Role Information:
Develop our Centre excellence work with the pathology coordinator to implement initiatives to improve the patient experience. Patient care and Customer Service – provide a broad range of administrative functions and utilizing relevant IT systems to support the delivery of a high-quality patient service. Training & development: exposure to opportunities to continually develop your knowledge. Drive innovation: under the guidance of the Admin Lead and Business Manager, trial and adopt new processes and innovations to improve outcomes, patient experience or efficiency. Quality assurance & performance improvement: ensuring the Centre’s activities and records adhere to regulatory requirements; evaluating performance and developing action plans for improvement. Commit to working in a culture of continuous improvement that focuses on quality and patient satisfaction.
- Salary: Competitive
- Location: 1 Welbeck Street, London, W1G 0AR
Job Purpose:
• Here at OneWelbeck we are committed to empowering our teams, bringing together outstanding people, and doing work that matters in an inclusive environment. We believe a healthy working culture starts at the top and our workplace culture is the translation of our organisation’s values.
• Work as part of a team ensuring compliance to OneWelbeck Imaging and Diagnostics Terms & Conditions
• Highly motivated, foresighted, and well organized with a strong sense of patient/customer care are a must. The ability to multitask, work in a team, and work under pressure in what is often a busy environment, is essential.
• To monitor and improve Quality Standards of administrative services within the administration teams and linking in with the wider service regarding administrative standards
• Contribute to a patient-focused service of the highest quality under the supervision of the pathology coordinator.
Key Results Areas/Main Duties and Responsibilities:
• To create a positive first and lasting impression by offering our visitors and patients a warm and professional welcome
• To have a flexible approach to working patterns to meet the continuing needs of the service.
• Answering calls, emails, queries and all administrative duties, upload requests within the department.
• Sending reports in a timely and effective manner and dealing with urgent clinician, PA and patient requests
• Escalating complaints, concerns and incident reporting as necessary and recording on RADAR, including compliments
• Liaise with consultants, secretaries, radiographers and patient administration staff regarding patient information and appointment scheduling.
• Maintain accurate and complete records of patient details in line with the agreed processes within OneWelbeck
• Be committed to working flexibly within a dynamic environment, responding to the changing needs of the service.
• communicating in a friendly, helpful, and non-prejudicial manner in your dealing with staff, clients and/or patients as you will be regarded as a representative of the staff and department.
• Ensure that patient confidentiality is maintained with respect to personal information in accordance with OneWelbeck policies and statutory legislation.
• To assist and cover the front-of-house duties and any other Ad-Hoc duties as and when required.
• Undertake daily, weekly, and monthly checks and audits as they relate to administrative tasks, billing, collections, and Centre policies.
• To work effectively under pressure
• Managing transactions; including raising invoices and taking payments. Following processes for cash, cheque, and debit/credit card receipts.
• Be proactive regarding problem-solving and implementation of new ways of working to improve the patient experience and efficiency of service.
• Serves and protects the healthcare community by adhering to professional standards, policies, and procedures.
• Help implement new ways of working to improve the private patient experience and efficiency of service.
Quality Care & Governance:
• To be part of the governance schedule at OneWelbeck Imaging and Diagnostics
• To establish and maintain close and harmonious relationships with all staff to ensure an effective exchange of information.
• To communicate complex information to patients, relatives and other care workers where persuasive or reassurance skills are required.
• To communicate with all colleagues, managers, Medical and support staff within the Department.
• To effectively communicate with all patients including stressed and distressed patients who are undergoing complicated procedures which are frightening and uncomfortable or may be claustrophobic.
• To advance level of skills and knowledge in line with the expectations and requirements of the department.
• To demonstrate an ability to reflect on practice and keep abreast of developments in imaging techniques and maintain a professional portfolio of continuing professional development.
• To undertake professional audits as necessary, and to present outcomes at audit meetings.
• Apply and promote the wider safeguarding agenda in relation to vulnerable adults and children
• Attend meetings within and external to Imaging and Diagnostics as delegated by Senior Leadership group.
• Communicate at all levels by utilising a wide range of communication techniques (verbal, non-verbal, written, electronic etc.).
• Manage, defuse, and respond appropriately with verbal complaints and situations of conflict and aggression through knowledge, training, experience, and escalation.
• Adhere to all General data protection regulations GDPR.
• To deal with initial complaints from patients, carers or other professionals and refer where necessary to the appropriate CT and General X-ray Superintendent.
• To observe the Centre’s policy for reporting incidents in a timely manner
• To produce and implement action plans because of incidents.
Values & Behaviours:
• Demonstrable commitment to and focus on quality, promotes high standards to consistently improve patient outcomes.
• Demonstrable skill to work together to serve our customers through delivering safe and excellent clinical care.
• Value diversity and difference, operates with integrity and openness.
• Treating others with compassion, empathy and respect.
• Share information openly and effectively with patients, staff and relatives.
• Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others.
• Uses evidence to make improvements, increase efficiencies and seeks out innovation.
• Actively develops themselves and others.
To apply, please send you CV to: Jack.Goldfinch@onewelbeck.com