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Surgical Coordinator and Patient Education Specialist

2 months ago

London, Greater London, United Kingdom ConsultingRoom Ltd Full time
Job Title: Surgical Coordinator and Patient Education Specialist

ConsultingRoom Ltd is seeking a highly organized and professional Surgical Coordinator and Patient Education Specialist to join our prestigious medical aesthetics clinic in London. This role is critical to supporting patients throughout their treatment journey while assisting the patient services and clinical teams with their responsibilities.

This position offers an exciting opportunity to work within a close-knit team that values independent thinking and shares a common goal of delivering the highest standards of care and service.

Key Responsibilities:
  • Surgical Coordination:
    • Schedule and coordinate surgical procedures and pre/post-operative appointments.
    • Communicate with surgical teams, anaesthesiologists, and relevant departments to confirm availability and arrangements.
    • Ensure all pre-operative tests and documentation are completed and available.
  • Patient Education:
    • Provide detailed information to patients and families about surgical procedures, risks, benefits, and alternatives.
    • Educate patients on pre-operative preparations and post-operative care.
    • Address patient questions and ensure clear understanding of the surgical process.
  • Pre-Operative and Post-Operative Support:
    • Assist patients with pre-operative preparations, such as fasting, medication adjustments, and transportation.
    • Follow up post-operatively to monitor recovery and address any concerns.
    • Coordinate follow-up appointments and ensure continuity of care.
  • Documentation and Record-Keeping:
    • Maintain accurate patient records, including surgical consents and progress notes.
    • Ensure all documentation complies with legal and regulatory requirements.
  • Communication and Liaison:
    • Serve as the main point of contact between patients, surgical teams, and other healthcare providers.
    • Facilitate clear communication to ensure all parties are informed and any issues are promptly addressed.
  • Quality Improvement:
    • Participate in quality improvement initiatives to enhance patient care and surgical outcomes.
    • Collect and analyze data to identify areas for improvement.
  • Additional Responsibilities:
    • Clinic Operations:
      • Ensure the clinic is opened and closed according to schedule.
      • Maintain an immaculate clinic environment at all times.
      • Perform daily cash-up procedures.
    • Front of House Duties:
      • Greet patients and visitors warmly and handle patient bookings and coordination.
      • Manage the clinic diary and appointments, answering phones and responding to emails and WhatsApp messages.
    • Administrative Support:
      • Liaise with patients for follow-up appointments, invoices, and treatment information.
      • Manage patient records and ensure confidentiality in line with GDPR regulations.
      • Prepare patient consultation letters and manage correspondence.
    • Payment Handling:
      • Process payments, issue receipts, and handle billing enquiries.
    • Customer Service Excellence:
      • Provide high-level patient care, address queries, and assist with paperwork.
      • Ensure patient satisfaction and comfort while adhering to Standard Operating Procedures (SOP).
    • Problem Solving and Crisis Management:
      • Handle patient concerns or emergencies efficiently and escalate issues when required.
    • Technology and Systems Use:
      • Utilise clinic management software for scheduling and payment processing (Pabau).
      • Accurately update and retrieve patient data using electronic systems.
    • Compliance and Standards:
      • Adhere to clinic policies and stay informed about healthcare regulations and best practices.

Key Skills:

Essential:

  • Experience in reception/customer service in a private medical clinic.
  • Strong organisational skills and the ability to work accurately and methodically.
  • Excellent communication skills, both written and oral.
  • Proficiency in Microsoft Word, Excel, and PowerPoint.
  • Experience with medical software (Pabau is advantageous).
  • Understanding of medical terminology and regulatory compliance.

Desirable:

  • Knowledge of the Pabau CRM System.
  • Experience with Care Quality Commission (CQC) standards.
  • Prior experience in aesthetics or cosmetic surgery.