Medical Secretary jobs in Leeds LS26

Job Summary.

The Patient Service Adviser is responsible for providing high quality telephone support within the Direct to Patient team, ensuring an excellent patient experience throughout the diagnostic monitoring process. The role involves scheduling patient bookings, supporting patients with the use of monitoring equipment, coordinating logistics, and maintaining accurate patient records. The post holder will work closely with clinical and operational teams to ensure the efficient delivery of diagnostic services while maintaining the highest standards of customer service, confidentiality, and patient care.

Duties and Responsibilities

• Provide telephone support to patients within the Direct to Patient team.
• Schedule and book patient diagnostic monitoring services in line with operational requirements.
• Make outbound calls to arrange patient appointments and follow up on outstanding actions.
• Receive inbound patient calls and provide support, guidance, and assistance.
• Liaise with external providers, including Royal Mail and courier services, to investigate and resolve delivery and collection issues.
• Provide patients with clear instructions regarding the fitting and use of monitoring equipment.
• Troubleshoot monitoring equipment issues and escalate concerns where appropriate.
• Programme Holter monitoring devices and prepare equipment for dispatch.
• Package and ship monitoring equipment for courier collection.
• Open returned mail, clean returned equipment, and upload patient data for clinical reporting.
• Process patient orders and monitor deliveries to ensure timely service.
• Maintain accurate patient records and update relevant systems in accordance with company procedures and data protection requirements.
• Handle sensitive patient information professionally and confidentially.
• Document all patient interactions and ensure appropriate follow up or escalation where necessary.
• Work collaboratively with clinical and operational teams to support effective service delivery.
• Maintain a consistently high level of customer satisfaction and patient care.

Skills Required

• Excellent verbal communication and telephone skills.
• Strong customer service and patient care skills.
• Ability to handle sensitive and confidential information appropriately.
• Good organisational and time management skills.
• Strong attention to detail and accuracy in record keeping.
• Ability to work effectively both independently and as part of a team.
• Competent IT skills and experience using computer based systems.
• Problem solving skills and the ability to resolve patient queries efficiently.
• Ability to prioritise workload in a fast paced environment.
• Understanding of data protection and confidentiality requirements within healthcare settings.
• Experience within a healthcare, customer service, or patient support environment is desirable.

Confidentiality

While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

• In the performance of the duties outlined in this Job Description, the post holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

• The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include attend risk management training and contribute to risk assessment audits.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

Safeguarding Children and Vulnerable Adults

Safeguarding is everyone's responsibility, and all employees are required to act in such a way that always safeguards the health and wellbeing of children and vulnerable adults. Familiarisation with, and adherence to, the DHC Safeguarding Policies and any associated guidance is an essential requirement of all employees as is participation in related mandatory/statutory training. All employees must ensure that they understand and act in accordance with this clause.

If you do not understand exactly how this clause relates to you personally then you must ensure that you seek clarification from your immediate manager as a matter of urgency.

Equally, all managers have a responsibility to ensure that their team members understand their individual responsibilities regarding Safeguarding Children and Vulnerable Adults and PREVENT.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the centre as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

• The post-holder will strive to maintain quality within the company and will:
• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Work effectively with individuals in other agencies to meet patients’ needs
• Effectively manage own time, workload and resources.
• Responsibility for Policy and Service Development Implementation

The post-holder will:

• Adhere to company policies and procedures.
• Propose Changes to working practices or procedures within own work area.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Job Types: Full-time, Permanent

Pay: £14.45 per hour

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay

Work Location: In person