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
1. To contribute to the smooth running of the patient administrative process throughout the patient journey.
2. 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.
3. First point of contact for all persons attending the hospital, including patients, staff, visitors, Consultants, contractors.
4. Day to day management of the referrals from the booking office.
5. Maintaining and developing patient administration systems, including appointment systems, referrals and record keeping.
6. Timely resolution to clinic change requests disseminating information to relevant colleagues and consultants.
7. To manage all incoming and outgoing communication including mail, emails and calls.
8. Approve electronic bookings received via the relevant system and update any booking received via email.
9. Monitoring waiting lists and ensuring they are accurate and complete.
10. Implementing and maintaining a system to monitor waiting times.
11. Identifying changes in demand for particular services.
12. Developing and monitoring plans to improve practice.
13. Contributing to improving the quality and overall management of the waiting list.
14. 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:
15. 25 days annual leave (plus Bank Holidays) and option to buy/sell
16. Private Healthcare (Benenden)
17. Company Pension Scheme
18. Life Assurance
19. Blue Light Card
20. Refer a Friend Scheme
21. CPD Opportunities
22. Wagestream
23. Reward Gateway
24. Cycle to Work Scheme
25. Smart Tech
26. EV Car Scheme
Job description
Job responsibilities
Duties and Responsibilities
27. To be the first point of contact for patients when booking into the department
28. To support the clinicians working within the services, eg: cancellation of clinics; to book interpreters; check and update clinical diaries
29. To deal with complaints
30. To deal effectively with patient enquiries, queries and appointment requests
31. To register patients using organisational systems (Soliton)
32. Oversee the processing of diagnostics within the service
33. To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.
34. To maintain a healthy and safe working environment for self and colleagues
35. To Inform a Line Manager of any factors affecting delivery of service as soon as they arise
36. Undertake Endoscopy reception duties and front of house reception duties when required
37. Prepare, compile and sort documentations for data entry/scanning etc
38. To adhere to contract policies and procedures with regards to booking of patients correctly and into the appropriate clinics
39. To be proactive in terms of ensuring that all clinics are filled to capacity
40. To comply with data integrity and security policies
41. To actively communicate with your team members to assist service delivery
Organisational
42. 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.
43. To be responsible for organising and planning own caseload to meet service and patient priorities. Readjust plans as situation change/arise.
44. To represent the organisation in a key stakeholder location
45. 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.
46. To comply with the Healthshare organisational and departmental policies and to be involved in their reviewing and updating as appropriate.
47. To undertake any other duties that might be considered appropriate by the team
Key Competencies
48. Previous use of Patient administration systems
49. Excellent Telephone and face to face communication skills
50. Attention to detail
51. Planning and organisation
52. Confidentiality
53. Ability to work under pressure
54. Excellent communication skills
55. Customer service orientation
56. Initiative
57. Reliability
58. Flexibility
Person Specification
Experience
Essential
59. Excellent telephone manner
Desirable
60. Previous experience working in booking/administration environment within the NHS or other healthcare provider
61. Experience of working with public and/or patients in a healthcare environment
Skills and aptitudes
Essential
62. Excellent communicator
63. Good attention to detail
64. IT literate
65. Ability to deal with confidential information
Desirable
66. Able to communicate in other languages
67. Effective listening skills
68. Excellent customer care practice
Education and Knowledge
Essential
69. General secondary education
Desirable
70. Working knowledge and proficient in the use of Office package
Other
Essential
71. Reliability with good timekeeping
72. Must be legally entitled to work in the UK
Desirable
73. Ability to work flexibly to accommodate peaks and troughs of activity and business demands