Patient Services Coordinator
1 month ago
Job Overview
The successful candidate will possess the ability to engage compassionately and effectively with a diverse range of individuals, including patients, healthcare professionals, and administrative staff across the organization, as well as external partners.
This role involves assisting patients via telephone regarding their outpatient appointments and facilitating the scheduling of community blood test appointments.
The individual will play a key role in organizing the workload of the departmental team and delivering a thorough clerical service to ensure a seamless and efficient operational management experience.
This is a fixed-term position for a duration of 7 months, with the possibility of extension. The working schedule will consist of 4 days a week, with shifts of 7.5 hours each.
Main Responsibilities
- Manage incoming external and internal patient inquiries via phone, adhering to established performance, quality, and service level agreements. Provide a flexible service focused on patient satisfaction.
- Offer assistance and guidance to patients, customizing conversations to meet their specific needs while helping them book or modify community blood tests and hospital appointments. Ensure that patient-centric care is at the forefront of all interactions.
- Exhibit strong verbal, oral, and written communication skills.
- Actively participate in monthly meetings with management and team members.
- Comply with departmental standard operating procedures, performance indicators, accuracy targets, and regulatory requirements, including data protection and customer security, while supporting vulnerable patients.
- Utilize relevant computer applications to ensure patient inquiries are addressed appropriately and resolved to the best of your ability.
- Manage personal workload and operate all services in accordance with performance, quality, and service level agreements, including internal policies and procedures, within agreed timelines.
- Treat all individuals with respect, demonstrating the core values and behaviors of the organization.
- Adhere to data protection regulations and maintain compliance with quality standards.
Working for Our Organization
North Middlesex University Hospital is part of the North Central London integrated care system, which includes various NHS and local authority organizations. We are committed to collaborating closely with our partners to achieve shared financial and performance objectives. While each organization operates independently, we have established an integrated care system framework for collaborative decision-making and shared strategies.
We take pride in our workforce and strive to ensure that their training equips them to deliver exceptional clinical care. Our institution also serves as a training hub for medical students from various universities.
Detailed Job Description and Main Responsibilities
- Responsible for addressing patient inquiries through various communication channels promptly, in line with performance, quality, and service level agreements, with a strong emphasis on patient satisfaction.
- Collaborate effectively within a team environment, valuing the perspectives and ideas of colleagues, and contributing to a positive team dynamic.
- Provide tailored assistance to patients, ensuring their needs are met when booking or amending appointments.
- Demonstrate excellent communication skills, adapting your approach to suit the communication channel while maintaining a focus on customer service.
- Engage in monthly meetings with management and team members to identify areas for improvement and suggest actionable development strategies.
- Follow departmental procedures and performance indicators, ensuring compliance with all regulatory requirements.
- Accurately manage patient information using relevant computer systems, ensuring inquiries are resolved effectively.
- Understand and interpret policies and procedures across various work areas, utilizing internal resources for consistent responses.
- The contact center operates based on demand, and advisors must be adaptable to shift bidding processes or fixed working patterns as required by business needs.
- Uphold the organization's values and demonstrate respect in all interactions with colleagues, patients, and visitors.
- Ensure compliance with equality legislation and actively promote diversity and equal opportunities.
Person Specification
Qualifications & Education
Essential Criteria
- Vocational education at level 3 or equivalent, with demonstrated leadership qualities.
- Extensive experience in administrative roles, effectively managing challenging situations while providing excellent customer service.
Desirable Criteria
- Experience working within the NHS, call centers, or patient care services.
- Proven leadership skills with the ability to manage teams and navigate complex situations.
- Strong communication skills, both face-to-face and over the phone.
We reserve the right to close vacancies prior to the advertised closing date once a sufficient number of applications have been received.
Please note that your application data will be processed by our third-party recruitment partners, who conduct recruitment activities on behalf of our organization.
If you are offered a position, your identity and right to work documentation will be verified remotely, using a certified identity verification service provider.
By applying for this position, you agree to the transfer of your application information to our preferred applicant management system.
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