Patient Administration Lead

The patient administration lead will work as part of a team to ensure the smooth running of the patient services team, ensuring that patients receive quality care and an all-around great experience whilst using our services from receipt of the referral, booking an appointment and answering any queries arising from the patients during their journey with Evolutio. This quality of service will be also expected towards referring practices, GP’s and other care providers. You will have excellent communication and relationship-building skills and will be the first point of contact for the team on shift, escalating issues to the general manager, where needed.

You will work closely with the regional and clinic managers ensuring that our waiting lists are kept to a minimum and capacity in clinics is best utilized.

Main Duties and Responsibilities

– Provide support and supervision to the patient service team, respond to any issues and enquiries arising from the team.

– Handle questions from employees, patients, clinicians, GP’s and other care providers.

– Manage waiting lists of patients awaiting to be booked.

– Responsible for ensuring that safety standards are met, and quality controls are maintained.

– Ensure that patient records are up-to-date and communications towards all parties involved are provided in a timely manner.

– Ensuring processing of complex and emergency referrals.

– Oversee the performance of staff during their shift, ensuring efficiency, smooth workflow, monitor call quality and KPI’s set.

– Support the induction and training of new staff.

– Communicate sensitively and clearly with patients.

– Have the ability to deescalate complaints and provide resolution to issues encountered by patients.

– Maintain appropriate security and confidentiality of patient data information.

– Ensure that staff working have the correct equipment and resources to perform their duties.

– Managing weekly rotas, ensuring all tasks are assigned. This will include:

          – All the silos in eVonnect are monitored

          – All mail inboxes are managed, and emails are answered within 48 hours

          – All call centres are manned and supported

Key Skills:

– Ability to organize and priorities own workload.

– Patient focused.

– Strong problem solving skills.

– Great communicator.

– High level of attention to detail in a busy service environment

– Organisational and time management

– Collaborate and team player, ability to build strong partnerships and work with colleagues across the business

– Strong interpersonal and oral communication skills 

– Strong written communication skills

Location:

– Henley on Thames, Oxfordshire

How to apply / recruitment process

– Complete the questionnaire below and send your CV and covering letter to HR@evolutio-uk.com

– Face to Face interviews for successful applicants

– Second round interviews

– Job offer

 

Details

– Permanent  / Full or Part-time

Salary

£28,000 pa 

Benefits

– 28 Days holiday, inc public holidays

– Private Health Insurance

– Pension Scheme

– Cycle to work

– NHS Discounts

– Employment wellbeing programme

Recruitment Form & Profiling Questionnaire

We require all new applicants to complete our online recruitment form and profiling questionnaire. Once both are completed we will be in contact.

To support our recruitment process we have employed the use of PeopleMaps. PeopleMaps is simple to complete and can help provide an insight in an applicant’s character so we can tailor our approach to recruitment.

Profiling

Health and Safety

You must comply at all times with Evolutio Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents to the HR department.

 

Equality and Diversity

You are required to abide by Evolutio policies and procedures and to actively support the company commitment to equality and diversity in both employment and the delivery of services. All patients, staff and visitors must be treated equitably, with dignity and respect taking into account their race, gender, ethnic origin, age, disability, sexuality etc.

 

Respect for Patient Confidentiality

You should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

 

Infection Prevention and Control

 All employees have a personal responsibility to comply with Evolutio Infection Prevention and Control policies to protect their own health, the health of patients, visitors and other employees and to prevent health care associated infections. This includes a requirement to maintain a safe, clean and tidy work environment. All clinical staff must ensure rigorous and consistent compliance with standard infection control precautions including Hand hygiene, dress code and use of personal protective equipment and other clinical care policies and protocols applicable to infection prevention and control. Employees are required to challenge poor performance or poor practice in relation to infection prevention and report any breaches to the HR department.

 

Safeguarding Children and Adults

All employees have a responsibility to safeguard and promote the welfare of children and adults including but not limited to patients, members of the public and colleagues. You will be responsible for ensuring you undertake the appropriate level of training in accordance with our safeguarding policy training strategy and that you are aware of and work within the safeguarding policies of Evolutio.