Booking Supervisor

6 months ago

London, United Kingdom UME Full time

Job Advert

**Main Purpose of the Job**:
The Booking Team Supervisor will be directly responsible for delivering an excellent customer service to patients, consultants, secretaries, and clinical teams at the Harley Street Medical Centre.

The post holder will work as part of a team to ensure patient referrals, queries, and appointment bookings are managed effectively.

The post holder will support the Bookings Team to create a customer service culture within the Clinic, coaching and supervising staff on customer care, data quality and call handling.

**Key External Relationships**:
**All external referrers**
- Consultants and medical secretaries
- NHS
- Corporate Clients
- Embassies

**Patients and the general public**

**Key Internal Relationships**:
Front of House, Radiographers, Radiologists, Nursing, Finance, and Executive teams.

**Key Responsibilities**:
To work with all clinical and non-clinical staff within the business to provide an efficient and effective patient journey:
**Telephone contact**
- Excellent telephone manners to interact with patients and associates who want to make, change or cancel their appointment.
- Deal with enquiries promptly and efficiently and sign post calls to other departments as appropriate.
- To provide a highly efficient, easily accessible booking service for our customers.

**Administration of appointment bookings**
- Ensure all referrals and appropriate patient data is recorded onto the patient administration system.
- To proactively manage the patient administrative pathway in the delivery of clinical services.
- Ensure referral letters requiring vetting are duly completed according to the instructions provided.
- Working with the Imaging department, ensure patient radiology reports are completed within the 48 hour target.
- To proactively deliver the daily, weekly & monthly patient activity targets set by the business.
- Ensure patient records are maintained and processed in accordance with the terms of the Data Protection Act 2018 as indicated in the company’s Data Protection Policy.
- Be responsible for audits providing ad hoc reports as directed.

**Departmental Interaction**
- To assist in the provision of an efficient non-clinical service for the radiology and nursing departments.
- Attend and participate in team meetings.
- Develop and nurture excellent departmental relationships with the nursing, imaging, front of house, finance and management teams.
- Inform and advise senior staff of all matters affecting service delivery (in accordance with policy and established procedures) and patient care.
- To work unsupervised at times, in accordance with Company Protocols and Policies
- Staff member will be aware of and discharge their responsibilities in the process of preventing and controlling infection in line with the Health and Social Care Act 2008 ( updated 2015)

**Supervising Staff**
- As directed by the Operations Director: coach, supervise and train staff on customer care, data quality and call handling.
- Develop specialist skills in clinical pathways and transfer that knowledge to team members through training and supervision.
- Support the management of staff including sickness, leave, rota and performance.

**Person Specification**

Skills and Experience (What skills and experience is required to enable the person to be successful in this role?)

**Essential**:

- Previous experience in a similar role
- Excellent interpersonal and customer service skills
- Well-developed interpersonal and communication skills
- Customer orientated approach
- Able to impart information clearly and concisely, both verbally and written
- Good organizational and time management skills
- Accuracy in administrative tasks with attention to detail and quality
- Experience of managing customers concerns and complaints
- Ability to work under pressure
- Highly motivated and flexible
- Calm and professional
- Ability to work without direct supervision, determine own/others work priorities.

**Desirable**:

- Knowledge of the Data Protection Act
- Switchboard experience
- Knowledge of medical terminology

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