Job summary
Healthshare Clinic Norwich is part of Healthshare group, a clinically-led organisation who place the patients experience, expectation and outcome at the forefront of every decision. Our vision is to be the best independent community healthcare organisation in the UK that is trusted by patients, chosen by policy-makers and regarded with pride by all our team. We aim to continually evolve and learn through evidence and experience to help people improve their health.
We are seeking to recruit a Reservations Coordinator to coordinate the day to day smooth operation of the clinic. The post holder will support the front of house and referral management centre with patient referrals and waiting lists, ensuring professional communication with patients. The post holder will be required to coordinate and support any additional administrative roles required by the service.
Main duties of the job
- To undertake coordinating duties in a safe and professional manner.
- To operate the patient referral system across the organisation managing the clinical diaries and associated tasks.
- To assist the FOH and RMC in the management of referrals, booking patients into pre assessment appointments.
- Waiting list management and processing of patient data via patient administration systems as and when required.
- Professional communication with patients via face 2 face, emails, phone.
- Maintain professionalism at all times including personal appearance and professional manner.
- Maintain Trackers up to date.
- Maintain Theatre calendars up to date.
- Coordinate and reserve Consultants advance dates and open the clinics on PS as required for the rest of the reservations staff.
- Holidays cover across the reservations unit where required to keep an eye on additional bookings.
- Reservation office ownership and feedback to the supervisor/line manager about any issues
- Support with PS portal development by providing feedback for website improvements.
- Train new/bank or agency staff with reservation bookings- when required.
- Review the tracking sheet for pain clinic and ERS foot and ankle- gather monthly statistics.
About us
We're an independent healthcare provider, with established roots in muscular-skeletal health and diagnostics, founded by expert NHS clinicians who recognised a way to improve things.
Our approach means that whether it's speed, flexibility, efficiency or quality, every aspect has been carefully considered to surpass expectations. This is why we've been a trusted partner of the NHS for over ten years, and the provider of choice for countless private patients.
We work with integrity. When it comes to collaboratively delivering care, relationships are key. Whether we're interacting with each other, our partners or our patients, we're always open and honest. Every key decision is based on clear process and informed by evidence.
We act with empathy. Everyone who is here, is here because they care about people. We always try and put ourselves in the shoes of whomever we're interacting with and treat people with compassion and consideration.
We inspire with passion. It's hard work, but we absolutely love what we do. There's no room for a half-hearted approach to healthcare, it requires dedication, and that's what everyone here has. A Healthshare employee is enthusiastic, with a verve and panache that inspires others around them.
Benefits:
- 25 days annual leave (plus Bank Holidays) and option to buy/sell
- Private Healthcare (Benenden)
- Company Pension Scheme
- Life Assurance
- Blue Light Card
- Refer a Friend Scheme
- CPD Opportunities
- Wagestream
- Reward Gateway
- Cycle to Work Scheme
- Smart Tech
- EV Car Scheme
Job description
Job responsibilities
Key Working Relationships
- Patients, relatives, patients carers
- Operational Managers, supervisors, unit leads and Company Directors
- Clinical staff and administrative staff
- GPs and surgery staff
- Informatics, Finance, HR, Service Development
Specific Duties and Responsibilities
- To be the first point of contact for patients when attending clinic, via the phone and via email.
- To support the clinicians working within the services, eg: cancellation of clinics; to book interpreters; check and update clinical diaries.
- To deal with complaints in a timely and professional manner. Escalate to line manager when and wherenecessary.
- To deal effectively with patient enquiries, queries and appointment requests
- To register patients using organisational systems (Soliton and Patient Source, any other platforms that are required).
- To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.
- To maintain a healthy and safe working environment for self, patients colleagues.
- To inform line Manager of any factors affecting delivery of service as soon as they arise.
- Undertake Endoscopy reception duties, front of house reception duties, reservations duties when/as required according to your ROTA.
- Prepare, compile and sort documentations for data entry/scanning etc
- To adhere to contract policies and procedures with regards to booking of patients correctly and into the appropriate clinics.
- To be proactive in terms of ensuring that all clinics are filled to capacity.
- To comply with data integrity and security policies.
- To actively communicate with your team members and line manager/supervisor/ clinical staff to assist service delivery.
Organisational
- To follow the instructions provided by the line manager/ supervisor and decide priorities for own working area, balancing other patient related and professional demands, and ensure that these remain in accordance with those of the section as a whole.
- To be responsible for organising and planning own caseload to meet service and patient priorities.
- Readjust plans as situation change/arise.
- To be aware of Health and Safety aspects of your work area, including your prompt recording and reporting of accidents to senior staff, and ensuring equipment use is safe.
- To comply with the Healthshare organisational and departmental policies and to be involved in their reviewing and updating as appropriate.
- To undertake any other duties that might be considered appropriate by the team.
- To complete all mandatory training as assigned.
Job description
Job responsibilities
Key Working Relationships
- Patients, relatives, patients carers
- Operational Managers, supervisors, unit leads and Company Directors
- Clinical staff and administrative staff
- GPs and surgery staff
- Informatics, Finance, HR, Service Development
Specific Duties and Responsibilities
- To be the first point of contact for patients when attending clinic, via the phone and via email.
- To support the clinicians working within the services, eg: cancellation of clinics; to book interpreters; check and update clinical diaries.
- To deal with complaints in a timely and professional manner. Escalate to line manager when and wherenecessary.
- To deal effectively with patient enquiries, queries and appointment requests
- To register patients using organisational systems (Soliton and Patient Source, any other platforms that are required).
- To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.
- To maintain a healthy and safe working environment for self, patients colleagues.
- To inform line Manager of any factors affecting delivery of service as soon as they arise.
- Undertake Endoscopy reception duties, front of house reception duties, reservations duties when/as required according to your ROTA.
- Prepare, compile and sort documentations for data entry/scanning etc
- To adhere to contract policies and procedures with regards to booking of patients correctly and into the appropriate clinics.
- To be proactive in terms of ensuring that all clinics are filled to capacity.
- To comply with data integrity and security policies.
- To actively communicate with your team members and line manager/supervisor/ clinical staff to assist service delivery.
Organisational
- To follow the instructions provided by the line manager/ supervisor and decide priorities for own working area, balancing other patient related and professional demands, and ensure that these remain in accordance with those of the section as a whole.
- To be responsible for organising and planning own caseload to meet service and patient priorities.
- Readjust plans as situation change/arise.
- To be aware of Health and Safety aspects of your work area, including your prompt recording and reporting of accidents to senior staff, and ensuring equipment use is safe.
- To comply with the Healthshare organisational and departmental policies and to be involved in their reviewing and updating as appropriate.
- To undertake any other duties that might be considered appropriate by the team.
- To complete all mandatory training as assigned.
Person Specification
Qualifications
Essential
- General secondary education
- Working knowledge and proficient in the use of Office package
Experience
Essential
- Excellent telephone manner
- Previous experience working in booking/administration environment within the NHS or other healthcare provider
Person Specification
Qualifications
Essential
- General secondary education
- Working knowledge and proficient in the use of Office package
Experience
Essential
- Excellent telephone manner
- Previous experience working in booking/administration environment within the NHS or other healthcare provider
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.
