Private Care Coordinator

• Put patients first - consider patients' needs and wishes in all that they do.
• Take pride in what they do - strive for highest standards in their own work and challenge colleagues to do the same.
• Strive to be the best - in terms of patient care and teamwork.
• Act with integrity - maintain the privacy and dignity of patients, work with integrity, be trustworthy and be accountable for own work.
• Respect others - patients, visitors and colleagues. Actively give and receive feedback. The post holder will be required to work as part of the Private Care Accounts Team delivering the highest level of customer service to both patients and consultants. The Private Care Coordinator will manage the registration and administration process with a focus on minimising the risk of debt and work in accordance to the hospitals policies and procedures and all relevant legislation. The Private Care Coordinator role is patient-facing, responsible for coordinating the administration functions of the patient pathway such as patient bookings, registration and the accurate recording of account information. The post holder will assist with the day to day management of requests for Change of Status between Private and NHS care and ensure that accurate and timely cost information is provided for Additional Private Care and funding secured.

• To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
• Welcome patients and their families in a friendly and calm manner; accurately registering their details.
• Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
• Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.

• To deliver the highest level of customer service to both patients and consultants and their teams meeting their individual requirements.
• Build and maintain excellent working relationships with consultants and their teams; demonstrating excellent communication skills.

• Welcome all private patients on their arrival to the department, ensuring that the patient and their relatives are dealt with in a prompt, professional manner.
• Responsible for accurately recording all new private patient registration details on to the hospitals information system.

• To communicate with patients, members of the public and staff in a friendly, professional and courteous manner at all times.
• To ensure all letters, memos and reports are of high quality in terms of presentation and accuracy and adhere to Royal Marsden Private Care guidelines.

Essential

• Good general education. Requires NVQ Level 4/diploma or equivalent relevant experience.
• Good working knowledge of PC applications and computer literate.
• Hold, or be willing to undertake further training and qualifications in Customer Care.
• Evidence of continuing professional and personal development.

Essential

• Front-facing customer services experience.
• Experience of MS Excel and MS Word, including creating and using spreadsheets
• Experience of effective team working

Essential

• Able to work with minimum supervision
• Highly organised approach and ability to priorities own work to meet tight deadlines and targets
• Flexible and able to work as part of a team to ensure that the team deadlines are met.
• Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
• Outstanding communication, presentation and interpersonal skills

Essential

• Self motivated with a proactive approach to problem solving
• Ability to work under pressure and carry out duties with attention to detail
• Empathetic
• Demonstrate ability to strive for excellence