Healthshare Clinic Norwich 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 provide an efficient and effective bookings administrative service. 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
Toprovide an efficient and effective bookings administrative service workingwithin established policies and processes
Thepost holder must be able to show initiative and have the ability to multitaskin order to carry out a wide range of patient telephone liaison, administrativeand general duties.
Toensure an exemplary level of customer service is upheld to patients, consultantsand clinical team
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.
* 25 days annual leave (plus Bank Holidays) and option to buy/sell
* Private Healthcare (Benenden)
* Company Pension Scheme
* Life Assurance
* Blue Light Card
* Refer a Friend Scheme
* Wagestream
* Reward Gateway
* Cycle to Work Scheme
* Smart Tech
* EV Car Scheme
Job responsibilities
* Toprovide an efficient and effective bookings service for public and independenthealth care services, prioritising workload in accordance with business need.
* Toensure all work is undertaken to the highest standard and in accordance withthe Key Performance Indicators as specified within the respective underpinningcontract. This will include the management of all administrative tasks andreports.
* Toanswer incoming calls in a professional manner and providing an excellent levelof service to patients
* Tocall patients to book initial appointments, Theatre and arrange follow upappointments
* Tobe fully competent in the use of Soliton, System One, ERS, IEP and PatientPortal
* Toeffectively manage the outcome sheets for each service ensuring therequirements of the consultant are added to system one.
* Manageroom openings on system one as and when required and also any roomcancellations making sure that all patients are notified and Administrationmanager is aware.
* Printtheatre list, labels and any post ops or patient information required byconsultant for theatre procedures
* Scanany results (bloods/diagnostics) or additional paperwork relevant to thepatient to their file
* Toensure the correct use of work lists including; scheduling, DNA, cancellation,on hold and flags etc (Soliton).Awaiting consultation, awaiting diagnostics, FU booked, surgery bookedetc (System One)
* To work collaboratively and provide support with key stakeholders such as Patients, relatives/carers,Operational Managers and Company Directors, Clinical staff, GPs, Consultants
* Tounderstand the preparation and special instructions for particular exams /procedures and to advise the patient accordingly.
* Tobe able to manage ERS referrals daily and input patient information correctlyon to the correct system (dependent upon clinical contract referral pathways).
* Tomonitor the NHS email accounts and respond to referrals and queriesappropriately with in 24 hours.
* Tobuild and maintain good relationships with patients, referrers, consultants andcolleagues.
* Todemonstrate exemplary levels of customer care and support other team members asrequired ensuring consistent high quality communications.
* AssistReception team with IEP/Patient portal requests if required
* Toundertake any further duties associated with the position in accordance withservice requirements.
* To liaise with Administration Manager if additionalcapacity is required in either Outpatients, Theatre or Diagnostics
* To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.
* To maintain ahealthy and safe working environment for self and colleagues.
* To Inform AdministrationManager of any factorsaffecting delivery of service assoon as they arise.
* To adhere to contract policies and procedureswith 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.
* All information concerning patients/clients and staff must be treated as strictly confidential at all times.
* You must maintain a good knowledge of Information Security, Confidentiality and Data protection.
* To actively communicate with your team members to assist service delivery
Confidentiality
* Inthe course of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and other matters.They do so in confidence and have the right to expect that staff will respecttheir privacy and act appropriately
* Inthe performance of the duties outlined in this Job Description, the post-holdermay have access to confidential information relating to patients and theircarers. They may also have access to information relating to the Clinic as abusiness organisation. All such information from any source is to be regardedas strictly confidential.
* Informationrelating to patients, carers or the business of the Clinic may only be divulgedto authorised persons in accordance with Healthshare policies and proceduresrelating to confidentiality and data protection.
* Thepost holder must at all times carry out his/her responsibilities with regard toHealthshare Equal Opportunities Policy.
Health and Safety
* Employeesmust be aware of the responsibilities placed upon them under the Health andSafety at Work Act 1974, to ensure that the agreed safety procedures arecarried out to maintain a safe working environment for patients, visitors andemployees. The post holder will be required to participate in Healthshareannual Mandatory Training components.
Terms and Conditions of Employment
* Thispost is exempt from the Rehabilitation of Offenders Act 1974; this means thatany criminal conviction must be made known at the time of application. The postwill be subject to Disclosure and Barring Service clearance.
Review of this Job Description
* Thisjob description is intended as an outline of the general areas of activity andwill be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the postholder.
Person Specification
Education and Knowledge
* General secondary education
* Working knowledge and proficient in the use of Office package
Circumstances
* Flexible in approach to work and availability to work
Qualifications
* Good general standard of education to GCSE level or equivalent
* NVQ Level 2 or equivalent
Knowledge and experience
* Previous knowledge and experience of working in a busy office / customer care
* Knowledge of administration / office procedures
* Understanding of the importance of confidentiality
* Previous experience in a health care environment
* Awareness of Health and Safety in the workplace
* Experience of using NHS IT systems
Aptitude and abilities
* Good communication skills both verbal and written
* Good organisational skills
* Ability to prioritise workload
* Ability to multi-task
* Ability to work on own initiative
* Ability to work independently and as part of a team
* Good working knowledge of Microsoft Office including Word, Outlook and Excel
* Demonstrates ability to be tactful and diplomatic
* Ability to concentrate when being frequently interrupted
* Basic understanding of anxiety and fears of patients about to undergo procedures.
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.
#J-18808-Ljbffr