Role Information:
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, Acting as a key first impression and advocate of OneWelbeck Imaging & Diagnostics, anticipating and responding to clients, clinicians and staff requirements, managing these efficiently and in a professional manner. Play a key role in ensuring a smooth and efficient pathway administration for patients throughout their journey from the point of referral to the point of discharge. Contribute to a patient focused service of the highest quality under the supervision of the Admin lead and business manager.
Job Summary:
· Develop our Centre excellence work with the Business Manager and Admin lead to implement initiatives to improve 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; evaluate performance and develop action plans for improvement. Commit to working in a culture of continuous improvement that focusses on quality and patient satisfaction.
Key Results Areas/Main Duties and Responsibilities:
· To help facilitate a smooth patient care journey through the centre efficiently with a patient centred approach and the highest levels of service at all times
· Proactively engage the team on daily duties and ensure delegated tasks are completed
· To have a flexible approach to working patterns to meet the continuing needs of the service.
· Answering calls, emails, queries and all administrative duties, including IEP requests, CIMAR uploads and other imaging transfer and upload requests within the department
· Responsible in achieving the KPI target for call answering and other tasks requested by the Centre
· Be the point of call for admin related duties in the absence of the Admin lead
· Escalating complaints, concerns and incidence reporting as necessary and recording on RADAR, including compliments
· Working with consultants, PA’s and all stakeholders and providing 5* star customer service
· Enhance centre reputation by accomplishing new and different requests; exploring opportunities to add value to role and exceed expectations at every point of patient contact
· Be considerate and work respectfully with all team members, ensuring that clear communication and effective working relations are maintained
· 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
· Ensure that patient confidentiality is maintained in respect of personal information in accordance with OneWelbeck policies and statutory legislation
· Work closely and in tune with the Admin lead to ensure the patient's administrative service is appropriately covered in response to service needs
· Responsible for creating SOP’s, setting up, documenting and implementing processes
· To understand and perform patient billing, payments and onward patient care
· To assist and cover the front-of-house duties and any other Ad-Hoc duties as and when required
· Training new starters on all areas covered within the admin department. Reporting back to the Admin lead on progress
· To work effectively under pressure
· Take responsibility for own actions
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 with all colleagues, managers, Medical and support staff within the Department.
· To advance level of skills and knowledge in line with the expectations and requirements of the department.
· To undertake 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 department
· To observe the Centre’s policy for reporting incidents in a timely manner
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
CVs can be sent directly to @Shirin.mousavi@onewelbeck.com