Patient Coordinator

Under the general guidance of the Front of House Manager, the delegate will be responsible for all activities on any Reception Desk in any area of the hospital. Provide a link between Hospital, Patients, Consultant or other users. Coordinate patient registration, preparation of outpatient accounts, receipting payment for hospital services. To act and interact with patients, consultants, staff and visitors in a way that will create an experience in accordance with Bupa Cromwell Hospital’s Service Vision “Every Patient is a VIP”.

• Undertake duties in accordance with departmental policies and procedures
• To be fully conversant in all areas of Reception; either Main Reception or other areas where patients are “arrived” in a department.
• Actively Meet and Greet patients and visitors in a warm, respectful and courteous manner at all times , acting in a way that actively contributes to the promotion and improvement of the BUPA Cromwell Hospital brand and in line with the Bupa Cromwell Hospital’s Service Vision “Every Patient is a VIP”.`
• Issue Medical Record Numbers, front sheets, labels, make up medical records and other administrative documents as required.
• Provide efficient and effective administrative support during our users clinics or tests, or procedures.
• Deal with letters of guarantee and liaise with insurance companies and Embassies as required.
• Respond to all enquires regarding hospital facilities or re-direct enquires to the correct departments when needed. Deal with all Reception queries and complaints in a courteous and timely manner
• Ensure that all staff and Patients are fully aware of hospital charges, ascertaining methods of payment and calling the appropriate companies for guarantee letters or insurance as required according to departmental and hospital procedures.
• Action all requests from patients, doctors, and visitors to the hospital courteously, promptly and efficiently.
• Interview patients in a polite and friendly manner in order to obtain relevant information for registration purposes; updating patient details at each appointment; inputting all information accurately onto the computer system.
• Receive payment from all patients in respect of hospital services provided and maintain integrity of personal float. Ensure transactions are correctly recorded and receipted. Allocate cash to carriers or patients in accordance with billing agreements as required.
• Check, bill and post on a daily basis all charges for Clinical or other areas as required
• Raise cash or credit card refunds and obtain authorisation as required
• Implement manual procedures during computer downtime and transfer information when system is reinstated.
• Make follow-up bookings for patient after the appointment.
• Assist patient with booking further tests or consultations
• To be involved in ongoing training for all staff within the department
• Liaise and cooperate with other departments ensuring the smooth running of the Reception Desks.
• Cover additional Reception areas as requested by the Front of House Manager or delegate to ensure consistent service maintained
• Liaise regularly with the Front of House Manager and supervisory staff to review and implement procedures to improve the efficiency and effectiveness of the Reception Service
• Be responsible for the reporting of accidents, untoward occurrences or problems and record such incidences according to Hospital policy
• To be Responsible for the Health and Safety of all people who may be affected by the post holders acts or omissions at work and to be conversant with the Hospitals Health and Safety polices and procedures
• Attend Fire Lectures and Fire Drills in accordance with the law, and be fully aware of the position of fire alarms , emergency equipment and exits
• To participate in the staff appraisal scheme in accordance with Hospital policy
•  To use proper channels of communication for any problems or grievances related to work
•  Handle minor complaints with immediate action and follow up
• To promote good relations with referring clinicians, other hospital departments and outside organisations to ensure that the reputation of the Department, Clinic and Hospital are upheld.

INTEGRATED GOVERNANCE

• Understand implications of Integrated Governance and adhere to hospital governance policies including the reporting of incidences, near misses.
• Ensure compliance to standards in respect of all legislative requirements, including but not limited toCQC, SHE, DSE, Fire, COSHH, BLS, Manual Handling, Safeguarding Children & Adults, Information Security and Infection Control.
• Maintain safe working practices and adhere to clinical risk management policy and recommendations.
• Proactively assist in audit and quality assurance programmes.
• Adopt the correct administrative procedures when dealing with complaints from patients/relatives following set policies and procedures.

• Ensure effective communication to patients and colleagues.
• Ensure attendance and completion of all mandatory study days.
• Share knowledge, skills and experience and work collaboratively with colleagues.

EDUCATION

• Qualified to GCSE level standard or equivlanet
• AMSPAR or equivalent Medical Secretarial qualification

• Experience in a Customer Facing environment such as; 5* Luxury hotel, high end retail, private hospital or other experience involving interaction with high profile clients and high levels of customer service.
• Hospital Outpatient Reception
• Customer Service Training/Education
• Previous knowledge of working in a Hospital environment is a bonus

• Assertive, articulate and polite.
• Good written and spoken English.
• Good communication and strong interpersonal skills.
• Excellent telephone manner.
• Excellent organisational skills and attention to detail.
• Able to work on own initiative, prioritise work and meet deadlines.
• Good timekeeping but prepared to be flexible.
• Proven experience of delivering customer services to an exceptionally high standard
• Enthusiastic with the desire to become involved and develop in role.
• A second world language would be beneficial (Arabic, French, German or other)
• Interest in personal development & updating skills.
• Interest in developing managerial competences.

• Ability to work under pressure and remain calm
• Confident and assertive manner.
• Natural ability to empathise with patients and demonstrate a genuine care.
• Ability and willingness to work any shift during the opening hours of the department.