a friendly and calm manner; accurately registering their details.
• Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
• Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.

Customer Service

• To deliver the highest level of customer service to both patients and consultants and their teams meeting their individual requirements.
• Build and maintain excellent working relationships with consultants and their teams; demonstrating excellent communication skills.

Accounts/Finance

• Welcome all private patients on their arrival to the department, ensuring that the patient and their relatives are dealt with in a prompt, professional manner.
• Responsible for accurately recording all new private patient registration details on to the hospital’s information system.

General Administration Professional

• To communicate with patients, members of the public and staff in a friendly, professional and courteous manner at all times.
• To ensure all letters, memos and reports are of high quality in terms of presentation and accuracy and adhere to Royal Marsden Private Care guidelines.

Person specification

Qualifications/Training

• Good general education. Requires NVQ Level 4/diploma or equivalent relevant experience.
• Good working knowledge of PC applications and computer literate.
• Hold, or be willing to undertake further training and qualifications in Customer Care.
• Evidence of continuing professional and personal development.

Experience

• Experience of MS Excel and MS Word, including creating and using spreadsheets
• Experience of effective team working
• Previous admissions, accounts or similar role in a hospital environment
• Effective budgetary management

Skills, Knowledge and Abilities

• Able to work with minimum supervision
• Highly organised approach and ability to priorities own work to meet tight deadlines and targets
• Flexible and able to work as part of a team to ensure that the team deadlines are met.
• Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
• Outstanding communication, presentation and interpersonal skills
• Knowledge of current health care issues

Others

• Self motivated with a proactive approach to problem solving
• Ability to work under pressure and carry out duties with attention to detail
• Demonstrate ability to strive for excellence

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment. Please ensure your information is accurate to avoid errors with processing your application

All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.

Flu Vaccination – What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.