Private Patient Liaison Officer Chelsea and Westminster Hospital NHS Foundation Trust inLondon inLondon PUBLISHED
TUE 7 JAN 2025
Fernie Brewing Company rvx64ywC
Opportunity to improve patient experience through personalized service in a prestigious healthcare setting.
Work in a highly regarded hospital known for its safety and quality of care, enhancing your professional credibility.
Collaborate with a committed team that values excellence and embraces the Trust's core values.
Develop strong interpersonal skills by interacting with a diverse range of patients and healthcare professionals.
Gain valuable experience in managing patient inquiries and appointments, enhancing your administrative and organizational abilities.
Contribute to the improvement of services and patient satisfaction, which can be incredibly rewarding.
The role of Private Patient Liaison Officer at Chelsea and Westminster Hospital NHS Foundation Trust involves providing exceptional customer service within the newly established Private Patient Unit. The candidate will be responsible for managing patient inquiries related to services, appointment bookings, and financial transactions while maintaining a patient-centric approach in a busy environment. They will serve as the first point of contact for patients, healthcare secretaries, and insurance companies, ensuring accurate communication of procedures and pricing, and facilitating the conversion of inquiries into appointments and admissions.
Candidates are expected to possess strong administrative skills, excellent time management, and a flexible working style, as shifts may vary, including evenings and weekends. The role also includes liaising with various departments, handling self-pay inquiries, ensuring the accuracy of patient information in the system, and maintaining confidentiality according to Trust policies. The successful applicant will play a vital role in enhancing the overall patient experience while supporting the implementation of Private Care services at one of England's top-performing hospital trusts.
Candidates are expected to possess strong administrative skills, excellent time management, and a flexible working style, as shifts may vary, including evenings and weekends. The role also includes liaising with various departments, handling self-pay inquiries, ensuring the accuracy of patient information in the system, and maintaining confidentiality according to Trust policies. The successful applicant will play a vital role in enhancing the overall patient experience while supporting the implementation of Private Care services at one of England's top-performing hospital trusts.
This is an exciting opportunity to join our new Private Patient services at Chelsea and Westminster Hospital under Chelsea and Westminster Foundation Trust within the Private Patient Unit.
We are looking for someone to join our committed team providing excellent patient experience and embracing the Trust values. We are looking for an experienced administrator with a passion for exceeding patient expectation and ability to deliver a 5 star service to all patients within the Private Patient Unit. Successful candidates will work at the Chelsea site, supporting the implementation of Private Care services .
You should have a friendly patient centric approach and will need to be able to remain calm and approachable in a very busy private patient business office. You should possess excellent people and time management skills so as to be able to provide an optimum level of customer service to patients, both in person and over the telephone, and also to other users of the service. A flexible approach is also required as there will be a need to work different shift patterns, the successful candidate may be require to support across site when necessary.
The post holder will be the first point of contact for patients, secretaries and health care insurance companies wishing to book / enquire about the services available.
The post holder will be able to provide patients with accurate prices for services they may wish to receive. The post holder will be responsible for ensuring that patients from all private units receive information regarding the services they wish to receive.
The post holder will have specific responsibility for the handling of self-pay enquiries directly from members of the public from phone calls, website enquiries, emails and potentially face to-face meetings.
The post holder will be responsible for providing information on procedures and services, explaining prices and processes and maximising the conversion of enquiries to out-patient appointments, tests and admissions for treatment and ensuring patients account are up to date with payments and the correct deposits are acquired before treatment.
The post holder will be responsible for making appointments for patients in outpatients or diagnostic facilities, and sending the appropriate literature to the patient once the appointment / diagnostic has been booked.
The post holder will be responsible for arranging all theatre bookings and ensuring that patients are appropriately identified on theatre lists, ensuring that all literature is sent out to the patient prior to the their admission.
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sitesChelsea and Westminster Hospital and West Middlesex University Hospitalalong with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and childrens services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you havent heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
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
We are looking for someone to join our committed team providing excellent patient experience and embracing the Trust values. We are looking for an experienced administrator with a passion for exceeding patient expectation and ability to deliver a 5 star service to all patients within the Private Patient Unit. Successful candidates will work at the Chelsea site, supporting the implementation of Private Care services .
You should have a friendly patient centric approach and will need to be able to remain calm and approachable in a very busy private patient business office. You should possess excellent people and time management skills so as to be able to provide an optimum level of customer service to patients, both in person and over the telephone, and also to other users of the service. A flexible approach is also required as there will be a need to work different shift patterns, the successful candidate may be require to support across site when necessary.
The post holder will be the first point of contact for patients, secretaries and health care insurance companies wishing to book / enquire about the services available.
The post holder will be able to provide patients with accurate prices for services they may wish to receive. The post holder will be responsible for ensuring that patients from all private units receive information regarding the services they wish to receive.
The post holder will have specific responsibility for the handling of self-pay enquiries directly from members of the public from phone calls, website enquiries, emails and potentially face to-face meetings.
The post holder will be responsible for providing information on procedures and services, explaining prices and processes and maximising the conversion of enquiries to out-patient appointments, tests and admissions for treatment and ensuring patients account are up to date with payments and the correct deposits are acquired before treatment.
The post holder will be responsible for making appointments for patients in outpatients or diagnostic facilities, and sending the appropriate literature to the patient once the appointment / diagnostic has been booked.
The post holder will be responsible for arranging all theatre bookings and ensuring that patients are appropriately identified on theatre lists, ensuring that all literature is sent out to the patient prior to the their admission.
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sitesChelsea and Westminster Hospital and West Middlesex University Hospitalalong with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and childrens services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you havent heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
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
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