Patient Services Coordinator
3 weeks ago
Position Overview
We are seeking to recruit a Patient Services Coordinator to become a vital member of our welcoming team that assists various specialty clinics within our Outpatients Department.
The successful candidate will deliver effective administrative assistance focused on patient needs to support a diverse range of outpatient services. While prior experience in a patient-facing role is preferred, candidates must show a strong understanding of the significance of exceptional patient care and be open to training opportunities. The coordinator will play a key role in fostering effective communication between patients and the multidisciplinary healthcare team.
Key Responsibilities
- Welcome patients, visitors, and staff to the Outpatient department with consistent politeness and friendliness, especially those who may be anxious.
- Verify and update patient demographic information in the electronic patient record (EPR) during bookings or inquiries.
- Document appointment outcomes in the EPR (Medway System) promptly after clinic visits, addressing any issues as necessary.
- Schedule follow-up appointments efficiently, prioritizing according to Medway clinic profiles to meet local and national targets, and escalate potential breaches to the supervisor.
- Arrange interpreter services and provide patients with relevant information and educational materials.
- Ensure timely dispatch of appointment letters and accompanying information leaflets for specialized clinics.
- Take appropriate actions for patients who miss appointments, informing relevant parties when patients are removed from waiting lists due to lack of contact.
- Assist in preparing notes for clinics.
About Whittington Hospital NHS Trust
Whittington Health is dedicated to serving a diverse community and strives to ensure equitable access to all services. Our commitment to our staff is evident in our recruitment practices, aiming for a workforce that reflects the community we serve. We value diversity in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. As a public sector organization, we are committed to implementing recruitment, training, and promotion policies that respect these differences, enhancing our ability to care for our patients and providing a supportive work environment.
Additional Duties
- Participate actively in the rotation of all responsibilities as required.
- Notify medical records of deceased patients through the appropriate channels.
- Ensure compliance with data management policies for both manual and electronic systems.
- Perform general administrative tasks related to outpatient reception management according to established standards.
- Address queries and complaints from patients, managers, or clinicians regarding clinic operations, referrals, and appointment scheduling, escalating serious issues as needed.
- Maintain confidentiality and discretion in all communications, ensuring a sensitive approach is taken.
- Adhere to Trust policies and training, reporting absences in accordance with guidelines.
- Raise any concerns with the relevant supervisor.
- Engage in regular team meetings within the Outpatient Department.
- Independently prioritize and complete daily tasks as directed by the clinical team or line manager.
- Keep the PPC teams informed of any changes to patient appointments as necessary.
Qualifications and Skills
Essential
- GCSE Level (or equivalent) in English and Maths.
- Strong interpersonal skills.
- Ability to work collaboratively in a team and independently with supervision.
- Proficient organizational and prioritization skills.
- Basic IT skills and willingness to learn Trust IT systems.
- Capacity to maintain composure in crisis situations and handle distressing circumstances.
Knowledge and Experience
Essential
- Experience in a patient contact role within the NHS or similar environment.
- Basic understanding of data protection regulations.
- Awareness of equality and diversity principles.
Personal Attributes
Essential
- Problem-solving abilities.
- Enthusiastic and positive attitude.
- Initiative and eagerness to learn.
- Ability to meet deadlines.
Other Requirements
Essential
- Strong punctuality and attendance record.
- Good health and attendance history.
- Flexibility in working hours.
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