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University Hospitals Coventry and Warwickshire NHS Trust

About

University Hospitals Coventry and Warwickshire (UHCW) NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our skilled employees across our hospital sites in Coventry and Rugby, with high quality patient care positioned at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a national and international leader in healthcare.

We provide general acute hospital services to approximately 500,000 people from Coventry and Rugby and specialist hospital services to over one million people from Coventry, Warwickshire and beyond. The Trust has a revenue budget of approximately £473 million, we employ over 10,000 staff, manage 1,380 beds and 32 operating theatres.

The Trust is made up of the following hospitals:
University Hospital Coventry
Hospital of St Cross – Rugby

Contact

Address: University Hospital Coventry; Clifford Bridge Road; Walsgrave; Coventry; West Midlands; CV2 2DX
Contact Number: 02476 96 9192

Find out more

Jobs Website

Open

Ref: 218-AC-B4-8167987 Vacancy ID: 8167987

Senior Overseas Patient Access Officer

Accepting applications until: 03-Aug-2026 23:59

Vacancy status: Open

Accepting applications until: 03-Aug-2026 23:59

Location

Site: University Hospitals Coventry and Warwickshire
Address: Clifford Bridge Road
Town: Coventry
Postcode: CV2 2DX
Major / Minor Region: Warwickshire

Contract type & working pattern

Contract: Permanent
Hours: Full time - 37.5 hours per week (Three 9.5 hours shifts and one 9.0 hour shift per week (Excluding Breaks) Or Five 7.5 hours shifts per week (Excluding Breaks) Working Days are variable and include weekends.)

Salary

Salary: £28,392 - £31,157 per annum
Salary period: Yearly
Grade: (NHS AfC: Band 4)

Specialty

Main area: Finance

Interview date: 13/08/2026

Detailed job description and main responsibilities

To be an expert in all matters regarding the Overseas Visitor Charging Regulations and applicable laws, keeping up to date with changes to relevant guidance, laws and regulations.
To act as the first point of contact for liaising with Overseas and Private Patients, their relatives, Home Office, relevant Health Boards, Insurance providers in obtaining relevant documents required about their NHS eligibility and medical treatment costs.
To be able to make judgements regarding a patient’s eligibility for free treatment, and inform patients of their eligibility status. To be able to recognise when a case becomes complex enough to be referred to an Overseas Visitor Manager. This will require contacting them by writing letters, by phone, e-mail and in person. Take action as necessary liaising with others as appropriate.
To deliver potentially life changing news to patients, delivering invoices up to £300,000 to patients for patient treatment, some of which may have been necessary to save their life.
Ensure all enquiries are effectively managed and successfully resolved within a prompt timescale ensuring all relevant personnel are informed as necessary and an appropriate record is maintained. Liaising and effectively communicating at all levels using written, oral and electronic methods. Using tact and sensitivity to deal with difficult issues as required.
To take deposits for patient treatment (where clinically and financially appropriate) at the point of interview. Ensure staff members arrange instalment plans after liaising with the credit control departments. Ensure that debtors facing financial hardship are identified and verified efficiently and effectively, and ensure Trust policies designed to protect such patients are adhered to.
To obtain European Health Insurance Card (EHIC)/Provisional Replacement Certificate data from patient who live in European Union Countries.
To ensure, wherever possible, that all documentation is up-to-date, obtained in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
To accurately process Stage 1 and Stage 2 interview documents.
To liaise with Overseas and PP Managers for chasing up relevant ID documents from patients and process them accurately on the Trusts systems.
The assist the Overseas and Private Patient Team for all types of admin/reception and phone calls.
To maintain an effective working relationship with the Patient Access, Finance and Credit Control Departments.
To ensure that all Overseas and PP relevant documents are processed appropriately and supporting information and that queries are logged and answered promptly.
To maintain the Overseas and Private Patient files, Computer Records, Invoicing Tracker on a day to day basis and ensure deadlines are met accurately.
Ensure all correspondences with the Patients, their relatives, Insurance Providers, Home Office, Department of Health and all relevant external organisations are done correctly to obtain relevant documents and information within the deadlines.
To assist Associate Overseas and Private Patient Managers and other Overseas and Private Patient Team members on a day to day basis.
To have a working knowledge of EPR, Spine, MS Office, Excel, Outlook and Finance.
To assist with the implementation and maintenance of an efficient office management/admin system/procedures to enable the Department to optimise their services. This will require: Excellent customer service skills, effective time management; arranging meetings; minutes taking, preparation of correspondence and reports; establishing and maintaining efficient manual and electronic correspondence and documentation management systems; ensuring office equipment and stationery levels are maintained, processing orders as required.
Monitoring and assisting with the investigation of complaints in line with Trust guidelines, policies and procedures, instigating any immediate action required for reasons of health, safety and security.
Dealing with constant interruptions and occasional verbal aggression from service users in a professional manner.
Maintaining an effective working relationship with other individuals in the Trust, ensuring that work is carried out efficiently, to a high standard, to deliver a professional service focused on achieving a high level of customer satisfaction.
To undertake any other duties as required which are consistent with the grade and nature of the post.
To deputise for senior staff members where appropriate.
In house training will be available for the post-holder which ranges from practical implementation of the guidance to protecting the financially vulnerable and ensuring equality within the departmental operations.
The post holder will need to be highly numerate and be able to effectively communicate with patients.

For further details of the role please see the attached job description.

To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust’s Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust’s Values and Behaviours which can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.

The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.

In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third-party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.

UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.

If you are successful at interview you will receive a conditional offer of employment and we’ll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer.

We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.

Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.

All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Person specification

Qualification/Training

Essential criteria

• 5 GCSEs A-C or equivalent including English and Maths • Higher National Certifications, NVQ 4 or 5, foundation degree, Higher National Diploma or equivalent

Desirable criteria

• Degree or equivalent in a business or financial related subject, or equivalent commensurate work experience in an overseas or finance department. • Experience to give equivalent knowledge to that of a Honours degree (Vocational Qualifications level 6) in overseas visitor access management

Experience

Essential criteria

• Experience in a pressured, change orientated environment. • Administration experience in an administrative/financial environment • Experience in undertaking Audits • Experience of effective communication and dealing with people /situations involving distressed or agitated people. • Experience in explaining complex financial or technical information to patients or customers, which may be contentious to them. • Experience in planning and enacting own workload, including setting meetings • Experience in a customer/patients facing role. Use of negotiation skills to solve problems or diffuse difficult situations. • Advanced decision making and resolving complex work related issues. • Use of Information Administration Systems. • Previous administrative experience at a senior level • Delivering Staff or Customer Care training • Understanding of Company Financial Regulations and experience in ensuring compliance with regulations • Understanding of Overseas Visitors Regulations • Good working knowledge and experience of Microsoft Office – Word, Excel and Outlook • Experience of or ability to present to groups confidently and competently • Feedback in regard to the success of trials in the department/company

Desirable criteria

• NHS Experience • Working with non-finance professionals. • Experience within an Overseas Patient department in the NHS • Experience in collecting debt from patients / customers • Experience of working with NHS Tariffs • Experience of working within an NHS finance environment • Use of Hospital Patient Information Administration Systems. • Experience in explaining complex information to patients, which may be contentious to them in both their chargeability status in the NHS and the way in which the charges have been derived • Negotiations skills specific to the charging of overseas visitors. • Experience in checking ID documents, Customer Services, Credit Control / Debt Managemen

Knowledge

Essential criteria

• Expert knowledge and understanding of Overseas Visitors Regulations • Thorough working knowledge of Microsoft Office packages i.e. Outlook, Word, Excel. • Excellent understanding of general office working procedures. • Able to express complex and sensitive financial issues, both orally and in writing, in an easily understood manner • Able to communicate in a confident manner both internally / externally.

Desirable criteria

• Knowledge of the national tariff payment systems • Knowledge of NHS policies and procedures

Skills

Essential criteria

• Confident with finance (Raising Invoice requests, taking payments, arranging payment plans) • Able to use guidance and historic examples to compare, contrast and analyse, in order to establish the correct outcome in a given situation. • Be able to complete analysis and comparison of the facts in front of patients. • Able to work independently, plan own meetings around other priorities. • Self-confident • Conscientious approach to their work • Able to create and manipulate reports for own area of work • Courteous and professional • Calm under pressure • Positive attitude • Able to work unsupervised • Time management • Attention to detail • Empathetic approach to managing and resolving enquiries. • Able to analyse problems and initiate appropriate solutions effectively. • Able to write complex reports, formulate policies and transcribe and compose minutes. • Driving and Keyboard Skills (Including possession of a valid UK driving license) • Able to refer to other services (E.G Debt Advice agencies)

Desirable criteria

• Innovative and imaginative in resolving problems • Able to use overseas guidance and historic examples to compare, contrast and analyse, in order to establish the correct outcome in a given situation.

Commitment to Trust Values and Behaviours

Essential criteria

• Must be able to demonstrate behaviours consistent with the Trust’s values. (As detailed in UHCW’s Values in Action document below) • Applicants applying for job roles with managerial responsibility will be required to demonstrate evidence of promoting equal opportunities through work experience