Resolution Manager | The Royal Marsden NHS Foundation Trust

Dyddiad hysbysebu:	20 Awst 2025
Cyflog:	Heb ei nodi
Gwybodaeth ychwanegol am y cyflog:	£44,485 - £52,521 per annum
Oriau:	Llawn Amser
Dyddiad cau:	19 Medi 2025
Lleoliad:	Wallington, SM6 0DX
Cwmni:	The Royal Marsden NHS Foundation Trust
Math o swydd:	Cytundeb
Cyfeirnod swydd:	7421490/282-P764

Crynodeb

The Resolution Manager will be responsible for leading the development, implementation, and optimization of a new, streamlined query management system. Their primary goal will be to significantly reduce billing delays and enhance communication between the credit control team and sponsors. This role will be crucial for improving operational performance, minimizing financial risks, and strengthening sponsor relationships. This role will be responsible to drive change that will lead to a more efficient and transparent billing system, ultimately improving private patient and sponsor satisfaction. This position will require an in-depth understanding of the organization's clinical, operational, and financial pathways to ensure the highest standards of validation and auditing.

We are seeking a candidate who is a proactive and strategic thinker, able to drive change and motivate others. The ideal person will demonstrate exceptional problem-solving skills, a collaborative approach to teamwork, and a steadfast commitment to improving processes and stakeholder relationships.



To lead the development, implementation, and optimization of a streamlined query management system aimed at reducing billing delays and enhancing communication between the credit control team and sponsors in accordance with Trust’s regulations and sponsor contractual terms to identify errors and inconsistencies. This role will enhance operational performance, minimize financial risks, and improve sponsor relationships, resulting in a more efficient and transparent billing system.

To identify, review and focus on evaluating the current query management processes, defining clear objectives for improving responsiveness and transparency, and implementing a centralized system to efficiently manage sponsor queries.

To support planning, executing, and monitoring key initiatives such as automating query routing, creating a self-service portal for sponsors, and ensuring continuous improvement through feedback analysis.

To drive and support change to improve private patient and sponsor satisfaction, expedite payment processes, and foster a more efficient and transparent billing system.

To support and implement operational changes to improve the accuracy of Private Care charging for clinical activity performed at the Trust in accordance to the Trust policy, rules & regulations.



The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.

At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.

At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.

For further information please refer to the job description and personal specification

To lead and manage query management responsibility within Private Care to drive service improvements across the Billing and Credit departments.

To provide regular performance reports to senior management, reflecting the team’s progress and achievements.

To develop and implement action plans in alignment with Trust policies to address Private Care billing and credit control activities, ensuring targets are met.


To assist in identifying areas for service improvements and promote a strong information culture by providing support to staff as needed, while serving as an ambassador for high-quality information within Private Care to effectively meet the service's needs to minimize the risk of future debt related to private patients.

To encourage effective communication and assist in sourcing the necessary information to address internal requests and queries within Private Care.

To collaborate closely with the Private Care Commercial, Operational, and Clinical teams, ensuring that data reporting is accurate, timely, and supports the operational and financial performance.

To maintain an in-depth understanding of the clinical, operational and financial pathways at Royal Marsden, enabling the validation and audit functions to be performed to the highest standard.

Lead System Development: You will take the lead in designing, implementing, and optimizing a new query management system. This includes evaluating current processes, defining clear objectives for improvement, and creating a centralized system for managing sponsor queries efficiently.

Process Improvement: You will identify and focus on key initiatives to improve efficiency, such as automating query routing and creating a self-service portal for sponsors. You'll also continuously improve the system through feedback analysis and by ensuring operational changes improve the accuracy of private care charging.


This advert closes on Wednesday 3 Sep 2025

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