Senior Customer Care Administrator | Guy's and St Thomas' NHS Foundation Trust
| Posting date: | 24 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £34,089 - £41,498 p.a incl HCA |
| Hours: | Full time |
| Closing date: | 23 June 2024 |
| Location: | London, W1G 9RU |
| Company: | Guys and St Thomas NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6307988/196-COF10240 |
Summary
This position will be based on the front reception and will be the second in command to the Customer Service Lead.The post holder will have a wide range of administrative responsibilities, providing a first point of contact forall patients,consultantsand third parties,ensuringa first-class customer serviceis delivered in a professional, friendly, helpful, calm and efficient manner.The post holder is expected to competently carry out all relevant forms of administrative duties without direct supervision, monitoring and maintaining excellent standards of practiceto facilitate the smooth running of the departmentin keeping with;
· Vision and Values of the Private Patient Directorate.
• Guys and St Thomas’s NHS Foundation Trust Policies and Protocols
• Core Behaviours of Our Staff
As part of the Private Patient administration teamthe 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 smooth running of the clinic. This includes assisting with other administrative departments within private patients, working within those departments when required.
The purpose of the Senior Customer Care Administrator post is to ensure an efficient administration service runs within the department, andgold standard customer service is provided to all service users. The post holder will be expected to oversee to the day to day tasks of the Customer care team within a fast-paced front of house environment. The post holder must be pro-active with the ability to delegate in order to meet deadlines and ensuring all departmental trackers are updated. The post holder will be responsible for compiling departmental reports and attending weekly meetings to update their line manager.
Our Trust values:
As part of Guy’s and St Thomas’, our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values. The post holder will:
• Put patients first: ‘What would I want for my family?’
• Take pride in what we do: ‘Am I doing my very best?’
• Respect others: ‘What would it be like if I was in your shoes?’
• Strive to be the best: ‘How could we do it better?’
• Act with integrity: ‘Am I doing the right thing?
Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action.
· To welcome and accurately register patients into the clinic whilst maintaining an excellent level of customer service.
· Maintain systems and processes to ensure that patient information/data is available at the right time and that they are complete and accurate according to the clinic patient administration system.
· Arriving patients on the required computer system; Epic
· Assist with a shared email inbox, actioning clinic/ room booking requests, patient bookings, patient registrations, finance issues and all other queries.
· Clinic confirmations; Contacting secretaries/ Consultants to request clinic lists for the following day, includes sending email reminders to Consultants we book for.
· Telephone queries, internal and external calls.
· Obtaining full insurance details from patients when attending for billing purposes, and if applicable, confirming the details with the insurance companies (procedure patients only)
· To invoice private self-funding outpatients for consultations and hospital tests and be responsible for the clarification of payment method using the required system Compucare, taking payment on the day as per departmental processes.
· Send post clinic information to requesting Doctor’s/ secretaries.
· Complete required clinic preparation for the following day; Diagnostic and ATP prep.
· Cash handling – Managing till float, ensuring that all transactions balance when cashing out and at the end of the shift. Includes end of week cash banking.
· Complete daily Card Z-Totals as per the standard operating procedure.
· To work to specified deadlines and can work autonomously managing and prioritising workload effectively, whilst working as part of the multidisciplinary team.
· Action IEP requests
· End of week cash/ cheque counting summary
· Ensure departmental trackers are updated daily.
· Monitor the facility to ensure that it remains clean, tidy, safe, well-maintained and meets environmental, health, and security standards and complies with government regulations.
· Assist your line manager with investigating complaints in conjunction with the general manager.
· Assist your line manager in ensuring the department is always efficiently and effectively managed.
This advert closes on Friday 31 May 2024