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Patient Advisor

3 months ago

StokeonTrent, Stoke-on-Trent, United Kingdom Veincentre Full time

As a Patient Advisor, your primary responsibility is to provide exceptional support, guidance and advocacy to patients throughout their healthcare journey. You will serve as a vital link between patients and healthcare professionals, ensuring that patients receive the best possible care and experience.

Key Responsibilities & Requirements

  • Patient Support and Guidance: Act as a compassionate and empathetic resource for patients, actively listening to their concerns, answering questions and providing clear explanations about medical procedures, treatments and options. Offer emotional support and reassurance to alleviate anxiety and foster a positive patient experience.
  • Care Coordination: Coordinate appointments and discuss treatment plans for patients. Ensure that necessary medical notes and documentation are completed accurately and in a timely manner.
  • Advocacy: Proactively identify and address any obstacles or challenges that patients may face including communication barriers, financial constraints, or administrative issues.
  • Quality Improvement: Continuously evaluate and monitor the patient experience and identify with your Clinic Manager, areas for improvement. Collaborate with the healthcare team to implement strategies that enhance patient satisfaction, engagement, and overall quality of care.
  • Documentation and Reporting: Maintain accurate and detailed records of patient interactions, including enquiries, concerns, appointment bookings, aftercare advice and outcomes. General reports on patient feedback to inform decision making and enhance service delivery.
  • Invoicing and Payments: Manage the invoicing process for patients, including insurance coverage and ensuring accurate billing. Communicate with patients regarding the understanding of their treatment costs and provide assistance with payment options when necessary, along with taking payments.

Requirements:

  • Strong interpersonal and communication skills with the ability to effectively engage and build rapport with patients.
  • Empathy, compassion and patience in dealing with patient's needs.
  • Knowledge of medical terminology, healthcare systems and procedures are desirable but not essential.
  • Problem solving abilities and the capacity to remain calm and composed in busy and high pressure situations.

Person Specification

Experience

  • Experience within a healthcare setting would be advantageous, but is not essential.
  • Experience of using patient administration systems and electronic medical record systems would also be advantageous.
  • Ability to prioritise well, depending on the customer/patient's needs.

Knowledge, Skills & Abilities

  • Confidence and ability to work within strict guidelines and processes.
  • Excellent communication skills, both verbal and written.
  • Excellent attention to detail.
  • Highly motivated and able to work autonomously and as part of a team.

Personal Qualities

  • Confident establishing rapport with patients virtually/by phone.
  • Able to empathise, with a caring and positive attitude.
  • Able to adapt your approach to speak comfortably and confidently to a wide range of people.
  • Able to stay calm under pressure, ensuring that patients are given correct information and guidance according to the training given.
  • Able to build and maintain exceptional relationships with colleagues and patients.
  • Consistently professional and positive attitude demonstrated to all colleagues and patients; personable, confident and articulate at all times.

Pay:
£21,564.00 per year

Benefits:

  • Employee discount

Schedule:

  • 8 hour shift
  • Day shift

Supplemental pay types:

  • Bonus scheme

Work Location:
In person