Patient Services Executive - Front of House

• Work with Team Lead/PS Manager to oversee the day to day operations of the areas, including guidance and task management. Act as first point of escalation to support the teams.
• Create and maintain a high-quality work environment, leading by example so team members are motivated to perform at their highest level.
• Ensure any departmental or team member issues or variation from performance targets are escalated promptly to the Team Lead.
• Assist Team Lead in training and mentoring team members.
• Undertake additional Duties/Projects throughout the year.

• Become a meditech superuser.
• Ensure the service provides a courteous and professional phone service by answering calls/ emails promptly, answering queries 1st time where possible and re-routing calls appropriately.
• Report any breaches of data protection to the Patient Services Manager and assist lead to ensure staff are entering QM's on the issues.
• Assist Lead or PS Manager on answering and recording complaints relating to the service, dealing with them locally where possible.

• Ensure the team meet, greet and attend to the needs of all patients and visitors to the hospital.
• Ensure all calls are answered in a courteous and professional manner
• Ensure that all patients registered/scheduled on the hospital information system are done in accordance with our JCI policy.
• Ensure teams understand current fee structure for all tests.
• Become proficient in all validation websites and able to assist the team with queries around same.
• Ensure the team use the call management system to record relevant call summaries in line with departmental policy.
• Maintain the directory and other resources to ensure accurate dispensing of information.
• Ensure Areas are neat and a tidy work area.
• Admit patients when required.
• Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
• Demonstrate a positive attitude that is supportive of your colleagues and manager in delivering the best service to patients and visitors.

• Ensure the service delivers a customer centred service where quality, respect, caring and compassion are paramount.
• Ensure the service communicates accurately with customers by ensuring the staff are familiar with the days business within the area they are assigned to.
• Be proactive in identifying and reporting issues relating to IT, fixtures & fittings or cleanliness.
• Ensure the admin service for the various areas manage patient data in accordance with the requirements of GDPR. Report any breaches of data protection to the Team Lead.
• Works with Patient accounts on continuous improvement re fee collection and missing signatures
• Act as a champion and change driver for service not limited to business office improvement initiatives.

• Adhere to the Hospital’s mission and Vision
• Maintain patient confidentiality including authorisation of the release of medical information
• Abide by Hospital policies and all regulatory requirements including mandatory training
• Have excellent customer care and communication skills, both written and verbal
• Have excellent knowledge of computers and Microsoft Windows software and keyboard skills - ECDL required or equivalent.
• Have excellent time management skills and ability to multi-task and prioritize work
• Have excellent personal presentation and interpersonal skills
• Build collaborative relationships through strong teamwork across the organization
• Assists in the training and development of new employees.
• Open to new learning opportunities; adaptable to change.
• Be flexible and reliable. Hours of work will on occasion be subject to change.
• Focused on continuous service improvement.

Beacon Hospital