Overview
Job Summary: The post holder will provide effective management of the out-patient clinic booking system ensuring efficient utilisation of clinic times and appointment slots. The post holder will provide effective management of all administration relating to in-patients, including booking beds to support patient flow and recording/charging for additional services (e.g., relatives meals).
Responsibilities
* Request and receive money from patients in currency or debit/credit card payments, following all agreed processes and Standing Financial Instructions for cash handling.
* Liaise with medical secretaries and consultants to ensure the smooth running of the private out-patient and in-patient service; book diagnostics as required through the EPR system; and ensure correct insurance information and authorisations are in place prior to treatment.
* Work with the finance department to ensure patients/insurance companies/third party payers are appropriately charged for private patient services; collaborate with the Private Patient Manager, medical secretaries, and finance to obtain preauthorisation and ensure accurate patient information for ongoing diagnostics or treatment.
* Provide an exemplary private patient customer care experience and act as a focal point of reference for patients and relatives, handling a wide range of enquiries from Private Practice, the Trust, and external sources in a timely manner.
* Collaborate with nursing and senior clinical staff regarding patient appointments, admissions, treatment plans, and discharge; report or escalate any administrative issues related to appointments or admissions/transfers into the Private Practice Unit.
* Work with the Overseas and Private Patient Manager to develop administrative processes that improve the private patient experience and assist patients and families, visitors, and colleagues to make their contact with services positive.
* Maintain strong knowledge of PAS, EPR, and other relevant systems; provide training to administration/reception staff as required; manage patient flow in the Private Patient Unit including new registrations, waiting lists, outpatient bookings, authorisations, and other core administrative functions; work with the Overseas and Private Patient Manager to meet private patient performance targets.
* Ward Clerk duties: provide telephone answering, direct enquiries to appropriate staff, manage admissions documentation in PAS, complete daily ward return and admissions register, and update the Patient flow system; escort relatives, orientate them to the ward, and ensure correct patient details on admission.
* Coordinate with theatre/catheter laboratory to verify daily operation lists, conduct cancellation audits when required, maintain filing systems, and ensure documents are reviewed by nursing staff and signed by doctors before filing; assist with urgent blood samples and blood products as needed.
* Assist in staff training on PAS, instruct staff on retrieval of case notes, ensure donations are delivered to cash office with receipts, and order stationery and other non-clinical supplies to maintain stock levels.
* Coordinate ambulance transfers as directed and liaise with receiving hospitals regarding ETA; uphold confidentiality and GDPR data protection; maintain clean and orderly nurses stations and documentation; complete audits within the EPR as needed.
* Support patient and family experience surveys; contribute to policy and service development by providing feedback to managers on issues hindering duties and suggesting improvements for patient and Consultant experience and to optimise income via private practice within the Trust.
* Ensure compliance with Information Governance and Data Protection principles; seek guidance from Finance or management to address any shortfall in financial cover prior to treatment access.
* Operate as part of a small team within Private Practice, without direct managerial responsibility for others, contributing to a cohesive administration team that supports the Private Patient Unit.
* Information resources: uphold high data quality and adhere to information governance to keep patient and financial information confidential.
* Communication: gather information from various sources to improve patient communication and speed; adhere to administrative procedures and protocols relevant to the post.
* General: attend team meetings, maintain confidentiality and GDPR compliance, follow health and safety policies, and participate in the PDR/Appraisal process; demonstrate Trust values and undertake other duties as required by the role.
Education and Training
* Contribute to and agree a continuing Personal Development Plan; attend internal or external courses as agreed, and undertake ongoing refresher training as PAS, EPR, or other local system updates are introduced.
* Maintain mandatory training including Information Governance within compliance dates, arranging time with line management to complete when required.
* Participate in departmental meetings and awareness sessions; develop IT skills necessary to support tasks and undertake training as needed.
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