Job Summary
As an Appointments Administrator, you will be responsible for ensuring the smooth and efficient transition of all patients from initial enquiry, through to eventual discharge and follow-up appointments. Appointments Administrators are the first and last point of contact for patients and are therefore responsible for delivering and maintaining the excellent standard of service that Kingsbridge patients can expect and have become accustomed to. A key part of the role will involve managing a high volume of incoming patient enquiries via telephone, email, and web-based communication. The successful candidate will quickly become knowledgeable of all aspects of the Group’s service provision and provide accurate and timely advice to all external stakeholders.
Another key part of the role will involve the scheduling and management of patient appointments, consultations, and surgical procedures. Appointments Administrators assist with the efficient use of hospital capacity whilst ensuring that all patients are seen in a timely manner that suits their own schedule.
We are looking for candidates with strong communication skills who can confidently respond to a high volume of enquiries across a range of clinical areas whilst staying organised and proactive to ensure that patients receive their preferred outcomes. Excellent customer service is something that should come naturally to you along with the ability to display empathy and demonstrate strong listening skills.
Key responsibilities:
- Accurate record keeping of all interactions will be essential in order that maximum value can be derived from any potential patient enquiry.
- Efficient, effective, and focused response to all enquiries via telephone and email while displaying empathy and working to resolve patient queries.
- Following up on enquiries by phone and email.
- Proactively follow the Patients’ Pathway to ensure Consultations, Investigations, Procedures and Reviews are all booked accordingly.
- Process and book all referrals within appropriate time frames.
- Scheduling of surgical procedures within specific time scales.
- Ensuring that all patient treatment records are accurate and up to date.
- Liaising with colleagues across a variety of teams.
The above list is not exhaustive and additional / alternative tasks may be required from time to time as directed.
Person Specification:
Essential
Qualifications:
- 5 GCSE grades A-C including Maths and English or equivalent.
Experience:
- 6-12 month’s customer service or administration experience.
- Excellent IT skills with proven experience in Microsoft packages.
- Demonstrable ability to prioritise work, meet deadlines and work calmly under pressure.
Special Knowledge and Skills:
- Understanding of the Data Protection Act and importance of confidentiality.
- Ability to multi-task, and work to deadlines.
- The ability to communicate effectively with a wide and varied range of people e.g. medical professionals, colleagues, patients or customers.
- Keen attention to detail and the reliability to convey accurate information.
Personal Attributes:
- Polite and patient verbal manner.
- Excellent spoken and written communication.
- Proactive and enthusiastic approach to work.
- Highly organised and capable of prioritising tasks.
- Confidence in your own ability to manage changing deadlines / demands.
Desirable
Experience:
- Background in medical administration would be advantageous.
- Previous experience of CRM/databases.
Special Knowledge and Skills
- Knowledge of medical terminology.
To apply, please complete an application and monitoring form and return to the recruitment team.
Closing date for all applications is Friday 29th October, 2021 at 4pm.
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