Patient Services

Patient Services

Responsibilities:

• To manage contact with patients to confirm order details and dates with patients or referring units via a number of media types (inbound, outbound & digital)
• To deal with queries or questions in regard to processing a patients order
• To ensure all patient notes and activities are accurately recorded on relevant I.T. system
• To act as a point of contact for queries from hospitals, consultants, nurses and where relevant specialist centres.
• To demonstrate an understanding of the prescriptions, medication and treatments involved in each of the relevant therapy areas.
• Where relevant to therapy area, takes responsibility for the accurate registration of new patients. In such instances confirms funding arrangements in place with relevant healthcare organisation or processes private payments, and resolves queries relating to missing information both in respect of patient details and funding.
• In relevant therapy areas, liaise with clients or relevant external parties to ensure relevant information or results are available before arranging delivery e.g. blood test results for mental health patients.
• Where relevant to therapy area arrange with nurse scheduler to arrange a home training visit.

Skills and Knowledge:

• Working in a change driven / fast moving environment.
• Previous experience of a customer service role, either phone, face to face or email / mail based
• Handling and resolving customer issues.
• Working as part of an operational business team (desirable)
• Experience in the Healthcare industry (desirable) Skills/Abilities:
• Strong organisational skills.
• Detail conscious and passionate about delivering work to agreed quality standards.
• Excellent verbal and written communication skills.
• Team players than works co-operatively with colleagues and aligns work effectively with other departments.
• Copes well with pressure and enjoys working in a fast paced environment.
• Excellent problem solving skills.
• Demonstrates a positive work attitude e.g. self-motivated, shows initiative, takes ownership over work.
• Customer service skills e.g. dealing sensitively with anxious patients, handling complaints.
• Takes a real interest in the industry and working in a customer oriented role.
• I.T. skills e.g. comfortable with the use of email, word etc.