QUALIFICATIONS & EXPERIENCE:

• Have previous relevant work experience.
• Have excellent Customer Care Skills.
• Have excellent interpersonal skills and telephone manner, and the ability to communicate effectively with all key stakeholders.
• Have knowledge of all Microsoft packages and experience of a Hospital Administrative System is advantageous.
• Have strong organisational skills.
• The ability to work in a fast paced customer based environment.
  Equal Opportunity Statement and Benefits

OVERVIEW OF ROLE:

The Access to Care Team provides end to end administration support to the hospital and its functions. Access to care teams manage all queries, telephone calls and correspondence (paper and electronic) for the following areas, but are not limited to, Front of House, Admissions, Outpatient clinics & Medical Records.

PRIMARY DUTIES AND RESPONSIBILITIES:

Key Responsibilities:

• Responsible for the efficient processing of all Access to Care functions throughout the Hospital. The Access to Care Advisor will project a professional company image through all contact with all patients, staff and visitors to UPMC Aut Even Hospital.

Duties include but are not limited to the following:

Reception:

• Deliver a patient centred excellence experience to all our patients and stakeholders internally and externally.
• Manage all Contractor, visitor, and patient pathways daily, adhering to policies and procedures and ensuring a professional service is always delivered.
• Distribution and tracking daily of key registration process for all internal stakeholders.
• Manage car park enquires in conjunction with the UPMC facility and senior management team.
• Manage call volumes to the hospital and action all queries in an efficient and professional manner
• Manage all voicemails on the weblog, deliver messages to relevant internal colleagues and call back callers to confirm receipt of message and actions taken to follow up.
• Responsible for Healthlink, the health mail platform. Ensure all referrals are responded to and sent to our consultants internally. All generic referrals are followed up for clinical vetting and distributed according.
• Manage the outpatient clinic diary schedule, liaising with Consultants to ensure efficient distribution of all hospital consultant rooms.

Admissions

• Responsibility for the smooth running and admission of all patients attending the admissions desk daily.
• The Access to Care Advisors work closely with the Clinical team, Consultants, Access to Care Team leader & Manager, and UPMC Aut Even Hospital General Manager to ensure the smooth running of all admissions.
• All patients’ details must be checked and confirmed in accordance with the international patient safety goal #1.
• All Insurance & revenue collections are completed daily.
• DNA & cancellations are actioned and communicated to all relevant departments.
• All reports are actioned daily and distributed internally and externally to stakeholders as required.
• Responsible for end of day cash reporting.
• Liaise with the Theatre scheduling and medical records team each day on patient bookings.
• Flexibility in roster to ensure all patients are checked in by end of day

Personnel

• Follow uniform policy reference

General

• Through the course of the working day or week there maybe a requirement to work in other areas of the hospital in line with patient requirements as requested by your line manager/deputy or nurse management.
• Staff must produce satisfactory documentary evidence of all training and experience claimed by them, if required to do so by the organisation.
• To respect the organisational values of the Hospital.

Quality & Safety – Safe Culture

• Quality and Safety are rooted in the daily work of all individuals at UPMC.As an employee you are required to actively participate throughout your working day in pursuit of excellence.
• You are required to work in conjunction with your line manager in the planning, monitoring, analysing and improvement of all quality programmes.
• Participate in the development of performance indicators in conjunction with your department manager and the business objectives.
• Initiates, participates in and evaluates audit according to JCI, Hospital policy and Lean requirements under the guidance and supported by an audit lead.

Health & Safety

• UPMC employees are required to ensure that they take reasonable care to protect their own safety, health and welfare and that of any other person who may be affected by their acts or omissions.
• Employees must co-operate with UPMC to ensure safety, health and welfare at work and report anything potentially dangerous at work of which they become aware. Staff are expected to abide by guidelines/policies and all Incidents and near misses.
• All employees are required to attend an education sessions on Fire Health & safety on an annual basis.

Information Governance

• In the course of your employment you may have access to, or hear information concerning the medical or personal affairs of patients and / or staff. Such records and information are strictly confidential, unless acting on the instructions of an authorised officer, on no account must information concerning staff or patients be divulged or discussed except in the performance of normal duty. In addition records must never be left in such a manner that unauthorised persons can obtain access to them and must be kept in safe custody when no longer required.