Join to apply for the Patient Services Co-ordinator role at Medical Imaging Partnership
This role is accountable for being the first point of contact for patients and service users, providing in-depth knowledge of outpatient and diagnostic scheduling procedures. It liaises 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. Within the team, responsibilities include scheduling functions, general administrative support, telephone cover, and offsite reception cover.
Key Responsibilities
* Acting as the first point of contact for all patient enquiries to MIP.
* On receipt of all new referrals ensuring that the vetting process has been followed in line with departmental guidelines.
* 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.
* Liaising with patients to ensure that a mutually convenient date and time is agreed, including urgent referrals.
* Ensuring that patients are appropriately reminded of their appointments.
* Ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit.
* Providing a courteous and efficient point of contact for patients both face to face and over the telephone.
* Ensuring that each patient is treated as an individual and their individual needs are met (i.e. appropriate support is in place for their appointment, such as interpreting support).
* Providing a welcoming and efficient reception service and putting patients at ease as required.
* Ensuring that patients and visitors are well informed and that messages are communicated promptly.
* Liaising with the medical, nursing and health professional staff as required to ensure efficient use of all clinics.
* Responding to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leader or Line Manager and helping if an issue needs further investigation.
* Having a clear and up-to-date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
* In conjunction with the Team, reviewing cancelled or patients on hold, ensuring appropriate action is taken.
* Understanding the scheduling and admin procedures across all modalities and contracts.
* Ensuring that any telephone, e‑mail, or written queries are responded to within the appropriate timeframe and escalated if necessary.
* Ensuring patient cancellations and changes are recorded appropriately on all relevant MIP and external systems.
* Ensuring that referrals which need manual uploading to MIP systems are added within the set timescales.
* Forwarding clinical reports and notifying critical findings to referrers, within the set timeframes.
This list is not exhaustive. All colleagues have responsibility for following Company policies and Health & Safety guidelines.
Skills
* Excellent communication skills.
* Good IT skills.
* Flexible approach.
* Good organisational skills.
Experience
* Previous healthcare experience would be desirable.
* Previous experience of dealing with telephone customers, desirable.
Key Competencies
* Problem‑solving, critical thinking.
* Time management.
* Adaptability, creativity.
Reporting Line
Referral Centre Team Leader.
Company Culture & Values
Our team is experienced in the provision of all aspects of a high‑quality diagnostic scanning service. They are here to help patients every step of the way, making sure their scan is as comfortable and effective as possible.
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