Job summary
At Healthshare we are a hardworking, friendly and fun team who want to make a positive difference to the health and lifestyle of our patients. 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.
Working closely with fellow administrators within a busy referral management environment, each day that presents itself will be exciting, upbeat and different from the next.
In this varied Patient Care Advisor role you will need to demonstrate a high level of patient care, a flair for handling high call volumes, be able to deal with complex cases and sensitive information, whilst interacting with patients to direct their care. All of the administrative functions are completed using an electric patient booking systems.
For this position you will need to be a good communicator and have an eye for detail, as well as being organised, concise and organised in order to carry out and complete tasks set. Prior experience of call management & entering data into a number of systems would be beneficial but is not essential as full training will be provided on site. There will also be the potential to progress within your role and develop new skills.
The site is on a main bus route, but if you chose to drive there is free parking available. There is also creche and gym facilities available on site.
Main duties of the job
- To support the RMC Manager & Deputy Manager in the execution of their role.
- To be the first point of contact of communication with patients, relatives, healthcare professionals and other callers.
- To help in the day to day smooth operation of the admin office. Any addition roles as directed by the RMC Manager or their nominated deputy.
- To undertake their duties in a safe and professional manner.
- To operate the patient booking system across the organisation managing the clinical diaries.
- To contact and book patients into appointment slots for assessment and treatment
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 person is enthusiastic, with a verve and panache that inspires others around them.
Benefits
25 days annual leave (plus Bank Holidays)
Private Healthcare (Employer paid)
Company Pension Scheme
Life Assurance
Blue Light Card
Job description
Job responsibilities
Principal Duties and Responsibilities
- To work collaboratively and provide support with key stakeholders such as Patients, relatives/carers, Operational Managers and Company Directors, Clinical staff, GP’s, surgery staff Informatics, Finance, HR, and Service Development.
- To be first point of contact for complaints.
- To support the clinicians working within the services, e.g. cancellation of clinics; to book interpreters.
- To deal with voice mails.
- To deal effectively with patient enquiries, queries and appointment requests by telephone.
- To register patients using SystemOne.
- 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 Team Leader of any factors affecting delivery of service as soon as they arise.
- 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.
- All information concerning patients/clients and staff must be treated as strictly confidential at all times.
- You must maintain a good knowledge of Information Security, Confidentiality and Data protection.
- To actively communicate with your team members to assist service delivery
Organisation
- 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 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
Confidentiality and Data Protection
All information concerning patients/clients and staff must be treated as strictly confidential at all times. We expect patients to be treated with high standards of dignity and empathy. All team members will be expected to comply with the national and local information governance and security policies. You are required to obtain, process and/or use information held electronically in a fair and lawful way and not to use or disclose data that is incompatible to its use for specific registered purposes only. To disclose data only to authorised persons or organisations as instructed.
Health and Safety
Team members must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) and ensure that agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors.
Quality Assurance
As a representative of Healthshare Limited you are a member of an organisation that endeavours to provide the highest quality of service to our patients. You are an ambassador of the organisation and, as such, are required to ensure that high standards are maintained at all times. We operate under certification and compliance with ISO9001 Quality Management Systems.
Risk Management
You are responsible for the identification of all risks, which have potential adverse effect on Healthshare’s ability to maintain quality of care.
This job description indicated the main responsibilities and duties of the post and is not an exhaustive list of duties. The job role maybe reviewed in light of the experience and development within the service. Any review will be undertaken in conjunction with the post holder.
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
- Previous experience on S1
Personal qualities and attributes
Essential
- Maintain a high level of professionalism in manner
- Ability to work under pressure and use initiative to prioritise tasks
- Proactive, forward-thinking, quick problem solving attitude
- Team player
Education and Knowledge
Essential
- General secondary education
- Working knowledge and proficient in the use of Office package
Desirable
- Courses / further study attended to demonstrate evidence of personal development
Other
Essential
- Ability to work flexibly to accommodate peaks and troughs of activity and business demands
- Reliability with good timekeeping
Skills and Aptitudes
Essential
- Excellent English communication
- Written communication skills
- Organisational skills with attention to detail
- Excellent customer care practice, being polite, sympathetic and diplomatic
- Awareness of working towards targets
- Ability to deal with confidential information
- IT literate
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
Unit 30, K3 Business Park
200 Clough Road
Hull
HU5 1SW