Patient Support Specialist

4 weeks ago

Birmingham, Birmingham, United Kingdom Hall Green Health Full time

Position Overview

As a Patient Support Specialist, your primary responsibility will be to assist patients through our call center, both via telephone and in-person interactions. You will gather their medical concerns and relay this information to the appropriate healthcare professionals for assessment before scheduling appointments. Your role will also involve guiding patients to local resources, providing support to those in need, and collaborating closely with a dedicated team of clinical and non-clinical staff.

Key Responsibilities

You will be working in a dynamic call center environment, handling patient inquiries efficiently.

Your collaboration will extend to various healthcare professionals, including General Practitioners, Physician Associates, nursing staff, mental health specialists, and musculoskeletal practitioners.

Essential qualities for this role include empathy, reliability, and a willingness to assist others.

You will also work alongside the reception team to foster a supportive work atmosphere.

About Hall Green Health

At Hall Green Health, our mission is to prioritize our patients in every aspect of our operations.

Our reception team consists of approximately 28 dedicated members, who are highly regarded by both our partners and fellow staff. We serve as the initial point of contact for our patients.

We are committed to nurturing our staff through positive experiences, engaging events, regular one-on-one meetings, and annual appraisals to support personal and professional goals.

Hall Green Health encompasses multiple departments, including reception, secretarial services, private care, planned care teams, and prescription services. Our phone systems are designed to ensure that patients receive timely assistance without excessive wait times.

We pride ourselves on our advanced techniques and procedures, with ongoing training provided throughout the year.

Job Duties

As a Patient Support Specialist, your responsibilities will include:

  • Managing incoming calls and addressing face-to-face inquiries.
  • Warmly welcoming patients and visitors to the facility.
  • Coordinating appointment scheduling for patients.
  • Checking patients in upon arrival.
  • Handling all requests with efficiency and courtesy.
  • Screening inquiries for medical staff.
  • Explaining practice procedures to new patients.
  • Accurately collecting patient information and personal details.
  • Updating the practice's computer system with appointments and patient data.
  • Processing online requests.
  • Assisting with triage appointments through the same-day team.
  • Receiving and dispatching urine and blood samples to laboratories.
  • Communicating test results and messages to patients as directed by healthcare professionals.
  • Maintaining a clean and professional reception and waiting area.
  • Drafting correspondence on behalf of the practice and medical staff.
  • Providing coverage for colleagues during their absence.

Additional Responsibilities

  • Ensuring thorough knowledge of building security protocols.
  • Providing refreshments for staff and visitors as needed, while keeping the kitchen area tidy.
  • Keeping the reception and waiting areas organized and free from clutter.
  • Performing any other tasks assigned by management.

Team Collaboration

  • Understanding your role and responsibilities within the organization.
  • Functioning as an effective team member, providing support to colleagues.
  • Accepting delegated tasks from management, prioritizing your workload, and implementing effective time-management strategies.
  • Engaging in team activities aimed at enhancing patient care.

Communication Skills

  • Effectively communicating with other members of the healthcare team.
  • Demonstrating sensitive communication styles to ensure patients are well-informed and consent to treatment.
  • Handling sensitive information with care.
  • Adhering to confidentiality requirements, including data protection policies.

Confidentiality

  • Recognizing the importance of patient confidentiality and handling sensitive information appropriately.
  • Accessing confidential information only as necessary for your role.
  • Sharing patient information only with authorized personnel in accordance with practice policies.

Health & Safety

  • Utilizing personal security systems in accordance with practice guidelines.
  • Identifying and managing risks associated with work activities.
  • Applying training to enhance knowledge and skills.
  • Following infection control procedures and maintaining a safe work environment.
  • Reporting potential risks as they arise.
  • Complying with health and safety policies, including fire safety procedures.

Commitment to Equality and Diversity

  • Supporting the rights and dignity of patients, colleagues, and caregivers.
  • Acting in a manner that respects individual rights and needs.
  • Creating a welcoming and non-judgmental environment for all.

Personal and Professional Development

  • Participating in training programs as part of your employment.
  • Engaging in annual performance reviews and maintaining a record of personal development.
  • Taking responsibility for your own learning and demonstrating skills to others.

Required Experience

  • Experience in handling calls and switchboard operations.
  • Familiarity with Emis Web.
  • Proficiency in IT.
  • Strong customer service skills with clear communication.
  • Excellent punctuality.
  • Quick and efficient learner.
  • Empathetic and sympathetic demeanor.
  • Strong work ethic and team player.
  • Ability to self-motivate.
  • Calm and respectful attitude.

Preferred Experience

  • Background in primary care.
  • Experience working in large teams.
  • Previous call center experience.
  • Computer literacy.

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