Patient Administrator
Job Description
Job summary
Healthshare Clinic West London 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 coordinate our medical services. 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
- To contribute to the smooth running of the patient administrative process throughout the patient journey.
- Ensure The Riverside Clinic best practice process maps are followed, to provide an efficient, professional and standard service to all patients, visitors, consultants and staff. All patient queries are dealt with efficiently and professionally.
- First point of contact for all persons attending the hospital, including patients, staff, visitors, Consultants, contractors.
- Day to day management of the referrals from the booking office.
- Maintaining and developing patient administration systems, including appointment systems, referrals and record keeping.
- Timely resolution to clinic change requests disseminating information to relevant colleagues and consultants.
- To manage all incoming and outgoing communication including mail, emails and calls.
- Approve electronic bookings received via the relevant system and update any booking received via email.
- Monitoring waiting lists and ensuring they are accurate and complete.
- Implementing and maintaining a system to monitor waiting times.
- Identifying changes in demand for particular services.
- Developing and monitoring plans to improve practice.
- Contributing to improving the quality and overall management of the waiting list.
- Providing weekly statistical information and reports on performance.
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.
Benefits:
- 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
- CPD Opportunities
- Wagestream
- Reward Gateway
- Cycle to Work Scheme
- Smart Tech
- EV Car Scheme
Job responsibilities
Duties and Responsibilities
- To be the first point of contact for patients when booking into the department
- To support the clinicians working within the services, eg: cancellation of clinics; to book interpreters; check and update clinical diaries
- To deal with complaints
- To deal effectively with patient enquiries, queries and appointment requests
- To register patients using organisational systems (Soliton)
- Oversee the processing of diagnostics within the service
- To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.
- To maintain a healthy and safe working environment for self and colleagues
- To Inform a Line Manager of any factors affecting delivery of service as soon as they arise
- Undertake Endoscopy reception duties and front of house reception duties when required
- Prepare, compile and sort documentations for data entry/scanning etc
- To adhere to contract policies and procedures with 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
- To comply with data integrity and security policies
- To actively communicate with your team members to assist service delivery
Organisational
- To decide priorities for own working area, balancing other patient related and professional demands, and ensure that these remain in accordance with those of the section as a whole.
- To be responsible for organising and planning own caseload to meet service and patient priorities. Readjust plans as situation change/arise.
- To represent the organisation in a key stakeholder location
- To be aware of Health and Safety aspects of your work area, including your prompt recording and reporting of accidents to senior staff, and ensuring equipment use is safe.
- To comply with the Healthshare organisational and departmental policies and to be involved in their reviewing and updating as appropriate.
- To undertake any other duties that might be considered appropriate by the team
Key Competencies
- Previous use of Patient administration systems
- Excellent Telephone and face to face communication skills
- Attention to detail
- Planning and organisation
- Confidentiality
- Ability to work under pressure
- Excellent communication skills
- Customer service orientation
- Initiative
- Reliability
- Flexibility
Person Specification
Experience
Essential
- Excellent telephone manner
Desirable
- Previous experience working in booking/administration environment within the NHS or other healthcare provider
- Experience of working with public and/or patients in a healthcare environment
Skills and aptitudes
Essential
- Excellent communicator
- Good attention to detail
- IT literate
- Ability to deal with confidential information
Desirable
- Able to communicate in other languages
- Effective listening skills
- Excellent customer care practice
Education and Knowledge
Essential
- General secondary education
Desirable
- Working knowledge and proficient in the use of Office package
Other
Essential
- Reliability with good timekeeping
- Must be legally entitled to work in the UK
Desirable
- Ability to work flexibly to accommodate peaks and troughs of activity and business demands
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.
Employer details
Employer name
Healthshare Group
Address
Riverside Clinic
Great West Road
Brentford
Middlesex
TW8 9DR
