Patient Administration Lead

3 months ago

Henley on Thames, United Kingdom Evolutio Care Innovation Limited Full time

Evolutio is an independent Hospital Eye Service provider, established in 2011 and having seen over 500,000 patients, using multi-disciplinary clinical teams, working together to deliver a high-quality ophthalmology outpatient and minor surgical service for NHS patients.

The patient administration lead will work as part of a team to ensure the smooth running of the patient services team, ensuring that patients receive quality care and an all-around great experience whilst using our services from receipt of the referral, booking an appointment and answering any queries arising from the patients during their journey with Evolutio. This quality of service will be also expected towards referring practices, GP’s and other care providers. You will have excellent communication and relationship-building skills and will be the first point of contact for the team on shift, escalating issues to the general manager, where needed.

You will work closely with the regional and clinic managers ensuring that our waiting lists are kept to a minimum and capacity in clinics is best utilized

At Evolutio we offer a wide range of benefits to support your career and wellbeing. These include
- Access to a learning and development
- Private Health Insurance - Bupa
- Private Mental Health Care - Bupa
- Mental Health First Aiders
- Employment wellbeing programme
- 28 days holidays
- NHS Discounts across a wide range of shops, restaurants and retailers
- Cycle to work scheme

**Main Duties and Responsibilities**
- Provide support and supervision to the patient service team, respond to any issues and enquiries arising from the team.
- Handle questions from employees, patients, clinicians, GP’s and other care providers.
- Manage waiting lists of patients awaiting to be booked.
- Responsible for ensuring that safety standards are met, and quality controls are maintained.
- Ensure that patient records are up-to-date and communications towards all parties involved are provided in a timely manner.
- Ensuring processing of complex and emergency referrals.
- Oversee the performance of staff during their shift, ensuring efficiency, smooth workflow, monitor call quality and KPI’s set.
- Support the induction and training of new staff.
- Communicate sensitively and clearly with patients.
- Have the ability to deescalate complaints and provide resolution to issues encountered by patients.
- Maintain appropriate security and confidentiality of patient data information.
- Ensure that staff working have the correct equipment and resources to perform their duties.
- Managing weekly rotas, ensuring all tasks are assigned. This will include:

- All the silos in eVonnect are monitored
- All call centres are manned and supported

**Skills**
- Ability to organize and priorities own workload.
- Patient focused.
- Strong problem solving skills.
- Great communicator.
- High level of attention to detail in a busy service environment
- Organisational and time management
- Collaborate and team player, ability to build strong partnerships and work with colleagues across the business
- Strong interpersonal and oral communication skills
- Strong written communication skills

**Salary**: £28,000.00 per year

**Benefits**:

- Cycle to work scheme
- Free flu jabs
- Health & wellbeing programme
- Private medical insurance

**Experience**:

- Medical Receptionist: 1 year (preferred)

Ability to Commute:

- Henley-On-Thames, RG9 1HG (required)

Ability to Relocate:

- Henley-On-Thames, RG9 1HG: Relocate before starting work (required)

Work Location: In person

Reference ID: 300

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