Position Overview:
* 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.
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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 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 [Shape]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 organisation skills.
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Experience:
* Previous healthcare experience would be desirable.
* Previous experience of dealing with telephone customers, desirable.
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Key Competencies:
* Problem-solving, critical thinking.
* Time management.
* Adaptability, creativity.
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Reporting Line:
* Referral Centre Team Leader.
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[Shape] 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.