Medical Patient Services Administration
2 days ago
Job Title:
Medical Patient Services Administrator
Location: Ludhiana & Mohali (Work from Office)
Main Duties and Responsibilities
Ø To represent Medical in a professional manner at all times.
Ø To manage all patient correspondence regarding appointments and general enquiries
Ø To provide the highest levels of Customer Service to patients, colleagues, and external partners at all times. To support and provide cover for colleagues as directed.
The Patient Pathway
Ø To receive and process registration requests via email within the response timeframe.
Ø To ensure all patients care containing clear details of the requirements of the next step on their pathway is responded to in tasks or emails within the response timeframe.
Ø To monitor and book patients emails and tasks with priority order highlighting shortages of capacity to the manager within the response timeframe.
Ø To use a range of technology (e.g. phone, e-mail, text,) to contact and offer patients a choice of new and follow up appointment times and dates within the response timeframe
Ø To confirm the details of any appointments and associated special requirements with the patient using the available technology (letter, e-mail, text)
Ø To request any information required for the patient's appointment from other providers as and when required in line with the company policy to not delay patient care.
Ø To cancel and where appropriate rebook appointments at the patient's instruction, balancing patient wishes and seeking advice from a manager as and when required.
Ø To liase with Pharmacy when required regarding medication queries
Data Quality
Ø To cancel and rebook clinics where appropriate at the direction a manager.
Ø To update and maintain accurate demographic details for all patients at each interaction.
Ø To accurately record all interactions with patients within The Clinical Platform ensuring a full audit trail
Ø To maintain good data quality at all times supporting the correction of data errors as directed by a manager.
Code of Conduct
Ø To support a culture of continuous service improvement, offering ideas and potential solutions for operational issues that arise.
Ø To support the trial of new technology and ways of working designed to improve the patient experience.
Ø To fully comply with all Medical policies, procedures, and guidelines.
Ø To maintain patient confidentiality at all times in accordance with 'Confidentiality – Staff Code of Conduct'
Ø To undertake departmental training, mandatory training, and personal development in support of maintaining up to date operational knowledge and personal objectives
Ø To maintain 100% compliance with your mandatory training requirements at all times.
Ø To support managers by demonstrating operational tasks to new staff as part of induction or refresher training.
Essential Skills Required
Ø Good IT skills using email, word and excel as a minimum.
Ø Excellent customer service skills
Ø Knowledge of simple medical terminology and medication
Ø Ability to work under pressure and be adaptable to quick change
Desirable Skills
Ø Experience working in a medical environment.
Ø Experience of working in a Medical Cannabis Clinic
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