The Resolution Manager will be responsible for leading the development, implementation, and optimization of a new, streamlined query management system. Their primary goal will be to significantly reduce billing delays and enhance communication between the credit control team and sponsors. This role will be crucial for improving operational performance, minimizing financial risks, and strengthening sponsor relationships. This role will require an in-depth understanding of the organization's clinical, operational, and financial pathways to ensure the highest standards of validation and auditing.

Overview

The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.

Responsibilities

• Lead development, implementation, and optimization of a streamlined query management system aimed at reducing billing delays and enhancing communication between the credit control team and sponsors in accordance with Trust regulations and sponsor contractual terms to identify errors and inconsistencies.
• Enhance operational performance, minimize financial risks, and improve sponsor relationships, resulting in a more efficient and transparent billing system.
• Identify, review and focus on evaluating current query management processes, define clear objectives for improving responsiveness and transparency, and implement a centralized system to efficiently manage sponsor queries.
• Support planning, executing, and monitoring key initiatives such as automating query routing, creating a self-service portal for sponsors, and ensuring continuous improvement through feedback analysis.
• Drive and support change to improve private patient and sponsor satisfaction, expedite payment processes, and foster a more efficient and transparent billing system.
• Support and implement operational changes to improve the accuracy of Private Care charging for clinical activity performed at the Trust in accordance to the Trust policy, rules & regulations.
• Lead and manage query management responsibility within Private Care to drive service improvements across the Billing and Credit departments.
• Provide regular performance reports to senior management, reflecting the team’s progress and achievements.
• Develop and implement action plans in alignment with Trust policies to address Private Care billing and credit control activities, ensuring targets are met.
• 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.
• Encourage effective communication and assist in sourcing the necessary information to address internal requests and queries within Private Care.
• 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.
• 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: design, implementing, and optimizing a new query management system, including evaluating current processes, defining objectives for improvement, and creating a centralized system for managing sponsor queries efficiently.
• Process Improvement: identify key initiatives to improve efficiency, such as automating query routing and creating a self-service portal for sponsors, and continually improve the system through feedback analysis and by ensuring operational changes improve the accuracy of private care charging.

This advert closes on Wednesday 3 Sep 2025