Resolution Manager

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Detailed job description and main responsibilities

For further information please refer to the job description and personal specification

To lead and manage query management responsibility within Private Care to drive service improvements across the Billing and Credit departments.

To provide regular performance reports to senior management, reflecting the team's progress and achievements.

To develop and implement action plans in alignment with Trust policies to address Private Care billing and credit control activities, ensuring targets are met.

To assist in identifying areas for service improvements and promote a strong information culture by providing support to staff as needed, while serving as an ambassador for high-quality information within Private Care to effectively meet the service's needs to minimize the risk of future debt related to private patients.

To encourage effective communication and assist in sourcing the necessary information to address internal requests and queries within Private Care.

To collaborate closely with the Private Care Commercial, Operational, and Clinical teams, ensuring that data reporting is accurate, timely, and supports the operational and financial performance.

To maintain an in-depth understanding of the clinical, operational and financial pathways at Royal Marsden, enabling the validation and audit functions to be performed to the highest standard.

Lead System Development: You will take the lead in designing, implementing, and optimizing a new query management system. This includes evaluating current processes, defining clear objectives for improvement, and creating a centralized system for managing sponsor queries efficiently.

Process Improvement: You will identify and focus on key initiatives to improve efficiency, such as automating query routing and creating a self-service portal for sponsors. You'll also continuously improve the system through feedback analysis and by ensuring operational changes improve the accuracy of private care charging.

Person specification

Education

Essential criteria

• GCSEs in Mathematics and English Language
• A level or equivalent qualifications
• Post -graduate degree in Business administration, Patient Customer service, Operational management or related field or relevant experience

Desirable criteria

• Professional Qualifications: Part-qualified or fully qualified CCAB, CIMA, CIPA or ACCA. NHS - specific finance training or certifications

Experience

Essential criteria

• Demonstrable experience in customer service, analytical or operations roles, with demonstrable experience in a supervisory or managerial capacity
• Extensive experience in overseeing and optimizing query management processes. Working knowledge of solving queries related to private patient billing and credit control issues
• Demonstrate the ability to Design and implement efficient query resolution workflows and escalation procedures.
• Sector-Specific Experience. Public sector- NHS or Private Patient experience. Understanding of the Private Patients Financial framework within the NHS Trust
• Stakeholder Engagement. Demonstrate ability to communicate financial information clearly to nonfinancial managers. Experience working with clinical and operational manager to support financial decisionmaking
• Proficient in data analysis and reporting tools. Strong skills in Excel and finance systems ( Compucare, EPIC, SBS, Healthcode ).
• Project and Change Management: Experience in contributing to or managing financial aspects of projects, service transformation or cost improvement programs.
• Significant experience of working in the NHS or Private Health Care
• Demonstrate ability to communicate clearly process changes to both clinical and nonclinical managers to support system changes.
• Good interpersonal skills with ability to liaise effectively with multidisciplinary team members

Skills

Essential criteria

• Ability to work on own initiative. Well organized: able to work effectively to tight deadlines and high standards. Able to manage time and prioritize conflicting demands.
• Advanced excel skills
• High level of numeracy and analytical skills. A pro -active problem -solving attitude
• Proven ability to work to strict deadlines, including ensuring that the resources of the team are used efficiently to meet all deadlines
• Demonstrate motivation, negotiation and persuasion skills
• Calm under pressure, whilst maintaining accuracy and attention to detail, with high level of analytical skills
• Ability to manage multiple priorities and work to tight deadlines. Effectively manage conflicting priorities
• Ability to work autonomously. Well organized - able to work effectively to tight deadlines and high standards. Able to manage time and prioritize conflicting demands
• Good interpersonal skills with ability to liaise effectively with multidisciplinary team members. Team player with collaboratively working style.
• Excellent attention to detail. Quickly and expertly identify and investigate inconsistencies in data
• Strong writing skills with ability to adapt style as appropriate to circumstances
• Keyboard skills and computer literacy (including knowledge of MS office packages)
• Experience in dealing with demanding customers.

Other

Essential criteria

• Self-motivating and demonstrating initiative

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment.

All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.

Flu Vaccination - What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.

Employer certification / accreditation badges

Documents to download

• Job description and person specification (PDF, 971.7KB)
• Job Features Form (PDF, 128.6KB)
• Royal Marsden Trust Values (PDF, 715.5KB)
• Workplace Wellbeing and Rewards Guide (PDF, 1.2MB)