Job summary
To be responsible for the management of all telephone and web enquiries in line with the sales process and for the provision of administrative tasks in relation to the booking of patients' consultations across our three sites. Delivering a high standard of customer service, providing accurate financial and administrative information to prospective patients. Responsible for the follow up of all enquiries and the overall bookings within the Private Outpatient Department as well as those referred for inpatient care and Telemedicine. Liaising with patients, Consultants / GP's, third party sponsorships and fellow up with departments to provide efficient management of the clinics.
To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics
To be responsible for collating information to produce reports on patients, activity and case mix, including analysis of figures and trends which will be used by senior management and the executive team.
To provide cover to all other areas in the private patient's business as necessary
Main duties of the job
- Patient/customer care (both direct and indirect)
The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team.
To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics
The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.
The post holder will be responsible for managing and recording all relevant telephone and web enquiries in the appropriate database.
About us
All staff will commit to:
- Act with honesty and integrity at all times
- Demonstrate respect for others and value diversity
- Focus on the patient and internal and external customer at all times
- Make an active contribution to developing the service
- Learn from and share experience and knowledge
- Keep others informed of issues of importance and relevance
- Consciously review mistakes and successes to improve performance
- Act as ambassadors for their directorate and the Trust
- Be aware of the impact of their own behaviour on others
- Be discreet and aware of issues requiring confidentiality
Job description
Job responsibilities
- Patient/customer care (both direct and indirect)
The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team.
To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics
The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.
The post holder will be responsible in the first instance to address and manage any incidents or potential complaints thereafter relating to outpatient bookings and enquiries, escalating where appropriate to either the business development manager or Associate Director, Business Development.
The post holder will strive to maintain effective management of the consultants schedule and clinic capacity, offering a flexible service and working with clinicians to accomplish this.
This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.
Job description
Job responsibilities
- Patient/customer care (both direct and indirect)
The post holder will deliver a first-class service, to all patients, Consultants, third parties and members of the public seeking information and support from the private patient administrative team.
To take responsibility for the effective provision of administrative services to the private patient team and to take action to ensure that work is managed appropriately. Including the booking and running of Telemedicine clinics
The post holder will be able to triage the calls appropriately and have knowledge of the clerical and financial processes to work well with the extended private patient administrative and finance teams.
The post holder will be responsible in the first instance to address and manage any incidents or potential complaints thereafter relating to outpatient bookings and enquiries, escalating where appropriate to either the business development manager or Associate Director, Business Development.
The post holder will strive to maintain effective management of the consultants schedule and clinic capacity, offering a flexible service and working with clinicians to accomplish this.
This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.
Person Specification
Qualifications
Essential
- Educated to Degree level or equivalent experience
EXPERIENCE & KNOWLEDGE
Essential
- Customer service experience
- Experience of cash management
- Excellent organizational skills with a problem-solving ability
- General office /reception management/administration experience
Desirable
- Experience of working in healthcare settings, ideally in a private patient environment
- Proven experience as call centre co-ordinator or similar position
SKILLS & ABILITIES
Essential
- Computer literate and competent in word and excel
- Numerate, accurate and methodical
- Concentration for long periods is required when inputting data with attention to detail
- Excellent communication skills with all disciplines
Desirable
Person Specification
Qualifications
Essential
- Educated to Degree level or equivalent experience
EXPERIENCE & KNOWLEDGE
Essential
- Customer service experience
- Experience of cash management
- Excellent organizational skills with a problem-solving ability
- General office /reception management/administration experience
Desirable
- Experience of working in healthcare settings, ideally in a private patient environment
- Proven experience as call centre co-ordinator or similar position
SKILLS & ABILITIES
Essential
- Computer literate and competent in word and excel
- Numerate, accurate and methodical
- Concentration for long periods is required when inputting data with attention to detail
- Excellent communication skills with all disciplines
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
