Private Patient Co-ordinator - Worcester, United Kingdom - Newmedica

Newmedica

Verified Company

Worcester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

WHO ARE WE?
Newmedica is one of the leading providers of NHS-funded ophthalmology services in England.

Our Purpose is to make a difference
Our Vision is a society where everyone can get access to free or affordable world class treatment for advanced eye conditions without any unnecessary delay or worry
Our Mission is to revolutionise the care and treatment for patients facing the prospect of sight loss by creating a new national network of specialist eye clinics that have a seamless link with all optometrists and GPs

We provide services for NHS CCGs, NHS Trusts and Foundation Trusts, and other providers of NHS funded services. We deliver over 125,000 patient interactions annually, including outpatient appointments, diagnostic testing and eye surgery. Our services are delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships.

ROLE SUMMARY

As a Private Patient Co-ordinator, you would be responsible for ensuring that Private Clinics are set up and managed appropriately with all relevant administration completed, and that private patients have a fantastic experience with us from the first point of contact, through to the end of their treatment pathway.

We want to offer our private patients a truly personalised service and the Private Patient Coordinator role is key to ensuring patients feel fully supported throughout their journey by someone they know and trust.

Private Patient Co-ordinators are also the central point of contact for all telephone queries from both patients and clinic staff regarding Private Patients, and also for ensuring all initial enquiries and referrals are dealt with within the required KPIs.

KEY RESPONSIBILITIES

You will be a named point of contact for private patients, and you will support them at all times during their journey with us, including during their time in clinic for appointments and treatment/surgery
Ensuring patient completion of lifestyle questionnaire to support delivery of personalised care
Meet and greet private patients on the day of their appointments and treatment/surgery
Be the link between the patient and the consultant, ensuring all relevant information is shared to support the patients care and experience
Reminder calls to patients before their appointment is due to confirm and to see if they have any questions/concerns so they can be addressed
Completion of follow up calls day after treatment/surgery to check in on patients
Managing and dealing with private enquiries from patients and referrers and action within set KPIs
Coordinate the daily, weekly and monthly private clinic schedules.
Book followup appointments onto appropriate clinics.
Managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedica's electronic patient record is uptodate.
To book patient appointments, ensuring that the patients' needs are met.
To produce invoice's relevant to the Patients treatment
Take payment of the invoice either in advance or on the day of treatment
Work with the Private Insurance Companies to ensure smooth transactions
Ensure that all clinic correspondence is sent out in a timely manner.
In the absence of private demand, support all other administrative duties within the service as directed by the management team
Maintaining a positive relationship with internal and external staff at every interaction.
Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.

Customer Care

To act as first point of contact for any queries or complaints from private patients and any external agencies.

EXPERIENCE & KNOWLEDGE

Experience of working in a healthcare environment would be advantageous but not essential
Experience of working in a customer servicebased environment and a passion for delivering excellent service and care over the telephone, via written communication and face to face
Experience of carrying out various administrative tasks and working in an administrative function
Experience of managing complaints or challenging situations and providing solutions to resolve issues.

SKILLS & PERSONAL ATTRIBUTES

Proven customer service skills with a passion for customer care
Outstanding telephone manner with the ability to adapt approach to different situations.
Committed to delivery of consistently high standards in all areas of responsibility at all times
Proven administrative skills including the ability to follow processes
Good organisation skills and the ability to multitask
Ability to reassure and support patients in a healthcare setting where people may be nervous or anxious about treatment
Able to balance working independently with appropriate escalation
Ability to effectively juggle and manage a busy and varied workload
Whils