This role is accountable for being the first point of contact for patients and service users providing an in-depth knowledge of outpatient and diagnostic scheduling procedures. In addition, this role will liaise closely with the referrer and MIP clinical & non-clinical teams to ensure patients receive timely and appropriate appointments according to their request and care pathway.
Main duties of the job
1. Acting as the first point of contact for all patient enquiries to MIP.
2. On receipt of all new referrals ensuring that the vetting process has been followed in line with departmental guidelines.
3. Be responsible for the scheduling of outpatient and all associated appointments according to clinical urgency and length of wait in accordance with MIP Policies and Procedures, escalating any exceptions.
4. Liaising with patients to ensure that a mutually convenient date and time is agreed, including urgent referrals.
5. Ensuring that patients are appropriately reminded of their appointments.
6. Ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit.
7. Providing a courteous and efficient point of contact for patients both face to face and over the telephone.
8. Ensuring that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
9. Providing a welcoming and efficient reception service and to put patients at their ease as required.
About us
Medical Imaging Partnership is an established clinically led business that has been delivering high-quality community based diagnostic services to both the NHS and the private sector for over a decade.
Job responsibilities
1. Ensuring that patients and visitors are well informed and that messages are communicated promptly.
2. Liaising with the medical, nursing and health professional staff as required to ensure efficient use of all clinics.
3. Responding to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leader or Line Manager and providing assistance if an issue needs further investigation.
4. To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
5. In conjunction with Team, reviewing cancelled or patients or patients on hold ensuring appropriate action is taken. To have an understanding of scheduling and admin procedures across all modalities and contracts.
6. Ensuring that any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
7. Ensuring patient cancellations and changes are recorded appropriately on all relevant MIP and external systems.
8. Ensuring that referrals which need manually uploading to MIP systems are added within the set timescales.
9. Forwarding clinical reports and notifying critical findings to referrers, within the set timeframes.
Person Specification
Experience
* Flexible approach.
* Good organisation skills.
* Previous healthcare experience would be desirable.
* Previous experience of dealing with customers, desirable.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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