Job Summary:
Welcoming patients, clinicians, and any other external visitors in a friendly, respectful, and professional manner. Working closely with patients, consultants and third parties to ensure the correct payments are made in a timely manner and the administrative function for the patient experience is carried out to the highest quality. In addition to providing reception services, support the appointment booking function.
MAIN RESPONSIBILITIES:
- Open and close the reception on a daily basis, details are provided on the training guide.
- Review the daily clinic list ahead of patient arrivals noting any additions or cancellations.
- Ensure waiting areas are clean and fully stocked with supplies.
- Welcome patients and consultants and update the system based on their arrival. Liaise with technicians/clinical team as soon as the patient arrives. For external visitors, ensure proper identification and update the visitor logbook accordingly.
- Direct patients to the waiting area and do the necessary follow up with the technicians or practice managers to avoid delay. Maintain accurate patient records and up to date information on the hospital database.
- Mark patient out once the consultation has been completed and properly process payment for self-pay and for any test, procedures or items from pharmacy.
- Process all payments and documentation received from patients in accordance with Clinic procedures.
- Liaise with billing team for any issues encountered in collecting or processing payment. Update end of the day report for any issues encountered during the day to ensure awareness and resolution is given in a timely manner.
- Accurate invoicing of all items. Answer queries for patients covered by insurance to clarify understanding of coverage.
- To contact patients, manage all bookings and sending payment link for theatre and laser. Inform patients of relevant charges and liaise with nursing team for any additional information needed by patients prior to procedure. Confirmation of pre-assessment and schedule of surgery.
- Manage patient queries, ensuring accurate and timely responses are provided.
- Maintain optimum knowledge on price agreements and billing methods. Billing spreadsheet is provided for reference.
- For embassy patients, secure letter of guarantee on or before arrival.
- The post holder will build successful working relationships with all external practice managers to ensure efficient coordination of outpatient and day patient services and work with practice managers to achieve a common goal of delivering a positive experience to each of our private patients.
- Ensure regular communication and liaise with the technicians and nursing teams working in clinic to keep them informed of any problems that may impact on the operation.
- Manage the shared email inbox, handling all queries and ad-hoc requests; ensuring requests are dealt with in a timely manner and communication to stakeholders is clear.
- Follow assigned rota system to ensure consistent and effective service is maintained.
- Member of the clinic ‘rapid response team’ that support in the event of an emergency in the clinic (relating to fire, life and safety).
Other Responsibilities :
Any other duties as designated by your manager and are commensurate with the position.
Pay: £29,000.00 per year
Benefits:
- Company pension
- Employee discount
- Referral programme
- Sick pay
Application question(s):
- Please give an example of a time you have given exemplary customer service or gone above and beyond for a patient.
Work Location: In person
