Patient Pathway Administrator

Job Summary:

·       Develop our Centre excellence work with clinical lead colleagues 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, 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.

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.

·       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 Women’s and Men’s Health

·     To establish and maintain close and harmonious relationships with all staff to ensure an effective exchange of information.

·     To communicate with all colleagues, managers, Medical and support staff within the Department.

·     To effectively communicate with all patients including stressed and distressed patients

·     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 women’s and men’s health procedures and maintain a professional portfolio of continuing professional development.

·     Apply and promote the wider safeguarding agenda in relation to vulnerable adults and children

·     Attend meetings within and external to Women’s and Men’s Health 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

·       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 submit your CV at luzelle.olszewski@onewelbeck.com