Customer Care Administrator - London, United Kingdom - Guy's and St Thomas' NHS Foundation Trust

Guy's and St Thomas' NHS Foundation Trust

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Care Administrator

Cross Rotational (Maternity Cover)

Working Hours hours per week
Monday - Friday
8am - 9pm
Saturday
8am - 5pm

This position will be cross rotational, working between the Customer Care team and the Patient Journey Coordinator teams.

It will have a wide range of administrative responsibilities and will provide a first point of contact for all patients, consultants and third parties ensuring first-class customer service is delivered in a professional, friendly, helpful, calm and efficient manner.

The post holder has the responsibility to introduce process to ensure a patient's journey is smooth and efficient and is expected to competently carry out all relevant forms of administrative duties without direct supervision, monitoring and maintaining excellent standards of practice to facilitate the smooth running of the department in keeping with:

Vision and Values of the Private Patient Directorate.
Royal Brompton & Harefield Hospitals (Part of the Guy's and St Thomas' NHS Foundation Trust) Policies and Protocols
Core Behaviours of Our Staff

As part of the Private Patient administrative team the post holder is expected to work as an effective and responsible team member, supporting others in a flexible and approachable manner and to contribute to the development of the facility and the smooth running of the clinic.

This includes assisting with other administrative departments within private patients, working within those departments when required.

On 1st February 2021 the Royal Brompton and Harefield Hospitals became part of Guy's and St Thomas' NHS Foundation Trust - a truly once-in a generation development.

Together, we are taking our first steps towards our vision of creating a brand-new centre of excellence, which will be the global leader in the research into and treatment of heart and lung disease in patients from pre-birth to old age.

We are developing some exciting plans and we want you to join us - so come and help to change the shape of healthcare for our heart and lung patients world-wide.

Royal Brompton & Harefield Hospitals Specialist Care is our private patients unit, comprising:

private outpatients clinics with state-of-the-art consulting rooms

- fully equipped private inpatient wards with their own high dependency units, equipped to intensive care standards.

This post will be based at our outpatients and diagnostic centre for private patients at 77 Wimpole Street in the Harley Street area.

The services offered at this facility include:
- an inherited cardiac conditions clinic
- a heart screening clinic
- advanced diagnostic imaging
- cardiac PET imaging with rubidium.

Main tasks & responsibilities:

To welcome all patients and their family members into the Clinic by making them feel comfortable and anticipating and attending to their needs.
Arriving patients on the required computer systems; RIS and Compucare.
Telephone queries; internal and external calls.
Obtaining full insurance details from patients when attending for billing purposes.
To invoice private selffunding outpatients for consultations and hospital tests received and be responsible for the clarification of payment method and, if appropriate, collection of payment on the day.
Send post clinic information to requesting doctors/ secretaries
Complete required clinic preparation for the following day; Diagnostic and ATP prep and preparing clinic notes for consultants.

Cash handling

Managing till float, ensuring that all transactions balance when cashing out at the end of a shift. Includes end of week banking.
Complete daily Card Z-Totals as per the standard operating procedure.
Order stationary and expedite nonstock requisition orders to various deadlines.
To assist with safely transporting patients to vary area within the Clinic
Accurately register patients into the clinic whilst maintaining an excellent level of customer service.
To assist and coordinate patients journey through exceptional communication and customer service with patients and their visitors, technologists, physicians, and other team members to ensure everything runs smoothly.
To ensure that the patient has a clear understanding of when and where their next appointment is due and what to do in the event of any questions.

To be highly organized and self-motivated, and to ensure that everything is running smoothly

Assisting in administering preliminary and post exam instructions and answering nonmedical questions.
Entering accurate patient, physician information into the trust IT system when required.
Takes an active role in monitoring patient flow and communicating delays to patients and providers.
To provide a highquality information service to all private patients, e.g. provide information on local hotel facilities; send patient information leaflets, advice on transport arrangements, financial arrangements etc.
Assists with billing charge entry and reconcilia