Patient Support Advisor
Evolutio is an independent Hospital Eye Service provider, established in 2011 and having seen over 1 million patients, using milti-disciplinary clinical teams, working together to deliver a high-quality ophthalmology outpatient and minor surgical service, for NHS and self-pay patients. Joining the evolutio team, you will find an opportunity to be part of a diverse and ambitious clinical team.
We are seeking an enthusiastic and motivated person to join our head office team in Henley-on-Thames. As a Patient Support Advisor, you will be responsible for ensuring that patient care is coordinated across our service, including answering patient queries, booking hospital and community clinic appointments and working closely with our clinical team to ensure patients are receiving appropriate care. To be successful within the role, you will need to be enthusiastic, confident, compassionate, motivated, attentive and show high levels of integrity and patience whilst working under pressure, embracing our ethos that patient safety and experience is core to delivering an exemplary service.
Main Duties and Responsibilities
– Answering inbound calls, including those from patients, GPs and opticians
– Answering patient’s queries, both verbal and written
– Taking incoming Telephone Triage calls from patients, discussing the patient’s choice of care provider, scheduling the appointment where possible and referring their care on to the correct service
– Processing of complex and emergency referrals in a safe and timely manner
– Ensuring patients are clear on next steps, appointment details and receive relevant documentation
– Excellent phone manner
– Attention to detail and high levels of accuracy in a busy service
– Ability to manage workload and prioritise tasks
– Excellent time management
– Customer service skills
– 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
– Permanent / Full or Part-time
– 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.
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.