CB1 Medical Patient Services Administrator

Job description

Job responsibilities

CB1 Medical Patient Services Administrator

Reports to Patient Services Manager

Patient Services COO

Main Duties and Responsibilities

To represent CB1 Medical in a professional manner at all times.

To manage all patient correspondence regarding appointments and general enquiries

To provide the highest levels of Customer Service to patients, colleagues and external partners at all times. To support and provide cover for colleagues as directed.

The Patient Pathway

To receive and process registration requests via email within the CB1 response timeframe

To ensure all patients care containing clear details of the requirements of the next step on their pathway is responded to in tasks or emails within the CB1 response timeframe.

To monitor and book patients emails and tasks with priority order highlighting shortages of capacity to the manager within the CB1 response timeframe

To use a range of technology (e.g. phone, e-mail, text,) to contact and offer patients a choice of new and follow up appointment times and dates within the CB1 response timeframe

To confirm the details of any appointments and associated special requirements with the patient using the available technology (letter, e-mail, text)

To request any information required for the patients appointment from other providers as and when required in line with the company policy to not delay patient care.

To cancel and where appropriate rebook appointments at the patients instruction, balancing patient wishes and seeking advice from a manager as and when required.

To liase with CB1 Pharmacy when required regarding medication queries

Data Quality

To cancel and rebook clinics where appropriate at the direction a manager.

To update and maintain accurate demographic details for all patients at each interaction.

To accurately record all interactions with patients within SystmOne ensuring a full audit trail

To maintain good data quality at all times supporting the correction of data errors as directed by a manager

Code of Conduct

To support a culture of continuous service improvement, offering ideas and potential solutions for operational issues that arise.

To support the trial of new technology and ways of working designed to improve the patient experience.

To fully comply with all CB1 Medical policies, procedures, and guidelines.

To maintain patient confidentiality at all times in accordance with Confidentiality Staff Code of Conduct

To undertake departmental training, mandatory training, and personal development in support of maintaining up to date operational knowledge and personal objectives

To maintain 100% compliance with your mandatory training requirements at all times.

To support managers by demonstrating operational tasks to new staff as part of induction or refresher training.

This list is not exhaustive and is likely to change as the company develops.

Person Specification

Qualifications

Essential

• - Proficiency in SystmOne is essential.
• - Strong IT skills including email, Word, and Excel.
• - Demonstrated ability to deliver excellent customer service.
• - Capacity to work under pressure and adapt quickly to change.

Desirable

• - Previous experience in a medical environment or Medical cannabis clinic.
• - Familiarity with medical terminology.

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

Willows Medical Centre

Address

The Surgery

5 Cross Street

Hathern

Loughborough

Leicestershire

LE12 5LB

Employer's website

https://www.willowshealthcare.org/ (Opens in a new tab)