£21,700 per annum
1 x permanent role and 1x month FTC available
Full time hours
Managing all patient queries and patient bookings, both inpatient and outpatient; pricing enquiries; general questions around the hospital stay (location, consultants, facilities, length of stay) and all booking-related correspondence with our consultants and their secretaries. The department is also responsible for processing and implementing patient feedback.
Team members may be required to work in any department to meet the needs of the service, with potentially variable patterns of work, which may include weekend working.
Team members will provide exceptional customer service, striving to meet and exceed expectations of patients, consultants and colleagues. They will consistently present a high standard of professionalism, personal appearance and ensure confidentiality at all times.
Core duties are to assist patients in the easiest possible way to see a clinician and to ensure accurate registration and payment or insurance details are obtained from all patients.
•Enquiries are handled courteously, efficiently and with empathy.
•Can do attitudes to be shown at all times
•Tasks are undertaken efficiently and with attention to detail
Day to Day Responsibilities:
Team members will strive to maintain quality within the service and will:
•Provide an effective and efficient administration and customer service to patients, consultants, and colleagues.
•Alert other team members to issues that affect quality and risk.
•Assess own performance and take accountability for their own actions either directly or, under supervision.
•Contribute to the effectiveness of the team by reflecting on own and team activities, making suggestions on ways to improve and enhance team performance.
•Participate in development of service-specific user manuals and support induction for new starters and on-going support.
•Promote and act as first point of contact for customers ensuring feedback, escalating complaints when required in line with policy.
•Liaise with all departments to ensure smooth patient experience.
•Record and manage all data in line with GDPR and hospital policies.
•Answer incoming calls to the department, ensuring appropriate call handling and a clear and professional service.
•Make new and follow up appointments and book Specialist clinics for patients, as necessary.
•Provide advice to patients concerning charging and booking processes and ensure patients’ payment and registration details are complete and accurate.
•Participate in departmental audits, including ensuring every patient is invited to participate in a satisfaction survey and maintaining a record of those who may decline.
•Scan and appropriately name all relevant documentation into the patient record in CompuCare, ensuring ease of retrieval.
•Ensure all administrative records have integrity and are managed in line with the organisation’s Information Governance standards.
•Maintain a clean and professional work environment at all times.
•This job description is not designed to be an exhaustive list of duties and responsibilities but represents the current key areas of work. There will be additional duties and responsibilities implicit within the role.
•The post holder’s duties must at all times, be carried out in compliance with the hospital policies and procedures.
•The content of this post will be reviewed in consultation with the post holder when necessary and in line with service developments.
What you’ll need to succeed:
As an inpatient/outpatient patient advisor team member you will be:
•Naturally good with people
•Have excellent customer services and administration skills
•Have good IT skills
•A logical and practical thinker
•Passionate about delivering the best patient experience
•Calm and maintain a level approach in a fast-paced environment
•Ideally experienced in a healthcare setting.
• Able to work flexibly to meet the needs of the service