Key Responsibilities
* 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.
* Within the team, the role includes scheduling functions, general administrative support and telephone cover as well offsite reception cover., 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 to put patients at their 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.
* 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.
* In conjunction with the Team, reviewing cancelled or patients on hold, ensuring appropriate action is taken.
* To understand 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 manually 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.
Key Competencies
* Excellent Communication skills.
* Good IT skills.
* Flexible approach.
* Good organisation skills.
* Problem-solving, critical thinking.
* Time management.
* Adaptability, creativity.
Experience
* Previous healthcare experience would be desirable.
* Previous experience of dealing with telephone customers, desirable.
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