Patient Administrator

Job summary

Healthshare Clinic West London is part of Healthshare group, a clinically-led organisation who place the patients experience, expectation and outcome at the forefront of every decision.

Our vision is to be the best independent community healthcare organisation in the UK that is trusted by patients, chosen by policy-makers and regarded with pride by all our team. We aim to continually evolve and learn through evidence and experience to help people improve their health.

We are looking for a responsible Patient Administrator to coordinate our medical services. For this role, you should be able to handle medical information discretely. Our ideal candidate will have experience in the medical sector however this is not essential.

Main duties of the job

To contribute to the smooth running of the patient administrative process throughout the patient journey. Ensure The Riverside Clinic best practice process maps are followed, to provide an efficient, professional and standard service to all patients, visitors, consultants and staff. All patient queries are dealt with efficiently and professionally. First point of contact for all persons attending the hospital, including patients, staff, visitors, Consultants, contractors. Day to day management of the referrals from the booking office. Maintaining and developing patient administration systems, including appointment systems, referrals and record keeping. Timely resolution to clinic change requests disseminating information to relevant colleagues and consultants. To manage all incoming and outgoing communication including mail, emails and calls. Approve electronic bookings received via the relevant system and update any booking received via email. Monitoring waiting lists and ensuring they are accurate and complete. Implementing and maintaining a system to monitor waiting times. Identifying changes in demand for particular services. Developing and monitoring plans to improve practice. Contributing to improving the quality and overall management of the waiting list. Providing weekly statistical information and reports on performance.

About us

We're an independent healthcare provider, with established roots in muscular-skeletal health and diagnostics, founded by expert NHS clinicians who recognised a way to improve things.

Our approach means that whether it's speed, flexibility, efficiency or quality, every aspect has been carefully considered to surpass expectations. This is why we've been a trusted partner of the NHS for over ten years, and the provider of choice for countless private patients.

We work with integrity. When it comes to collaboratively delivering care, relationships are key. Whether we're interacting with each other, our partners or our patients, we're always open and honest. Every key decision is based on clear process and informed by evidence.

We act with empathy. Everyone who is here, is here because they care about people. We always try and put ourselves in the shoes of whomever we're interacting with and treat people with compassion and consideration.

We inspire with passion. It's hard work, but we absolutely love what we do. There's no room for a half-hearted approach to healthcare, it requires dedication, and that's what everyone here has. A Healthshare employee is enthusiastic, with a verve and panache that inspires others around them.

Benefits:

25 days annual leave (plus Bank Holidays) and option to buy/sell Private Healthcare (Benenden) Company Pension Scheme Life Assurance Blue Light Card Refer a Friend Scheme CPD Opportunities Wagestream Reward Gateway Cycle to Work Scheme Smart Tech EV Car Scheme Job description

Job responsibilities

Duties and Responsibilities

To be the first point of contact for patients when booking into the department To support the clinicians working within the services, eg: cancellation of clinics; to book interpreters; check and update clinical diaries To deal with complaints To deal effectively with patient enquiries, queries and appointment requests To register patients using organisational systems (Soliton) Oversee the processing of diagnostics within the service To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner. To maintain a healthy and safe working environment for self and colleagues To Inform a Line Manager of any factors affecting delivery of service as soon as they arise Undertake Endoscopy reception duties and front of house reception duties when required Prepare, compile and sort documentations for data entry/scanning etc To adhere to contract policies and procedures with regards to booking of patients correctly and into the appropriate clinics To be proactive in terms of ensuring that all clinics are filled to capacity To comply with data integrity and security policies To actively communicate with your team members to assist service delivery

Organisational

To decide priorities for own working area, balancing other patient related and professional demands, and ensure that these remain in accordance with those of the section as a whole. To be responsible for organising and planning own caseload to meet service and patient priorities. Readjust plans as situation change/arise. To represent the organisation in a key stakeholder location To be aware of Health and Safety aspects of your work area, including your prompt recording and reporting of accidents to senior staff, and ensuring equipment use is safe. To comply with the Healthshare organisational and departmental policies and to be involved in their reviewing and updating as appropriate. To undertake any other duties that might be considered appropriate by the team

Key Competencies

Previous use of Patient administration systems Excellent Telephone and face to face communication skills Attention to detail Planning and organisation Confidentiality Ability to work under pressure Excellent communication skills Customer service orientation Initiative Reliability Flexibility Person Specification

Experience

Essential

Excellent telephone manner

Desirable

Previous experience working in booking/administration environment within the NHS or other healthcare provider Experience of working with public and/or patients in a healthcare environment

Skills and aptitudes

Essential

Excellent communicator Good attention to detail IT literate Ability to deal with confidential information

Desirable

Able to communicate in other languages Effective listening skills Excellent customer care practice

Education and Knowledge

Essential

General secondary education

Desirable

Working knowledge and proficient in the use of Office package

Other

Essential

Reliability with good timekeeping Must be legally entitled to work in the UK

Desirable

Ability to work flexibly to accommodate peaks and troughs of activity and business demands

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