Job responsibilities
Purpose of role:
- To act as a warm, caring & professional first point of contact in the Heath Lodge Clinic patient journey.
- Offering patients quick and easy access to MRI (Private and NHS), Ultrasound, X-RAY and Pain Management.
- Ensuring all patient appointments are allocated or offered appropriately based on the clinical information detailed in the referral and relevant Consultant protocol.
Key Accountabilities:
- Answer in coming booking calls promptly (together with any appointment today calls as and when appropriate)
- Check through the new referrals AM/PM for any referral marked urgent or fairly soon prioritise/expediate appointment.
- Check referral detail is complete and request additional information as and when needed
- Contact patients to organise an appointment work through referrals in date order
- Work through the call backs folder once a day
- Note all patient contact against the PPS patient record. If a patient does not want to progress with an appointment close the referral by notifying the referring clinician and return referral/patient care to them document on PPS
- Action any urgent verbal scan request from the referring clinician or reporting consultant appropriately and as quickly as possible.
- Monitor contact and NHS email for patient queries /requests and additional information
- To undertake any other duties as required by the clinic
- To ensure the clinic has an agile and flexible workforce you may be required to work cross functionally from time to time.
Key Performance Indicators:
- Adhere to 7 working day turn around on reports.
- Ensure all patient scan images have been reported on and sent to the relevant referring clinician.
- Patient feedback Such as complaints on delays on reports or reports reaching clinicians in timely manner.
- All emails relevant to the department have been answered as appropriately as possible holding emails sent where more time/investigation needed.
- External reporting is up to date images and referral available to reporting consultant
Relationships:
Internal: Senior reports reports to all HLC employees External: Consultants, Patients, Hospitals
Decision making:
- Routine MRI report/copy disc request/information request (strictly following HLC policy and procedures re: Data protection)
- Standard SAR requests (strictly following HLC policy and procedures re: Data protection)
- Answer emails appropriate to role and experience. If urgent report/copy disc request/information request refer to senior reports staff or Operations Manager.
Qualifications/ Experience:Administration /secretarial experience ideally in a medical setting Minimum of GCSE maths & English.
Knowledge:
- GDPR
- Safeguarding
- BLS Basic Life Support
- Health + Safety
Skills and competencies:
- Excellent interpersonal skills.
- Friendly, open, adaptable, and flexible approach.
- Team player
- Excellent planning & organising skills
- Attention to detail
- Able to act calmly under pressure and use their own initiative
- Acts with absolute discretion &confidentiality at all times Digital Technology - Microsoft office competencies
Integrity: Continuously uphold and promote the Clinics business ethics & demonstrate our 7 core values
1. Open & honest
2. Respectful & relaxed
3. Communicate effectively
4. Have the highest safety levels
5. Infection Control Champions
6. Drive forward standards & service
7. Staff support &development
Always working lawfully and in accordance with all regulatory, compliance and financial requirements e.g. General Data Protection Regulations, Health and Safety, the Ionising Radiations Regulations including IR(ME)R
Always working in accordance with company policy, procedures, processes, standards, and controls.
