Patient Services Scheduling Agent

2 weeks ago

Dublin, Ireland Beacon Hospital Full time

Job Title: Patient Services Scheduling Agent

Department Patient Services / Hospital Services

Reports to: Patient Services Manager

Date 2024


Overall Purpose of Job

Our mission is to provide exceptional patient care in an environment where quality, respect, caring and compassion are at the centre of all we do. 

The overall purpose of this role is to assist the team lead in the day to day operation of the department, ensuring that all patients and visitors are received in a welcoming and professional manner and that the team operates a high-quality service at all times.

Key Responsibilities and Deliverables

  • Work with Team Lead/PS Manager to oversee the day to day operations of the areas, including guidance and task management. Act as first point of escalation to support the teams.
  • Create and maintain a high-quality work environment, leading by example so team members are motivated to perform at their highest level.
  • Ensure any departmental or team member issues or variation from performance targets are escalated promptly to the Team Lead.
  • Assist Team Lead in training and mentoring team members.
  • Undertake additional Duties/Projects throughout the year.

Essential Duties include:

  • Become a meditech superuser.
  • Ensure the service provides a courteous and professional phone service by answering calls/ emails promptly, answering queries 1st time where possible and re-routing calls appropriately.
  • Report any breaches of data protection to the Patient Services Manager and assist lead to ensure staff are entering QM's on the issues.
  • Assist Lead or PS Manager on answering and recording complaints relating to the service, dealing with them locally where possible.

Service Delivery:

This role is an integral part of day-to-day service delivery within the areas:

  • Answer calls in a courteous and professional manner, answering queries where possible and re-routing calls to the appropriate people as required.
  • Advise patients on any charges to be paid and take payment for same.
  • Take and deliver accurate phone messages.
  • Provide a customer focused service at all times.
  • Use the call management system to record relevant call summaries in line with departmental policy.
  • Maintain the directory and other resources to ensure accurate dispensing of information.
  • Assist in dealing with and recording complaints in an effective and courteous manner. Ensure patient services manager is made aware.
  • Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
  • Demonstrate a positive attitude that is supportive of your colleagues and manager in delivering the best service to patients and visitors.
  • Maintain a neat and tidy work area.

Service Management

  • Ensure the service delivers a customer centred service where quality, respect, caring and compassion are paramount.
  • Ensure the service communicates accurately with patients.
  • Ensure communication with consultants / secretaries in utilisation of patient appointments
  • Close monitoring of consultant/ testing timetables and planning in advance of schedules. liaising with FOH Team lead and clinical technicians.
  • Ensure accurate data entry when scheduling appointments using correct resource and available slots.
  • Be proactive in identifying and reporting issues relating to IT, fixtures & fittings or cleanliness.
  • Ensure the admin service for the various areas manage patient data in accordance with the requirements of GDPR. Report any breaches of data protection to the Team Lead.
  • Act as a champion and change driver for service not limited to business office improvement initiatives.

Personal and Professional Responsibilities

The post holder is expected to:

  • Adhere to the Hospital's mission and Vision
  • Maintain patient confidentiality including authorisation of the release of medical information
  • Abide by Hospital policies and all regulatory requirements including mandatory training
  • Have excellent customer care and communication skills, both written and verbal
  • Have excellent knowledge of computers and Microsoft Windows software and keyboard skills
  • Have excellent time management skills and ability to multi-task and prioritize work
  • Have excellent personal presentation and interpersonal skills
  • Build collaborative relationships through strong teamwork across the organization
  • Assists in the training and development of new employees. Open to new learning opportunities; adaptable to change.
  • Be flexible and reliable. Hours of work will on occasion be subject to change.
  • Focussed on continuous service improvement.

Confidentiality

You will be aware of the confidential nature of Hospital work and in particular, the right of patients to confidentiality. To this end you will not discuss workings of the Hospital or its patients with people outside the Hospital, save as required to do so in the course of your work. 

 

The extent and speed of change in the delivery of health care is such that adaptability is essential in this position. The incumbent will be required to maintain and enhance their professional knowledge, skills and aptitudes necessary to respond to a changing situation.

Person Specification

 Qualifications

  • Leaving Certificate or equivalent.
  • ECDL or equivalent computer course.

Experience

  • Minimum 2 years of experience in customer service roles.
  • Supervisory experience required.
  • Computer literacy, including experience using MS Excel & Word
  • Previous experience in a healthcare setting is desirable.

Job Specific Competencies and Knowledge

  • Ability to communicate effectively and courteously with a wide range of individuals including: patients; referrers; Consultants; clinical & non-clinical hospital staff; health insurance staff.
  • Ability to motivate and support a small team working in a busy environment
  • Ability to work consistently and accurately with processes and procedures
  • Exhibits ability to work as member of a team in daily performance of duties.
  • Have a high capacity for responsibility and individual initiative
  • Have strong organisational and decision-making skills
  • Demonstrate ability to write clear and concise English.

Personal Competencies  

All posts in Beacon Hospital require a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required by their manager or hospital management.

 

This job description is intended to be an outline of the areas of responsibility and deliverables at the time of its writing. As the Hospital and the post holder develop, this job description may be subject to review in light of the changing needs of the Hospital.



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