Patient Administrator/Receptionist Lead

4 weeks ago

London, United Kingdom Healthshare Group Full time

Job summary

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

You will be contributing to the smooth running of thepatient administrative process throughout the patientjourney, and ensuring The Riverside Clinicbest practice process maps are followed. You are to providean efficient, professional and standard service to all patients, visitors,consultants and staff. All patient queries are dealt with efficiently andprofessionally.

Main duties of the job

Tobe the first point of contact for patients coming into the service, beingpolite and courteous at all times, helping patients with any queries by phoneor in person.

Managingpatient expectations.

Toassist the RMC in the management of referrals, booking patients intoappointment slots.

Waitinglist management and processing of patient data.

Beingthe Site Lead and undertaking daily site checks ensuring clinic rooms, waitingrooms etc are keep clean and tidy and reporting the findings as per our policy.

Reportingany site issues in a timely manner, following up as required to resolve issues.

Weeklystock checks.

Dealingwith any queries that come through tasks on S1 and general mailbox.

Anyaddition roles as required by the service.

Toundertake their duties in a safe and professional manner.

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) Private Healthcare (Employer paid) Company Pension Scheme Life Assurance Blue Light Card Refer a Friend Scheme Job description

Job responsibilities

Job Purpose

To be the first point of contact for patients coming into the service, being polite and courteous at all times, helping patients with any queries by phone or in person.

Managing patient expectations.

To assist the RMC in the management of referrals, booking patients into appointment slots.

Waiting list management and processing of patient data.

Being the Site Lead and undertaking daily site checks ensuring clinic rooms, waiting rooms etc are keep clean and tidy and reporting the findings as per our policy.

Reporting any site issues in a timely manner, following up as required to resolve issues.

Weekly stock checks.

Dealing with any queries that come through tasks on S1 and general mailbox.

Any addition roles as required by the service.

To undertake their duties in a safe and professional manner.

Key Working Relationships

Patients, relatives/carers

Operational Managers and Company Directors

Clinical staff

Informatics, Finance, HR, Service Development

Specific 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.

Action any tasks that come through S1 and the London Enquiries mailbox.

To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.

To be the site lead and undertake daily site checks of clinical areas and waiting areas, ensuring areas and equipment are being kept clean at all times.

Weekly stock checks.

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 reception duties and front of house reception duties.

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

Key Competencies

Previous use of SystmOne

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

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 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 London 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

Person Specification

Qualifications

Essential

General secondary education

Desirable

Working knowledge and proficient in the use of Office package

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

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