Job Title: Patient Services Executive - Front of House

Department: Patient Services / Hospital Services

Reports to: Patient Service Manager

Date: 2024

We are currently recruiting for a panel of candidates to fill future positions which will arise in Patient Services.

Overall Purpose of Job

Our mission is to provide exceptional patient care in an environment where quality, respect, caring and compassion are at the centre of all we do. 

The overall purpose of this role is to assist the team lead in the day to day operation of the department, ensuring that all patients and visitors are received in a welcoming and professional manner and that the team operates a high-quality service at all times.

Key Responsibilities and Deliverables

• Work with Team Lead/PS Manager to oversee the day to day operations of the areas, including guidance and task management. Act as first point of escalation to support the teams.
• Create and maintain a high-quality work environment, leading by example so team members are motivated to perform at their highest level.
• Ensure any departmental or team member issues or variation from performance targets are escalated promptly to the Team Lead.
• Assist Team Lead in training and mentoring team members.
• Undertake additional Duties/Projects throughout the year.

Essential Duties include

• Become a meditech superuser.
• Ensure the service provides a courteous and professional phone service by answering calls/ emails promptly, answering queries 1st time where possible and re-routing calls appropriately.
• Report any breaches of data protection to the Patient Services Manager and assist lead to ensure staff are entering QM's on the issues.
• Assist Lead or PS Manager on answering and recording complaints relating to the service, dealing with them locally where possible.

Service Delivery

This role is an integral part of day-to-day service delivery within the areas:

• Ensure the team meet, greet and attend to the needs of all patients and visitors to the hospital.
• Ensure all calls are answered in a courteous and professional manner
• Ensure that all patients registered/scheduled on the hospital information system are done in accordance with our JCI policy. 
• Ensure teams understand current fee structure for all tests.
• Become proficient in all validation websites and able to assist the team with queries around same.
• Ensure the team use the call management system to record relevant call summaries in line with  departmental policy.
• Maintain the directory and other resources to ensure accurate dispensing of information.
• Ensure Areas are neat and a tidy work area.
• Admit patients when required.
• Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
• Demonstrate a positive attitude that is supportive of your colleagues and manager in delivering the best service to patients and visitors.

Service Management

• Ensure the service delivers a customer centred service where quality, respect, caring and compassion are paramount.
• Ensure the service communicates accurately with customers by ensuring the staff are familiar with the days business within the area they are assigned to.
• Be proactive in identifying and reporting issues relating to IT, fixtures & fittings or cleanliness.
• Ensure the admin service for the various areas manage patient data in accordance with the requirements of GDPR. Report any breaches of data protection to the Team Lead.
• Works with Patient accounts on continuous improvement re fee collection and missing signatures
• Act as a champion and change driver for service not limited to business office improvement initiatives.

Personal and Professional Responsibilities

The post holder is expected to:

• Adhere to the Hospital's mission and Vision
• Maintain patient confidentiality including authorisation of the release of medical information
• Abide by Hospital policies and all regulatory requirements including mandatory training
• Have excellent customer care and communication skills, both written and verbal
• Have excellent knowledge of computers and Microsoft Windows software and keyboard skills - ECDL required or equivalent.
• Have excellent time management skills and ability to multi-task and prioritize work
• Have excellent personal presentation and interpersonal skills
• Build collaborative relationships through strong teamwork across the organization
• Assists in the training and development of new employees.
• Open to new learning opportunities; adaptable to change.
• Be flexible and reliable. Hours of work will on occasion be subject to change.
• Focused on continuous service improvement.

Confidentiality

You will be aware of the confidential nature of Hospital work and in particular, the right of patients to confidentiality. To this end you will not discuss workings of the Hospital or its patients with people outside the Hospital, save as required to do so in the course of your work. 

The extent and speed of change in the delivery of health care is such that adaptability is essential in this position. The incumbent will be required to maintain and enhance their professional knowledge, skills and aptitudes necessary to respond to a changing situation.