• This role is accountable for being the first point of contact for patients and service users providing an in-depth knowledge of outpatient and diagnostic scheduling procedures. In addition, this role will liaise closely with the referrer and MIP clinical & non-clinical teams to ensure patients receive timely and appropriate appointments according to their request and care pathway.
• Within the team, the role includes scheduling functions, general administrative support and telephone cover as well offsite reception cover.

• · Acting as the first point of contact for all patient enquiries to MIP.
• · On receipt of all new referrals ensuring that the vetting process has been followed in line with departmental guidelines.
• · Be responsible for the scheduling of outpatient and all associated appointments according to clinical urgency and length of wait in accordance with MIP Policies and Procedures, escalating any exceptions.
• · Liaising with patients to ensure that a mutually convenient date and time is agreed, including urgent referrals.
• · Ensuring that patients are appropriately reminded of their appointments.
• · Ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit.
• · Providing a courteous and efficient point of contact for patients both face to face and over the telephone.
• · Ensuring that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
• · Providing a welcoming and efficient reception service and to put patients at their ease as required.
• · Ensuring that patients and visitors are well informed and that messages are communicated promptly.
• · Liaising with the medical, nursing and health professional staff as required to ensure efficient use of all clinics.
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• Responding to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leader or Line Manager and providing assistance if an issue needs further investigation.

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• To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.

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• In conjunction with Team, reviewing cancelled or patients or patients on hold ensuring appropriate action is taken. To have an understanding of scheduling and admin procedures across all modalities and contracts.

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• Ensuring that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.

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• Ensuring patient cancellations and changes are recorded appropriately on all relevant MIP and external systems.

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• Ensuring that referrals which need manually uploading to MIP systems are added within the set timescales.

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• Forwarding clinical reports and notifying critical findings to referrers, within the set timeframes.

Role Requirements:

• Previous experience of dealing with customers, desirable.
• Excellent Communication skills.
• Good IT skills.
• Flexible approach.
• Good organisation skills.
• Previous healthcare experience would be desirable.

This list is not exhaustive. All colleagues have responsibility for following Company policies and Health & Safety guidelines.
Job Type: Full-time
Pay: £23,800.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• On-site parking
• Private medical insurance

Schedule:

• Day shift

Work Location: In person
Application deadline: 24/06/202