Administrator/Coordinator - Overseas Chargeable Patients Service

Saint Mary’s Hospital at Wythenshawe is seeking to appoint a Coordinator for the Overseas Visitors and Chargeable Patients Service.

This role involves identifying patients who may not be eligible for free NHS treatment and ensuring they receive accurate information regarding the costs of their care.

The position encompasses all services within Saint Mary’s Managed Clinic Service. Effective communication with patients, trust staff, and external stakeholders is essential and will involve regular correspondence via email, letters, face-to-face interactions, telephone, and video calls. Therefore, excellent written and verbal communication skills are vital for success in this role.

Strong organisational skills and meticulous attention to detail are required, as you will manage your own caseload and maintain precise records. You will utilise IT systems, including Hive and Microsoft Office applications, and must demonstrate good IT literacy.

The role may involve exposure to distressing or emotionally sensitive situations. While support is available from the wider team, resilience is important, along with an empathetic and non-judgemental approach to problem-solving.

Flexibility is a key requirement, as the post holder may need to provide cover across the Managed Clinical Service. Occasional travel to other MFT sites for training and meetings may also be necessary.

Initial training will take place at Saint Mary’s Oxford Campus and is expected to last approximately six months.

To understand and comply with the Department of Health Overseas Hospital Charging Regulations.

The role involves the assessment of patients and their relatives to establish entitlement to NHS funded care or liable for the costs accrued for accessing care.

The role includes, interviewing patients, gathering copies of documents required to assess entitlement, running reports and maintaining local records in line with National Policy.

You will be responsible for raising invoices, responding to queries and complaints through email, face to face, letters and phone calls. You will liaise with trust staff and external bodies including the home office and the immigration service to assist in identifying patients overseas status and NHS eligibility.

The post holder will meet regularly with their line manager to discuss cases, review and action reports based on evidence available. With support from your Line manager and the wider team, you will develop and maintain your knowledge around the charging regulations. 

• Good level of education or equivalent experience
• Previous Customer Service Experience and professional call handling
• Use of databases and ability to demonstrate advanced use of software programmes such as Outlook, Excel, Word
• Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues
• Experience of working with a diverse population
• Experience of compliance and adhering to Organisational Policies and procedures
• Experience of professional call handling
• Experience of working with all age groups
• Conflict resolution and mediation skills
• Excellent customer care skills
• Good organisational and time management skills, able to work independently and as part of a team
• To communicate clearly and politely be able to communicate at all levels
• Ability to think laterally to solve problems
• Diligent
• Hardworking
• Excellent time management skills
• Ability to work to deadlines
• Excellent communication skills
• Able to complete and maintain accurate written and database records
• Able to demonstrate confidentiality
• Non judgemental
• Ability to take initiative demonstrating autonomy and independence
• Proven creative and lateral thinking and approach to problem solving
• Resilient and emotionally mature with the ability to cope with work pressures

• Conflict resolution training Information technology qualification
• Evidence of continuing professional development within existing role
• Knowledge of the NHS Cost Recovery Program and Charges to Overseas Visitors Regulations 2015
• Understanding of Equality and Diversity and equal opportunities legislation including but not limited to The Disability Discrimination Act, Race Relations Amendment Act and Sex Discrimination Act
• Previous experience of working within the NHS or other healthcare environment.
• Immigration rules
• Safeguarding children/adults
• Working knowledge of clinical and service issues
• Working knowledge of the NHs Overseas Visitor Charging Regulations/Immigration Law
• Understanding of the NHS and its partner organisations
• Experience of dealing with highly charged and emotional situations that involve patients, relatives, carers and the public