Private & Overseas Patient Officer Band 3

Gloucestershire Hospitals NHS Foundation Trust; Cheltenham; On-site; GBP 23,000 - 32,000; Full time

Job summary

Gloucestershire Hospitals NHS Foundation Trust is seeking a diligent administrative assistant to support the Private & Overseas Patients team. You will help organise private patient activity, liaise with departments, and ensure documentation and referrals are processed efficiently.

The role involves handling invoices, payments, and patient records, providing customer service to private and overseas patients, and covering colleagues during absences.

Qualifications

• GCSE grade C or above in literacy and numeracy.
• NVQ level three in administration or equivalent.
• Experience with Microsoft Office, PAS, Exeter and NHS systems.
• Experience handling private/overseas patient invoicing and records.
• Knowledge of DoH rules for Overseas Patients charges.

Responsibilities

• Ensure private patient referrals are dealt with promptly.
• Communicate across departments and external staff on Private/Overseas matters.
• Negotiate procedure slots and arrange pre-admission tests when needed.
• Raise invoices for Private/Overseas treatment and manage cash/cheques.
• Maintain accurate patient records and use the tracer system.
• Cover colleagues during absences and assist with general admin duties.

Skills

Accurate records management

Clear communication

Medical terminology knowledge

Professional telephone manner

IT skills (Microsoft Office, PAS)

Judgement and initiative

Teamwork and flexibility

Understanding DoH Overseas Patients'

GCSE-level literacy/numeracy

NVQ Level 3 in administration

Experience with invoicing systems

Experience in hospital environment

Education

GCSE grade C or above in literacy and numeracy

NVQ Level 3 in administration

Tools

Microsoft Office

Patient Administration Systems (PAS)

Exeter

NHS National computer system

Invoicing systems

Job description

Under the direction of the Private & Overseas Patients Manager you will provide general administrative support to the Private & Overseas Patients team - with variety in the day to day role, working with teams across many services., In addition to helping to organise private patient activity, you will also play a key role in providing excellent customer service to teams and patients involved in the treatment of non-NHS funded or non-NHS eligible patients as well as helping the Trust to get paid for treating these patients. The post holder will be required to work as part of a team, to embrace flexible duties and be able to provide cross cover during periods of staff absence. There may also be some general office administrative duties., Undertaking tasks as requested by the Private & Overseas Patients Officer/Manager, likely to include a mixture of the following: Ensuring that private patient referrals are dealt with promptly and efficiently; Communicating inter-departmentally and externally with all grades of staff on a range of matters in relation to Private and Overseas patients; Negotiating procedure slots with specialty booking teams for private patient procedures; Arranging pre-admission tests to confirm patients suitability for procedures, if required; Ensuring the implementation of the Department of Health regulations with regard to Overseas Patients charges; Sensitively interviewing Overseas Patients and determine their status and entitlement to free NHS treatment; Identifying all Private and Overseas outpatients, ensuring legal documentation is completed and total income is identified; Using in-house patient administration system to check information on patients, outpatient appointments and results (or similar); Raising invoices relating to Private Patient and Overseas patient treatment on an out-patient basis and occasionally on an in-patient basis when required; Receiving cash and cheque payments for forwarding to the General office to ensure that revenue is collected and recorded on a daily basis; Requesting and returning notes on behalf of the department, including using the electronically tracer system; Being responsible for administration of in-patient bookings in the Managers absence; At the request of the Manager, covering colleagues during absences/annual/sick leave etc. You may also be required to undertake job rotation for cross cover as well as for development and training purposes; and, Undertaking any other appropriate duties, commensurate with the role as required at the request of your line manager.

• Able to maintain accurate records in a timely way
• Able to communicate clearly and confidently, sometimes in a sensitive manner or environments, with a broad range of stakeholders - phone and written, An excellent, professional telephone manner to minimise conflict, resolve queries and maintain the reputation of the organisation when dealing with all calls
• Knowledge of medical terminology and systems
• Proficient Keyboard skills with IT experience of Microsoft Office packages, Patient Administration Systems (PAS), Exeter and NHS National computer system
• An excellent, professional telephone manner to minimise conflict, resolve queries and maintain the reputation of the organisation when dealing with all calls
• Able to work quickly and accurately using own judgement and initiative as appropriate
• Able to work flexibly within a team, sometimes under instruction and sometimes under their own direction
• Understanding of Department of Health regulations with regard to Overseas Patients charges, Educated to GCSE grade C or above (or equivalent) in literacy and numeracy
• NVQ level three in administration, Experience of using Microsoft Office packages or Business Administration Systems, Experience of providing general office duties or business administration in and office environment
• Appropriate experience working in a hospital environment (NHS or private) - especially with knowledge of inpatient and outpatient procedures and patient systems
• Experience of working with private and / or overseas patients
• Experience of using invoicing systems, Flexibility, able to cover colleagues during absences/annual/sick leave and willing to undertake any other appropriate duties, required by line management.

• Our people are at the heart of what we do. Our workforce is almost 9,000 strong and our caring and dedicated staff are recognised as providing good and outstanding patient-centred care across a range of clinical areas. We also have exceptional teams of professional services staff underpinning our vision every step of the way.

  We are committed to recruiting the best people to work with us to achieve our vision of providing Best Care for Everyone and our success depends on the commitment and dedication of our staff. We are committed to diversity, inclusion and equality of opportunity for everyone, valuing and celebrating differences and encouraging a workplace and culture where all can thrive. We endeavour to ensure each and every person working in our organisation feel respected and valued. Respecting and valuing differences will help to ensure that our policies and services reflect the needs and experiences of the people and community we serve. In return, we offer the opportunity to work at a trust that is on a truly exciting Journey to Outstanding and to make a real difference to the lives of our patients, their families and the wider community. We are also committed to training and developing you to be the best you can be and offer you a rewarding career, whatever your role.