Patient Administrator / Receptionist Lead - North West London

Job Purpose To be the first point of contact for patients coming into the service, being polite and courteous at all times, helping patients with any queries by phone or in person. Managing patient expectations. To assist the RMC in the management of referrals, booking patients into appointment slots. Waiting list management and processing of patient data. Being the Site Lead and undertaking daily site checks ensuring clinic rooms, waiting rooms etc are keep clean and tidy and reporting the findings as per our policy. Reporting any site issues in a timely manner, following up as required to resolve issues. Weekly stock checks. Dealing with any queries that come through tasks on S1 and general mailbox. Any addition roles as required by the service. To undertake their duties in a safe and professional manner. Key Working Relationships Patients, relatives/carers Operational Managers and Company Directors Clinical staff Informatics, Finance, HR, Service Development Specific Duties and
Responsibilities To be the first point of contact for patients when booking into the department. To support the clinicians working within the services, eg: cancellation of clinics; to book interpreters; check and update clinical diaries. To deal with complaints. To deal effectively with patient enquiries, queries and appointment requests. Action any tasks that come through S1 and the London Enquiries mailbox. To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner. To be the site lead and undertake daily site checks of clinical areas and waiting areas, ensuring areas and equipment are being kept clean at all times. Weekly stock checks. To maintain a healthy and safe working environment for self and colleagues. To Inform a Line Manager of any factors affecting delivery of service as soon as they arise. Undertake reception duties and front of house reception duties. Prepare, compile and sort documentations for data
entry/scanning etc 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 To comply with data integrity and security policies To actively communicate with your team members to assist service delivery Key Competencies Previous use of SystmOne Excellent Telephone and face to face communication skills Attention to detail Planning and organisation Confidentiality Ability to work under pressure Excellent communication skills Customer service orientation Initiative Reliability Flexibility Organisational 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 London 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