Job Description

The post holder will be required to undertake a wide range of duties in providing administrative support to the Private Patient Services Team. The post is seen as a vital and integral link between patients, staff and clinicians. Primarily the role is the first point of contact for patients, insurance companies, clinical staff and the wider hospital team. The post holder will be responsible for booking patients from an initial telephone enquiry to subsequent treatment and discharge as well as supporting the clinical services manager and support manager with tasks to ensure the following of effective processes to ensure all financial and activity reporting requirements are met.
Please note this vacancy may close earlier than stated, if sufficient applications are received. Please apply as soon as possible to avoid disappointment.
Main duties of the job
To provide an end to end patient service including but not limited to;

• Dealing with patient enquiries over the phone
• Direct booking outpatient appointments
• Liaising with imaging to secure imaging slots
• Liaising with pre operative assessment to secure appointments
• Processing patient bookings to ensure all the relevant checks have been undertaken prior to admission and that the patient funding stream is in place
• Ensuring the payment paperwork is completed and processed on admission
• Coordinating with secretaries and consultants
• Requesting outside images from other organisations via IEP ahead of consultations and planned surgeries.

About us
The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.
Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.
The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.
We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.
The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.
If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.
Details
Date posted
22 August 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
27,485 to 30,162 a year per annum, pro rata if part-time.
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
303-7398966
Job locations
The Woodlands Suite, The Royal Orthopaedic Hospital Birmingham
Bristol Road
Northfield
B31 2AP
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
Coordinate with surgeons, private medical secretaries and insurance companies to accept private patient bookings ensuring there is appropriate capacity available.
Register patients on the Trust PAS system and liaise with medical records to ensure patients are registered and notes are available and trackable.
Take directly bookable outpatient appointments and ensure that these are processed and the patients have a confirmation letter of the appointment
Liaise with imaging and physiotherapy to coordinate actions from outpatient appointments
Book pre-operative assessment appointments in line with the current trust guidelines and procedures.
Enter referrals and waiting list entries to the Trust PAS system
Ensure patients are registered on the Trust theatre booking system in line with current trust guidelines and procedures.
Work with the surgeon, anaesthetist and medical secretary to organise theatre lists appropriately ensuring that where possible the theatre list efficiency is maximised
Prepare written confirmation of patient appointment details and admissions and ensure these are issued to patients in a timely manner
Work with the clinical services support manager to prepare quotations for self-funding patients and confirm this to patients verbally and via formal letter
In conjunction with the clinical services support manager, ensure that contact is made with insurance companies in a timely manner to confirm pre-authorisation of admissions
Arrange payment to be taken for self-funding patients
Request outside imaging via IEP and ensure that imaging is available to the surgeon prior to procedure date
Be the first point of contact for patients over the telephone and via email to receive and action incoming enquiries regarding booking a consultation, the facilities and to offer advice on appropriate pathways
Ensure that all admission paperwork relating to payment is completed and accurate and filed in the patient notes
Ensure that accurate records are kept regarding admissions, discharges and payments using the Trust PAS system and private patient database
In conjunction with the clinical services support manager ensure that all discharge information (including but not limited to admission paperwork, operation notes, anaesthetic charts and any other relevant information) to support a timely and efficient invoice process
Support the finance team in the invoicing process using Integra and other systems to ensure the full recovery of all monies due
Working with Clinical Services Support Manager and the wider team to identify service developments and new ways of working and develop plans for implementation for reporting to the Division.
Support the wider team in reviewing patient services to identify areas for improvement to enable services to provide patients with high quality care and experience. Work closely with the wider team to implement and deliver agreed improvement. Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
Coordinate with surgeons, private medical secretaries and insurance companies to accept private patient bookings ensuring there is appropriate capacity available.
Register patients on the Trust PAS system and liaise with medical records to ensure patients are registered and notes are available and trackable.
Take directly bookable outpatient appointments and ensure that these are processed and the patients have a confirmation letter of the appointment
Liaise with imaging and physiotherapy to coordinate actions from outpatient appointments
Book pre-operative assessment appointments in line with the current trust guidelines and procedures.
Enter referrals and waiting list entries to the Trust PAS system
Ensure patients are registered on the Trust theatre booking system in line with current trust guidelines and procedures.
Work with the surgeon, anaesthetist and medical secretary to organise theatre lists appropriately ensuring that where possible the theatre list efficiency is maximised
Prepare written confirmation of patient appointment details and admissions and ensure these are issued to patients in a timely manner
Work with the clinical services support manager to prepare quotations for self-funding patients and confirm this to patients verbally and via formal letter
In conjunction with the clinical services support manager, ensure that contact is made with insurance companies in a timely manner to confirm pre-authorisation of admissions
Arrange payment to be taken for self-funding patients
Request outside imaging via IEP and ensure that imaging is available to the surgeon prior to procedure date
Be the first point of contact for patients over the telephone and via email to receive and action incoming enquiries regarding booking a consultation, the facilities and to offer advice on appropriate pathways
Ensure that all admission paperwork relating to payment is completed and accurate and filed in the patient notes
Ensure that accurate records are kept regarding admissions, discharges and payments using the Trust PAS system and private patient database
In conjunction with the clinical services support manager ensure that all discharge information (including but not limited to admission paperwork, operation notes, anaesthetic charts and any other relevant information) to support a timely and efficient invoice process
Support the finance team in the invoicing process using Integra and other systems to ensure the full recovery of all monies due
Working with Clinical Services Support Manager and the wider team to identify service developments and new ways of working and develop plans for implementation for reporting to the Division.
Support the wider team in reviewing patient services to identify areas for improvement to enable services to provide patients with high quality care and experience. Work closely with the wider team to implement and deliver agreed improvement.
Person Specification
Qualifications
Essential

• BTEC or equivalent experience
• English language and Maths to GCSE level or above

Experience
Essential

• Experience of working in an administrative role within a busy environment
• Information Collection, Processing & Analysis
• Experience within a patient facing role

Desirable

• Good working knowledge of invoicing systems
• Good working knowledge of patient administration systems
• Experience within a private patient environment

Skills
Essential

• Excellent IT skills - Knowledge of Microsoft Office, Word, Excel, Access, PowerPoint
• Working knowledge of excel and the ability to input and extract data
• Good organisational skills
• Excellent communication skills.
• Good interpersonal skills
• Able to prioritise
• Ability to problem solve
• Ability to pay attention to detail

Desirable

• Knowledge of private patient practice

Person Specification
Qualifications
Essential

• BTEC or equivalent experience
• English language and Maths to GCSE level or above

Experience
Essential

• Experience of working in an administrative role within a busy environment
• Information Collection, Processing & Analysis
• Experience within a patient facing role

Desirable

• Good working knowledge of invoicing systems
• Good working knowledge of patient administration systems
• Experience within a private patient environment

Skills
Essential

• Excellent IT skills - Knowledge of Microsoft Office, Word, Excel, Access, PowerPoint
• Working knowledge of excel and the ability to input and extract data
• Good organisational skills
• Excellent communication skills.
• Good interpersonal skills
• Able to prioritise
• Ability to problem solve
• Ability to pay attention to detail

Desirable

• Knowledge of private patient practice