Private Patients - Assistant Service Manager

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St George's University Hospitals NHS Foundation Trust Private Patients - Assistant Service Manager

The closing date is 25 September 2026

Apply for this job

Job summary

The post-holder will provide efficient and effective administrative support to Private (and where necessary Overseas) patients and is responsible for managing and delivering high-quality services within the Trust, ensuring a seamless and professional experience throughout their care journey.

The department coordinates bookings, billing, and administrative processes, supporting consultants and clinical teams to optimise private patient activity. It ensures compliance with relevant legislation, Trust policies, and financial governance while safeguarding the integrity of NHS resources.

The team also works collaboratively across departments to enhance service efficiency, patient satisfaction, and income generation for the organisation.

Main duties of the job

Support the delivery of high-quality, patient-centred administrative and customer services across Private inpatients, outpatients and diagnostics.

Ensure that administrative processes support efficient, responsive and coordinated patient pathways.

Monitor service performance, patient feedback and complaints, and support the implementation of actions and improvements as required.

Work collaboratively with clinical and operational colleagues to support effective service delivery and patient experience.

To ensure that all consultants undertaking Private Practice at St Georges, and their private secretaries are aware of procedure for managing these patients

To ensure pre-authorisation of entitlement to treatment, patient registration, liaison with admitting consultants and invoicing of purchasers.

**Please refer to the Job description for further details on the main duties of the role**

About us

St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).

After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.

At gesh we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.

Details

Date posted

11 September 2026

Pay scheme

Agenda for change

Band

Band 5

Salary

£38,488 to £46,852 a year per annum

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Flexible working

Reference number

200-NN-8259098-A&C-Z

Job locations

St. George's University Hospital

St. George's Hospital, Blackshaw Road

Tooting

SW17 0QT

United Kingdom

Job description

Job responsibilities

**Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification**

Qualifications and Training

Essential:

• Educated to A- level, and evidence of further work-based training
• At least 2 years experience of working in customer care/ health service environment

Experience

Essential:

• Demonstrable experience of working in the private healthcare sector or NHS Private Patients Team.
• Demonstrable experience of successful communication and pre-authorisation of procedures with Private Medical Insurance companies.
• Demonstrable experience of working in a supervisory role.
• Experience of working across inpatient, outpatient and diagnostic services.
• Experience of working with clinical teams and senior stakeholders.

Desirable:

• Excellent understanding of the DOH regulations
• Experience of monitoring service performance and activity.

Skills

Essential:

• Flexible and adaptable to a wide range of duties.
• Highly organised with a logical and analytical approach to problem-solving.
• Ability to deal with patient complaints and complex service issues appropriately
• Strong stakeholder management and communication skills across clinical and non-clinical teams
• Understanding of financial capture, billing readiness and private patient processes.
• Good literacy and numeracy skills

Knowledge

Essential:

• Knowledge of Medical Terminology
• Excellent understanding of data quality, information governance, confidentiality and GDPR requirements.
• Excellent demonstratable knowledge of Ethics and operational pressures of Private patient processes, legal frameworks and requirements in line with Trust policies and Standard Financial Instructions (SFIs).

Desirable:

• Knowledge or Cerner/Iclip system, EPR, SBS - Oracle, Apex Soliton Radiology Systems.
• Knowledge of key responsibilities and requirements Private patient teams have to adhere to in relation to Clinical Coding And Schedule Development (CCSD) and the Private Healthcare Information Network (PHIN).
• Excellent knowledge of the rules relating to the Department of Health Document entitled The Effective Commissioner-Who Pays and the current guidelines on management of overseas visitors.
• An excellent working knowledge of the NHS Complaints Procedure

Other

Essential:

• Ability to develop good working relationships across the Trust and within the team.
• Excellent verbal numerical, written and communication skills.
• Able to deal with contentious and difficult situations calmly and sympathetically.
• Resilient and confident when managing change, challenge and escalation.
• Ability to prioritise workload effectively

Job description

Job responsibilities

**Please see the attached supporting job description and person specification document, which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification**

Qualifications and Training

Essential:

• Educated to A- level, and evidence of further work-based training
• At least 2 years experience of working in customer care/ health service environment

Experience

Essential:

• Demonstrable experience of working in the private healthcare sector or NHS Private Patients Team.
• Demonstrable experience of successful communication and pre-authorisation of procedures with Private Medical Insurance companies.
• Demonstrable experience of working in a supervisory role.
• Experience of working across inpatient, outpatient and diagnostic services.
• Experience of working with clinical teams and senior stakeholders.

Desirable:

• Excellent understanding of the DOH regulations
• Experience of monitoring service performance and activity.

Skills

Essential:

• Flexible and adaptable to a wide range of duties.
• Highly organised with a logical and analytical approach to problem-solving.
• Ability to deal with patient complaints and complex service issues appropriately
• Strong stakeholder management and communication skills across clinical and non-clinical teams
• Understanding of financial capture, billing readiness and private patient processes.
• Good literacy and numeracy skills

Knowledge

Essential:

• Knowledge of Medical Terminology
• Excellent understanding of data quality, information governance, confidentiality and GDPR requirements.
• Excellent demonstratable knowledge of Ethics and operational pressures of Private patient processes, legal frameworks and requirements in line with Trust policies and Standard Financial Instructions (SFIs).

Desirable:

• Knowledge or Cerner/Iclip system, EPR, SBS - Oracle, Apex Soliton Radiology Systems.
• Knowledge of key responsibilities and requirements Private patient teams have to adhere to in relation to Clinical Coding And Schedule Development (CCSD) and the Private Healthcare Information Network (PHIN).
• Excellent knowledge of the rules relating to the Department of Health Document entitled The Effective Commissioner-Who Pays and the current guidelines on management of overseas visitors.
• An excellent working knowledge of the NHS Complaints Procedure

Other

Essential:

• Ability to develop good working relationships across the Trust and within the team.
• Excellent verbal numerical, written and communication skills.
• Able to deal with contentious and difficult situations calmly and sympathetically.
• Resilient and confident when managing change, challenge and escalation.
• Ability to prioritise workload effectively

Person Specification

Qualifications and Training

Essential

• Educated to A-Level, and evidence of further work based training
• At Least 2 years' experience working in customer care/ healthcare environment

Experience

Essential

• Demonstrable experience of working in the private healthcare sector or NHS Private Patients Team.
• Demonstratable experience of successful communication and pre-authorisation of procedures with Private Medical Insurance companies.
• Demonstrable experience of working in a supervisory role.
• Experience of working across inpatient, outpatient and diagnostic services.

Desirable

• Excellent understanding of the DOH regulations
• Experience of monitoring service performance and activity.

Skills

Essential

• Understanding of financial capture, billing readiness and private patient processes.
• Highly organised with a logical and analytical approach to problem-solving.
• Strong stakeholder management and communication skills across clinical and non-clinical teams
• Good literacy and numeracy skills
• Ability to deal with patient complaints and complex service issues appropriately

Knowledge

Essential

• Knowledge of Medical Terminology
• Excellent understanding of data quality, information governance, confidentiality and GDPR requirements.
• Excellent demonstrable knowledge of Ethics and operational pressures of Private patient processes, legal frameworks and requirements in line with Trust policies and Standard Financial Instructions (SFIs).

Desirable

• Knowledge or Cerner/Iclip system, EPR, SBS - Oracle, Apex Soliton Radiology Systems.
• Knowledge of key responsibilities and requirements Private patient teams have to adhere to in relation to Clinical Coding And Schedule Development (CCSD) and the Private Healthcare Information Network (PHIN).

Other

Essential

• Ability to develop good working relationships across the Trust and within the team.
• Resilient and confident when managing change, challenge and escalation

Person Specification

Qualifications and Training

Essential

• Educated to A-Level, and evidence of further work based training
• At Least 2 years' experience working in customer care/ healthcare environment

Experience

Essential

• Demonstrable experience of working in the private healthcare sector or NHS Private Patients Team.
• Demonstratable experience of successful communication and pre-authorisation of procedures with Private Medical Insurance companies.
• Demonstrable experience of working in a supervisory role.
• Experience of working across inpatient, outpatient and diagnostic services.

Desirable

• Excellent understanding of the DOH regulations
• Experience of monitoring service performance and activity.

Skills

Essential

• Understanding of financial capture, billing readiness and private patient processes.
• Highly organised with a logical and analytical approach to problem-solving.
• Strong stakeholder management and communication skills across clinical and non-clinical teams
• Good literacy and numeracy skills
• Ability to deal with patient complaints and complex service issues appropriately

Knowledge

Essential

• Knowledge of Medical Terminology
• Excellent understanding of data quality, information governance, confidentiality and GDPR requirements.
• Excellent demonstrable knowledge of Ethics and operational pressures of Private patient processes, legal frameworks and requirements in line with Trust policies and Standard Financial Instructions (SFIs).

Desirable

• Knowledge or Cerner/Iclip system, EPR, SBS - Oracle, Apex Soliton Radiology Systems.
• Knowledge of key responsibilities and requirements Private patient teams have to adhere to in relation to Clinical Coding And Schedule Development (CCSD) and the Private Healthcare Information Network (PHIN).

Other

Essential

• Ability to develop good working relationships across the Trust and within the team.
• Resilient and confident when managing change, challenge and escalation

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

St George's University Hospitals NHS Foundation Trust

Address

St. George's University Hospital

St. George's Hospital, Blackshaw Road

Tooting

SW17 0QT

United Kingdom

Employer's website

https://www.stgeorges.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

St George's University Hospitals NHS Foundation Trust

Address

St. George's University Hospital

St. George's Hospital, Blackshaw Road

Tooting

SW17 0QT

United Kingdom

Employer's website

https://www.stgeorges.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Assistant Director of Finance - Resources

Amol Joshi

[email protected]

07886084719

Details

Date posted

11 September 2026

Pay scheme

Agenda for change

Band

Band 5

Salary

£38,488 to £46,852 a year per annum

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Flexible working

Reference number

200-NN-8259098-A&C-Z

Job locations

St. George's University Hospital

St. George's Hospital, Blackshaw Road

Tooting

SW17 0QT

United Kingdom

Supporting documents

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St George's University Hospitals NHS Foundation Trust's privacy notice (opens in a new tab)

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