Service Improvement Manager

THE ROYAL MARSDEN; Sutton; On-site; GBP 40,000 - 50,000; Full time

Job summary

A prestigious healthcare institution in Sutton seeks a highly organized professional to manage billing and credit control processes. You will lead staff development and ensure accurate billing for private care services. Strong analytical skills and the ability to foster relationships across departments are essential. The role offers a commitment to diversity and inclusion in hiring.

Qualifications

• Highly organized and detail-oriented professional.
• Proactive approach to work and problem-solving.
• Ability to maintain strong relationships across departments.

Responsibilities

• Ensure accurate and compliant Embassy billing.
• Lead and develop staff through training and performance management.
• Analyze outstanding debts and develop recovery strategies.
• Implement procedural changes to resolve billing queries.
• Manage service improvement initiatives within the team.

Job description

Overview

We are looking for a highly organised, detail‑oriented, and proactive professional to join the Royal Marsden Hospital Foundation Trust as part of our Private Care Coding & Data Quality team. The successful candidate will be responsible for ensuring the accurate, efficient, and timely management of billing and credit control queries related to private care work, supporting both internal teams and external partners.

Responsibilities

• Ensure accurate and compliant Embassy billing, analyse outstanding debts, develop recovery strategies, and improve the self‑pay pathway for patients.
• Lead, motivate, and develop staff through effective recruitment, training, and performance management while ensuring compliance with Trust policies on health, safety, equality, and conduct.
• Maintain up‑to‑date professional knowledge, champion Private Care service standards, and foster strong relationships across the Trust to support its mission, values, and objectives.
• Collate, document, maintain and implement procedural changes required to resolve queries from patients, billing and credit control teams, and internal supporting systems.
• Establish standard operating procedures to maximise income and cash flow for all sponsors, including Embassies, while minimising bad debt to the Trust.
• Manage service improvement staff and liaise closely with private patient accounts, billing, credit control, systems, coding, contracts, accounts, and clinical departments to minimise the risk of future debt regarding private patients.
• Accurately bill Consolidated Billing to an embassy client, coordinating with Embassy Credit control, Consultant billing, and International teams.
• Train, advise, and assist the Billing and Credit Control Managers and their teams to ensure the provision of accurate and effective quality services.
• Assist the Billing and Credit Control Managers with quality improvement projects.
• Manage team leaders and their teams of Billing Officers who are responsible and accountable for the delivery of service improvements across the Billing and Credit teams within Private Care.
• Provide weekly reports to management reflecting team performance.
• Develop action plans in line with Trust policies, targeting private care billing and credit control departmental activity and objectives.
• Promote a culture where staff are actively involved in decisions on service provision and targets delivered.
• Respond accurately, efficiently, and timely to internal and external billing and credit control queries arising from private care work.
• Deliver service improvements across Billing and Credit teams within Private Care, implementing and monitoring compliance with Standard Operating Procedures and defining key performance indicators.

Benefits

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups, welcoming applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates, and candidates with disabilities. As a Disability Confident Employer, we create a workplace that enables all staff to reach their full potential.

Additional Information

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. Applicants are advised to submit their application as early as possible to prevent disappointment. All applicants will be contacted by email to the address supplied on your application; please ensure your email filters allow Trust messages.

Flu Vaccination – What We Expect Of Our Staff

At The Royal Marsden we protect our immune‑compromised patient population by requiring all patient‑facing staff to receive an annual flu vaccination, provided free of charge by the Trust.

About the Royal Marsden NHS Foundation Trust

The Royal Marsden NHS Foundation Trust is a world‑leading cancer centre offering the best cancer care worldwide. We employ over 4,500 staff across diverse careers, operating two hospitals in London and Surrey, and a Medical Daycare Unit in Kingston Hospital. Our mission is to provide exceptional cancer care, foster excellence, and support flexible working to maintain a healthy work‑life balance for all employees.