Administrator/Coordinator – Overseas Chargeable Patients Service
Saint Mary’s Hospital at Wythenshawe is seeking to appoint an Administrator/Coordinator for the Overseas Visitors and Chargeable Patients Service. The 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. 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. Strong organisational skills, meticulous attention to detail and good IT literacy are required.
Main duties of the job
- Understand and comply with the Department of Health Overseas Hospital Charging Regulations.
- Assess patients and their relatives to establish entitlement to NHS funded care or liability for the costs incurred.
- Interview patients, gather copies of required documents, run reports and maintain local records in line with National Policy.
- Raise invoices, respond to queries and complaints through email, face‑to‑face, letters and phone calls.
- 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.
- Meet regularly with line manager to discuss cases, review and action reports.
- Develop and maintain knowledge of charging regulations with support from line manager and the wider team.
Person specification
Qualifications
- Good level of education or equivalent experience.
- Conflict resolution training.
- Information technology qualification.
- Evidence of continuing professional development within the current role.
Knowledge and Experience
- Previous customer service experience and professional call handling.
- Use of databases and advanced use of software programmes such as Outlook, Excel and Word.
- Experience working in a challenging environment, dealing with a wide range of sensitive and contentious issues.
- Experience 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.
- Knowledge of the NHS Cost Recovery Program and Charges to Overseas Visitors Regulations 2015.
- Understanding of Equality and Diversity and equal opportunity legislation including the Disability Discrimination Act, Race Relations Amendment Act and Sex Discrimination Act.
- Previous experience of working within the NHS or another healthcare environment.
- 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 involving patients, relatives, carers and the public.
Skills and Attributes
- Excellent customer care skills.
- Good organisational and time‑management skills, able to work independently and as part of a team.
- Clear and polite communication at all levels.
- Ability to think laterally to solve problems.
- Hardworking and able to work to deadlines.
- Ability to complete and maintain accurate written and database records.
- 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.
The role requires a Disclosure and Barring Service (DBS) check. Where a DBS is required, costs are recovered and must be completed within 30 days of the certificate being issued.
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