Horder Healthcare

Patient Services Advisor, MSK Physiotherapy

Information:

This job is now closed

Job summary

At Horder Healthcare we are committed to delivering the very best patient service starting from the initial patient enquiry (NHS or private) through to booking, treatment, recovery and discharge. This is a key role within the Patient Services Team. The Patient Services Advisors are responsible for handling all patient enquiries and making all bookings (physio, outpatients and surgical) related to a patients pathway. The role will ensure that there is consistently high standards of administrative service to patients irrespective of their referral route which is embedded throughout the culture and working practices of the team. 

Main duties of the job

  • Use computer programmes for example Microsoft packages, Patient Administration System, e-Referral Service to book patients into the Centres services and track their progress. The services include, but are not limited to, physiotherapy appointments and classes, outpatients, pre-admissions and surgical admissions.
  • Ensure all patients are booked in accordance with Horder Healthcares Access Policy and associated Standard Operating Procedures.
  • Ensure escalation to Patient Services Team Leader of any patients anticipated to breach locally and nationally mandated waiting times.
  • Update the Patient Administration System as required, creating supporting documentation such as admission/appointment letters and discharge letters as required.
  • Work closely with clinical staff to ensure suitable allocation of patients to appropriate clinics and theatre lists. Receive and action telephone enquiries from patients regarding appointment and admission bookings.
  • Liaise with other Patient Services teams and clinical staff to ensure the provision of a seamless service to patients, consultants, colleagues and others.
  • Arrange transport when required.
  •  Take all telephone calls coming into department and deal with as appropriate. 

About us

Horder Healthcare has been committed to caring since 1954 when we were called 'The Horder Centre for Arthritis'. We've come a long way since then. Our consultants are amongst the most skilled, experienced and innovative in their field. Our staff love to work here, so it makes sense that our patient outcomes are in the top 99%.

We have grown into a multi-service healthcare provider, with hospitals in Crowborough and East Grinstead, and outreach clinics in Eastbourne and Seaford. We are committed to making a positive impact to the health of individuals and the communities in which we work.

Not only have we developed an international reputation for orthopaedic and musculoskeletal care, our partnership with The McIndoe Centre - the birthplace of pioneering plastic surgery treatments, means that we can deliver high-quality plastic, reconstructive, maxillofacial, ophthalmology and orthopaedic services from world-class consultants to an even greater number of people.

We know that our working lives are fundamental to emotional wellbeing. Our employees are as valuable to us as our patients and we see it as our duty to nurture an engaged and skilled workforce. To do this we ensure employees have access to training and development opportunities as well as being a flexible and diverse workplace.

We are committed to caring, and committed to you.

Details

Date posted

26 September 2023

Pay scheme

Other

Salary

£20,962.50 to £23,166 a year

Contract

Permanent

Working pattern

Part-time

Reference number

J139-122429

Job locations

Horder Healthcare

Crowborough

TN6 1XP


Job description

Job responsibilities

Playing a pivotal role in our patients MSK Physiotherapy journeys, our Patient Services Advisors are responsible for anything from dealing with enquiries, to making all bookings related to a patients pathway. We are on the lookout for an empathetic and customer focused individual to join our Patient Services team, who prides themselves on providing 5*service to both our valued patients.

Based from The Horder Centre, Crowborough, this is a part-time (30-hours / 4-day week), permanent role, with fantastic opportunities to learn, develop and grow within our outstanding CQC rated hospital.

About you:

  • You will have a passion for customer service, providing excellent administrative and personal support to all of our valued patients.
  • Excellent organisational skillsto ensure that our patients receive the 5* service we pride ourselves on offering.
  • Proactive and forward thinking, with a passion for continued learning.
  • IT savvy! We use a varied range of IT software.
  • Team playerafter all, they do say that teamwork makes the dream work!
  • Prior experience within a healthcare setting is desirable, but not essential.

 

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. We have assessed this role and do not consider that we would be able to sponsor a successful candidate under the Skilled Worker route as the role does not meet the relevant Home Office criteria; the successful candidate therefore must be able to demonstrate their own right to work during the recruitment process without Horder Healthcare sponsorship.

At Horder Healthcare, we are proud to champion and celebrate diversity, equity, inclusion and belonging in all areas of our business. We are committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to protected characteristics by applicable law.

As a disability confident employer, we are pleased to offer our full support should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.

In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.

Due to the nature of work here at Horder Healthcare, and to ensure that we remain committed to our Safeguarding policy, any applicant upon an initial offer of employment will be subject to pre-employment checks, including an Enhanced Disclosure and Barring Service (DBS check). References and Occupational Health checks will also be taken up before appointment.

Job description

Job responsibilities

Playing a pivotal role in our patients MSK Physiotherapy journeys, our Patient Services Advisors are responsible for anything from dealing with enquiries, to making all bookings related to a patients pathway. We are on the lookout for an empathetic and customer focused individual to join our Patient Services team, who prides themselves on providing 5*service to both our valued patients.

Based from The Horder Centre, Crowborough, this is a part-time (30-hours / 4-day week), permanent role, with fantastic opportunities to learn, develop and grow within our outstanding CQC rated hospital.

About you:

  • You will have a passion for customer service, providing excellent administrative and personal support to all of our valued patients.
  • Excellent organisational skillsto ensure that our patients receive the 5* service we pride ourselves on offering.
  • Proactive and forward thinking, with a passion for continued learning.
  • IT savvy! We use a varied range of IT software.
  • Team playerafter all, they do say that teamwork makes the dream work!
  • Prior experience within a healthcare setting is desirable, but not essential.

 

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. We have assessed this role and do not consider that we would be able to sponsor a successful candidate under the Skilled Worker route as the role does not meet the relevant Home Office criteria; the successful candidate therefore must be able to demonstrate their own right to work during the recruitment process without Horder Healthcare sponsorship.

At Horder Healthcare, we are proud to champion and celebrate diversity, equity, inclusion and belonging in all areas of our business. We are committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to protected characteristics by applicable law.

As a disability confident employer, we are pleased to offer our full support should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.

In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.

Due to the nature of work here at Horder Healthcare, and to ensure that we remain committed to our Safeguarding policy, any applicant upon an initial offer of employment will be subject to pre-employment checks, including an Enhanced Disclosure and Barring Service (DBS check). References and Occupational Health checks will also be taken up before appointment.

Person Specification

About You

Essential

  • You will have a passion for customer service, providing excellent administrative and personal support to all of our valued patients.
  • Excellent organisational skillsto ensure that our patients receive the 5* service we pride ourselves on offering.
  • Proactive and forward thinking, with a passion for continued learning.
  • IT savvy! We use a varied range of IT software.
  • Team playerafter all, they do say that teamwork makes the dream work!

Desirable

  • Prior experience within a healthcare setting is desirable, but not essential.
Person Specification

About You

Essential

  • You will have a passion for customer service, providing excellent administrative and personal support to all of our valued patients.
  • Excellent organisational skillsto ensure that our patients receive the 5* service we pride ourselves on offering.
  • Proactive and forward thinking, with a passion for continued learning.
  • IT savvy! We use a varied range of IT software.
  • Team playerafter all, they do say that teamwork makes the dream work!

Desirable

  • Prior experience within a healthcare setting is desirable, but not essential.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Horder Healthcare

Address

Horder Healthcare

Crowborough

TN6 1XP


Employer's website

https://www.horderhealthcare.co.uk/ (Opens in a new tab)

Employer details

Employer name

Horder Healthcare

Address

Horder Healthcare

Crowborough

TN6 1XP


Employer's website

https://www.horderhealthcare.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

HR

Recruitment Team

recruitment@horder.co.uk

01892342891

Details

Date posted

26 September 2023

Pay scheme

Other

Salary

£20,962.50 to £23,166 a year

Contract

Permanent

Working pattern

Part-time

Reference number

J139-122429

Job locations

Horder Healthcare

Crowborough

TN6 1XP


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Horder Healthcare's privacy notice (opens in a new tab)