Private Patients Customer Service Officer

Dyddiad hysbysebu:	10 Mawrth 2026
Cyflog:	£37,259.00 i £45,356.00 bob blwyddyn
Gwybodaeth ychwanegol am y cyflog:	£37259.00 - £45356.00 a year
Oriau:	Llawn Amser
Dyddiad cau:	17 Mawrth 2026
Lleoliad:	London, SW3 5UE
Cwmni:	NHS Jobs
Math o swydd:	Parhaol
Cyfeirnod swydd:	C9196-26-0317

Crynodeb

Communication To deal in person and with telephone calls, verbal messages and correspondence as required and to ensure that refined interpersonal communication skills is effective when providing and receiving complex, sensitive or contentious information to high status customers like embassies and health insurance companies Ability to challenge highly contentious information from private patients, embassies and health insurance companies, where persuasive and negotiating skills are required to ensure that full financial payment is achieved for the Trust To liaise with insurance companies, embassies and other third parties on status of current inpatients and ensure that funding is always relevant to current inpatient episode Ensure consultants and their secretaries who use the private patients service receive helpful responses to their requests for information Ensure telephones are answered promptly in a polite and professional manner and using tact and discretion when dealing with telephone enquiries from customers Attend daily ward meetings on the adult and paediatric wards, as and when necessary To liaise closely with Credit Control department in regards to unpaid invoice Patient/customer care (both direct and indirect) To act as a first point of contact for private patients, Consultants, third parties and members of the general public seeking information and support from the private patient department and hospital. The post holder must be able to triage the calls appropriately, as well as deal sympathetically with people who may be distressed or angry Provide an agreed level of general and clinical information relating to tests, investigations and financial enquiries for example procedure costing, payment and invoices. Use judgment to know when to refer to the clinical team To be familiar with all third-party agreements in order to invoice patients correctly To liaise and build up good relationships with other departments and consultants, ensuring fees are captured in a timely fashion To work with the Finance Manager and Deputy Finance Manager to streamline and improve the financial service for Private Patients To liaise and work closely with Credit Control and third parties to ensure invoice queries are explained and invoices are paid efficiently To ensure that all Private Patients are financially cleared and pre-authorised prior to admission To ensure that all Private Inpatients read, understand and sign an agreement to pay form Responsible for taking deposits, issuing receipts and keeping records for banking and audit purposes To admit private patients, adult and paediatric, ensuring they are familiar with relevant Trust policies and procedures, private patient charges and ward routine To liaise closely with the nursing staff, ward clerks and bed co-ordinators on the paediatric wards, to build and maintain good relations and a high level of communication. In addition to this the post holder will also introduce processes in order to ensure the admission of private paediatric patients is managed efficiently and professionally To be responsible for data collection with regards paediatric bed occupancy, paediatric surgery and cardiology cancellation To attend daily paediatric bed management planning/meeting Provide a high-quality information service to all private patients, both pre-admission and during their stay. e.g. provide information on local hotel facilities, send patient information leaflets, advise on transport arrangements, financial arrangements etc The post holder has responsibility for checking the accuracy of Trust literature, ensuring it is up to date and of high quality The post holder will have the ability to work independently using own initiative when dealing with customers enquiries Assisting with the booking and scheduling of private patients and liaising with the private patient administrator supervisor and the ward staff To provide an accurate daily bed status of Private Patients, to all relevant users and departments ensuring that all Private Patients are identified Policy & Service development Management of the financial arrangements for self-funding patients on admission To be familiar with the pricing policy for private patients in order to be able to supply correct information to all enquirers and give realistic quotes for treatment Responsibility for compiling an accurate summary of activity and checking patients treatment to ensure all inpatient costs are captured, on a daily basis Liaise with insurance companies, embassies and other funders on status of current inpatients and ensure that funding is always relevant to current inpatient episodes Be familiar with contract clauses ensuring purchasers are informed of current patient status as per contract agreements Provide a high standard of administrative support to the Private Patients department Adhere to the private patient policy and procedures, as amended from time to time Resource management Post holder is responsible for stock management for the private patient office To be responsible for ensuring the swift turnaround of work within the team within available resource People management To be responsible for their own educational personal development needs Planning and organising patients admissions which may include readjusting bed management To assist with the planning and organising staff within own team to cross cover staff To report any faults in office equipment, equipment and personal computers To set high standards of punctuality and time keeping and to ensure that these are maintained within the Private Patient department To provide finance training to new and temporary staff, as and when required Information management Register and maintain patient records on the Trusts patient database (currently EPIC). Be familiar with the Compucare system, and be able to analyse, investigate and resolves complex financial queries and discrepancies Be expert in generating invoices both for inpatient and outpatient and working in collaboration with Credit Control Responsible for designing and formatting financial spreadsheets and relevant information databases with Private Patient department. To keep updated with IT training (i.e. Windows, Outlook, Epic, Compucare 8) including any relevant training courses