Patient Lodge Liaison Officer
4 weeks ago
The accommodation services department manages a portfolio of over 400 units of accommodation, located at Guy’s and St. Thomas’ hospitals, for the benefit of patients, staff and visitors to the Trust. The department delivers a range of designated in-house services including Patient liaison, project Management, Housekeeping and maintenance. The service has recently seen significant developments and investment and is continually evolving to ensure that the complex requirements of the client group are met. The post holder will join a dynamic and skilled team, with the ability to build on the strengths of the current accommodation service, yet flexible to adapt to future changes to ensure the delivery of the department’s vision is achieved. The post holder will be responsible for providing an efficient and effective operational and reception service for the Simon Patient Lodge accommodation patients, meeting the needs and objectives of both the department and the Trust reception service for the accommodation patients lodge; meeting the needs and objectives of both the department and the Trust.
The post holder will be expected to work rotated shifts covering weekends, days, evening, nights and Bank Holidays working 37.5 hours per week.
The rotated shifts comprises of the Day shift 07.00am-15.00pm,Evening shift 15.00pm-23.00pm and the Night shift 23.00pm -07.00am
The Simon Patient Lodge Liaison Officer will be the first point of contact for patients and service users. The post holder will be responsible for providing an efficient and effective operational and reception service; meeting the needs and objectives of both the department and the Trust.
Responsible for the accurate, timely input of all data onto the Accommodation Res Manager system, ensuring all data is current and up to date.
Ensures the maintenance of all IT systems provided for the benefit of the department. Utilising Trust computer systems to ensure patient data is correct and up to date.
Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries.
Maintains strict credit control of guest accounts, liaising with guests and/or departments to arrange payment.
The Accommodation Services department manages a portfolio of over 400 units of accommodation, located at both hospitals and in our local community, for the benefit of patients, staff and visitors to the Trust. The provision of high quality accommodation is seen as a crucial part in supporting first class clinical services for patients and attracting to the Trust staff which are difficult to recruit.
The Simon Patient Lodge is specifically designed to provide a 'step-down' environment to accommodate patients who would otherwise occupy clinical bed spaces, despite not needing on-going clinical care. The Patient Lodge aims to assist in a more efficient use of the acute inpatient beds and reduce waiting lists and waiting times, by increasing the number of patients capable of receiving treatment on a day care basis. The hotel is open on a 24 hours basis, 7 days a week.
**Responsibilities**:
Operational
- Responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation patient lodge.Providing a courteous and efficient point of contact for patients both face to face and over the telephone.
- Allocates accommodation in accordance with the accommodation strategy and lodge placement guidelines; ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Liaise with clinical teams and SNP’s to ensure the smooth running of the step down function of the department. Promptly dealing with bed space escalation.
- Ensures all patients and guests are issued with the correct keys, swipe cards/access codes and documentation at point of arrival. Carries out orientation for guests on arrival.
- Records special requirements of patients/guests on arrival, carrying out placement guideline check.
- Responsible for maintaining accurate data entry for all departmental systems, ensuring that physical and electronic records are filed, audited and archived accordingly.
- Provides non-clinical assistance to guests, e.g. help with walking, whilst maintaining excellent customer service standards at all times.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Supervisor.
- Be proficient in basic emergency measures and seek appropriate help and assistance if a guest has any complaint or problem.
- Liaise with clinical team, outpatient services regarding discharge arrangements.
- Ensures that all repairs and maintenance issues are logged and dealt with effectively, to enable these issues to be resolved expediently.
- Ensures specific work is completed to ‘hotel style’ standards (e.g. the staging and styling of room acces
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