Patient Services Advisor

**Job description**

**Position Reports To: O**perations Manager

**Overview of Elanic Hospital**:
Elanic Hospital offers a new private hospital service for Glasgow City Centre and Central Scotland. Situated on Bath Street, the hospital is the expansion of the successful Elanic Clinic which has been undertaking day-surgery since 2013.

The hospital adds two new operating theatres to Elanic’s facilities, one of which is an Ultra-Clean laminar flow theatre, capable of joint surgery, and means a total of three operating theatres within the Elanic facilities. In addition to the operating theatre capacity, the hospital adds; five inpatient bedrooms, one of which offers high dependency functionality; a daycase surgery recovery suite; and consulting space.

Elanic Hospital builds on the high quality and high patient satisfaction reputation of Elanic Clinic who achieved a ‘Good’ rating from Healthcare Improvement Scotland in June 2024 and has exceptionally low infection rates.

The hospital offers treatments/procedures in multiple specialties including; Orthopaedic, General, Bariatrics, Plastics/Cosmetics, ENT, Gynaecology, and more.

**Overview of Position**:
The role holder will be required to cover a flexible shift pattern including occasional weekends.

**Personal Attributes & Skills**

**Essential**:

- Smart personal appearance with a positive disposition
- Able to prioritise workload whilst providing a professional and positive impression at all times
- Excellent communication skills both written and verbal
- PC literate with intermediate skills on all Microsoft Office packages
- A strong focus on customer care and engagement
- An excellent telephone manner
- Good organisational and administrative skills
- Good listening skills and the ability to learn and adapt quickly

**Desirable**:

- Healthcare administration experience
- Customer care training

**Key Responsibilities and Duties**

Front of House and Outpatient Focused:

- Ensuring all patients receive high quality customer service at Elanic
- Scheduling clinics for Consultants
- Providing a welcoming and supportive presence at Reception desks
- Patient registration when attending for appointments or admissions
- Answering and directing general phone calls
- Scheduling future appointments diagnostic tests for patients on behalf of Consultants and patients
- Finalising the format of Consultant GP letters, which are dictated by external medical secretaries, and forwarding on to required destinations
- Collation of patient and consultant charging information to provide to Accounts
- Receipting and appropriately allocating documentation relating to patients

Back Office and Admitted Care Focused:

- Scheduling theatre lists for Consultants
- Scheduling operating procedures for Consultants /patients and liaising directly with both in relation to the booking. Also scheduling the associated pre-operative assessments and liaising directly with Nursing/patients for this.
- Providing all information to patients in relation to their bookings
- Act as liaison to patients for any patients a team member books in (ownership of patients) until the patient is admitted
- Providing any required information to relevant functions in relation to a booked operating procedure (Theatres, Materials, Imaging requirements)
- Scheduling post-operative follow-ups with Consultant in line with consultant preferences
- Ensure collection of payments from self-pay patients in line with charging guidance and prior to admission
- Ensure insurers have approved treatments prior to admission
- Liaise with any relevant third parties for admitted care bookings

General:

- Ensuring all patients receive high quality customer service at Elanic
- Be an active participant within the department/hospital operational excellence framework in order to continually deliver against performance metrics

**Key Metrics Related to the Role**
- Patient satisfaction
- Consultant satisfaction
- Phonecall response rates
- Adherence to phonecall quality standards
- Processes managed in line with targets and SLAs
- Process adherence compliance
- Productivity

We are currently looking to hire 2 Patient Services Advisors (1 x Outpatients & 1 x Admitted Care)
- (The above is neither inclusive nor exhaustive and other duties / objectives / goals may be reviewed and changed from time to time as business needs dictate and in agreement with job holder.)_

Pay: £27,000.00 per year

Work Location: In person

Application deadline: 20 July

Pay: £27,000.00 per year

Work Location: In person