Private Patient Liaison Officer

NHS Jobs; Greater London; On-site; GBP 23,000 - 27,000; Full time

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a patient services coordinator for the Private Patients Unit to ensure a smooth and faultless customer experience. You will handle self-pay enquiries, book a range of outpatient services and update patient records using Cerner and Compucare systems.

Responsibilities include handling calls and emails, maintaining confidentiality, and supporting pricing teams to maximise self-pay opportunities while working a shift pattern from 8am

Responsibilities

• Handle inbound and outbound patient enquiries in a courteous and efficient manner.
• Book outpatient appointments, diagnostic appointments and inpatient admissions as required.
• Utilise Cerner and Compucare systems to validate demographics, update records and log payments.
• Answer telephone calls and emails, ensuring timely and professional communication.
• Maintain confidentiality and comply with Trust confidentiality and information governance policies.
• Support self-pay initiatives by liaising with commercial/pricing teams and ensuring accurate data entry.

Job description

To be the first point of contact for patient enquiries and patient bookings for services provided at Chelsea & Westminster Private Patients Unit responsible for delivering an efficient and faultless customer experience in handling both inbound and outbound customer enquiries. To be specifically responsible for handling self-pay enquiries from the public and maximising the conversion of enquiries to out-patient appointments, tests and procedure packages To be responsible for utilising the Hospital Booking Systems (Cerner and Compucare) in order to carry out a variety of functions, including: Validating patient demographic details and updating as necessary Making, changing or cancelling outpatient appointments Updating computerised records of patient information in line with departmental and hospital policies and procedures. Understanding all information contained on the system to assist patients and staff with queries on the telephone. To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public. To cover a shift pattern across 8am-8pm. Post holder may be required to work across site As part of the staff rota, work evenings and weekends when required. To be responsible for answering all telephone calls, email enquiries and other forms of communication in a timely and professional manner. Responsible for booking patients into services, such as outpatient appointments, diagnostic appointments and booking inpatient admissions. To work closely with the commercial and pricing teams to ensure self-pay opportunities are maximised, services are well-structured, meet patient needs and are competitively positioned and priced in the market Ensure that all booking data is accurately entered on to Cerner and Compucare in a timely manner. Ensure that all payment details are correctly logged onto the system at the time of booking. Prepare backing documents, ensuring that the policy and authorisation number has been supplied along with any guarantee letters for embassies and insurance companies. If information not supplied refer back to the private patient To investigate queries in person and on telephone, dealing with patients queries, invoices and financial queries sensitively and with diplomacy. Liaising with other departments within the hospital and outside agencies where necessary e.g. insurance companies & embassies To maintain an accurate and orderly filing system for all document To maintain up-to-date information and appropriate insight into competitor propositions, campaigns, pricing and activity in the self-pay market To ensure complete confidentiality with respect to patient information in line with Trusts Confidentiality Policy & Information Governing Policy Prepare cost estimates for consultants and patients, by filling out cost estimate sheet with codes and prices, referring to current private patient price tariff Attend monthly unit staff meetings Take payment information from patients who are paying with credit or debit cards, over the phone and update compucare in the appropriate manner To check that the information provided by any clinical departments, e.g. Endoscopy and radiology is correct by checking Cerner (Electronic patients records) & ICE to ensure accuracy in adding information to compucare To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times To ensure that the department voicemail/email address is checked and any messages are recorded clearly and actioned in order of priority in accordance with departmental standards. Please see attached job description and person specification to this advert for further details.

Chelsea and Westminster Hospital NHS Foundation Trust