Medical Secretary jobs in Norwich NR14

PATIENT SUPPORT CO-ORDINATOR (Monday, Thursday and Friday)

PURPOSE OF THE ROLE
To ensure an excellent service to both patients and the broader Bourn Hall clinic in the performance of the day-to-day activities of the Patient Services Department in providing comprehensive patient care to Bourn Hall patients.

KEY TASKS & RESPONSIBILITIES

• Stay updated on the latest NHS contracts and policies, criteria and treatments and ensure that all KPIs and agreed processes are followed.
• Collaborate with other departments to streamline Patient Services processes, improve response times, and enhance the overall patient experience.
• Manage responses within set KPIs for all channels of NHS Referrals.
• Accurate data input of patient demographic and referral details.
• Processing NHS referrals of NHS patients.
• Inputting and checking eligibility of NHS patients.
• Call handling of inbound and outbound calls.
• Booking patient appointments and obtaining payment where applicable.
• Willingness to learn and support other Patient Services tasks where necessary.
• Provide cover for weekend and evening events/clinics, bank holidays as required.
• Act as an ambassador for the clinic and role model behaviours that reflect the company’s core values.
• Effective use of the phone system and patient portal to ensure timely communication with patients.
• Shared responsibility for all general patient correspondence and orders within IDEAS database.
• Preparation of standard letters, emails and enclosures ensuring accuracy, appropriate inserts /attachments and links and associated filing is complete.
• Archiving and recall of patients notes keeping accurate records to ensure traceability.
• Willingness to learn and support other Patient Services tasks such as billing and accounts.
• Willing and able to provide cover for Patient Services staff at all other sites on an ad hoc basis.
• Supporting reception as required.
• With other members of the Patient Services team role model the company’s core values.
• Patient Services is the first point of contact with the clinic for patients e.g., taking open day / seminar bookings, making initial consultation appointments, sending out information packs etc.
• Pro-actively managing your own caseload and ensuring that patient pathways are being adhered to which may include but is not limited to:
• Before patient commences treatment
• Prior to egg collection
• Prior to embryo transfer
• Post embryo transfer
• Recording outcomes
• Offering follow-up consultations and counselling support
• Be a primary contact point for your patient caseload and supporting patients throughout their whole journey including pro-active contact at identified touch points offering information, advice and support as appropriate.

ACCOUNTABILITY AREA

To ensure, as a member of the Patient Services team, that the administrative responsibilities of the function are carried out accurately and in a timely fashion with the utmost consideration for patient care and confidentiality.

AUTONOMY & AUTHORITY

To be able to work on your own initiative when required and to take responsibility for your workload. To make suggestions for improvement in processes and procedures to improve efficiency.

INTERPERSONAL SKILLS

• Excellent communication and interpersonal skills are required to deal with both staff and visitor/patients.
• Excellent team work approach with sound communication skills and an ability to work under pressure.
• A flexible and helpful attitude to ensure the smooth running of the department.
• Tact and diplomacy with internal and external colleagues and patients.
• Discretion required in dealing with customers (patients and funding authorities) because of the sensitive nature of the treatment, and confidentiality regulations.
• Good listener, ‘friendly voice at the end of the phone’.

SPECIAL PROJECTS

To assist and participate in any special projects as and when required in order to improve the Patient Services service and overall success of the business.

CANDIDATE’S PROFILE
EDUCATION/PROFESSIONAL EXPERIENCE

• Excellent computer skills
• Excellent customer service skills.
• Good administrative experience.
• Experience in the use of databases.

LANGUAGES
Excellent command of both written and spoken English.
SKILLS & COMPETENCIES

• Computer literate ideally with touch typing skills with excellent knowledge of Microsoft Office, Word and Excel to intermediate/advanced level.
• Accurate, methodical, well organised and used to working as part of a team.
• Speed and accuracy with excellent attention to detail is of paramount importance.
• Calm outlook, discreet and adaptable.
• Capable of lateral thinking and have good recall.
• Able to manage a case load of patients responding to incoming enquires as well as pro-actively contacting patients.
• Willingness to learn and receptive to continued education in Bourn Hall Clinic.
• A caring and understanding attitude to patients and awareness of the sensitivity and confidentially of fertility treatments.
• Able to prioritise workload and willing to assist other members of staff.
• Excellent communication (verbal and written) and interpersonal skills.
• Tact and diplomacy.
• Ability to work autonomously, able to work under pressure and use initiative.

Please apply to recruitment@bourn-hall.com

We reserve the right to close this position at any time during the recruitment campaign due to hiring or receiving a high volume of applications.

Pay: £15,900.00 per year

Benefits:

• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sick pay

Application question(s):

• Do you have a background in a medical or call centre environment?
• Are you able to work on Monday, Thursday and Friday?

Work authorisation:

• United Kingdom (required)

Work Location: In person