Patient Services Officer

1 week ago


Preston, Lancashire, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

Job summary

Are you a caring and compassionate individual? Do you possess flexibility and dynamism? If so, we invite you to become a part of our administration team.

Join our close-knit team where exceptional communication and organizational skills are key. Manage your workload with initiative, be a skilled networker who enjoys challenges, and thrives in a bustling environment.

You will be pivotal in providing top-notch treatment and care to patients, delivering a responsive service with significant patient interaction (face to face, telephone, and written).

Flexibility and compassion are essential to ensure a premium experience for patients, caregivers, family members, and healthcare professionals.

Main duties of the job

This role offers variety and will keep you engaged.

  • Provide a diverse administrative service, engaging with patients, clinicians, AHP's, and Healthcare Scientist colleagues to maintain the highest standard of customer care.
  • Greet patients and visitors to the Centre and satellite clinics professionally and courteously.
  • Efficiently triage referrals within established guidelines, obtaining necessary additional information and updating IT systems accordingly. Swiftly handle provided information (from simple to highly complex) to ensure correct mobility equipment procurement/manufacturing.
  • Engage in audits and improvement programs to uphold service standards and supplier performance at a high level.

About us

Preston SMRC serves as the North West Enhanced War Veteran Centre, one of only 9 centers selected in England.

At SMRC, our primary focus is 'Quality of Care,' and we take pride in our long-standing recognition for Customer Service Excellence and ISO-9001:2008 accreditation.

Our facilities include fully equipped clinical suites for examinations and treatments, administrative offices, and specialized exercise areas.

The department boasts a multidisciplinary team, closely linked with various other medical disciplines and services at the Royal Preston Hospital.

Job description

Job responsibilities

  • Welcome patients and visitors professionally and courteously.
  • Communicate effectively with various stakeholders by phone, email, and in-person.
  • Manage and prioritize referrals/enquiries for designated patients.
  • Handle information promptly to facilitate correct mobility equipment procurement/manufacturing.
  • Coordinate patient transport requests and appointments.
  • Enter patient-related data into a dedicated IT system.

Person Specification

Knowledge & Experience

Essential

  • Previous experience in customer-facing roles.
  • Prior exposure to telephone communication.
  • Proficient in administrative tasks.
  • Ability to work independently.
  • Familiarity with MS Office tools, especially Word, Excel, and Outlook.

Desirable

  • Familiarity with accounts procedures and cash management.
  • Knowledge of Orthotic, Prosthetic, and Wheelchair services.
  • Skilled in the use of Oracle-based systems.
  • Experience with ISO 9000 or similar quality systems.
  • Previous staff supervision experience.

Qualifications & Education

Essential

  • Good general education background.

Desirable

  • ECDL certification or equivalent.


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