Private Patient Coordinator

WHO ARE WE?

Newmedica is one of the leading providers of NHS-funded ophthalmology services in England.

• Our Purpose is to make a positive difference to people’s lives


• Our Vision is to change lives through better sight and eye health​

We provide services for NHS CCGs, NHS Trusts and Foundation Trusts, and other providers of NHS funded services. We deliver over 225,000 patient interactions annually, including outpatient appointments, diagnostic testing and eye surgery. Our services are delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships.

ROLE SUMMARY

As a Private Patient Co-ordinator, you would be responsible for ensuring that Private Clinics are set up and managed appropriately with all relevant administration completed, and that private patients have a fantastic experience with us from the first point of contact, through to the end of their treatment pathway.

We want to offer our private patients a truly personalised service and the Private Patient Coordinator role is key to ensuring patients feel fully supported throughout their journey by someone they know and trust.

Private Patient Co-ordinators are also the central point of contact for all telephone queries from both patients and clinic staff regarding Private Patients, and also for ensuring all initial enquiries and referrals are dealt with within the required KPIs.

KEY RESPONSIBILITIES

• You will be a named point of contact for private patients, and you will support them at all times during their journey with us, including during their time in clinic for appointments and treatment/surgery


• Ensuring patient completion of lifestyle questionnaire to support delivery of personalised care


• Be a link between the patient and the consultant, ensuring all relevant information is shared to support the patients care and experience


• Reminder calls to patients before their appointment is due to confirm and to see if they have any questions/concerns so they can be addressed


• Completion of follow up calls day after treatment/surgery to check in on patients


• Managing and dealing with private enquiries from patients and referrers and action within set KPIs


• Book follow-up appointments onto appropriate clinics.


• Managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedica’s electronic patient record is up to date.


• To book patient appointments, ensuring that the patients’ needs are met.


• Take payment of the invoice either in advance or on the day of treatment


• Work with the Private Insurance Companies to ensure smooth transactions


• Ensure that all clinic correspondence is sent out in a timely manner.


• In the absence of private demand, support all other administrative duties within the service as directed by the management team


• Maintaining a positive relationship with internal and external staff at every interaction.


• Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.

CUSTOMER CARE

• To act as first point of contact for any queries or complaints from private patients and any external agencies.


• Ensure all queries, voicemails or messages are actioned and responded to in a timely manner.

THE INDIVIDUAL

EXPERIENCE & KNOWLEDGE

• Experience of working in a healthcare environment would be advantageous but not essential


• Experience of working in a customer service-based environment and a passion for delivering excellent service and care over the telephone, via written communication and face to face


• Experience of carrying out various administrative tasks and working in an administrative function


• Experience of managing complaints or challenging situations and providing solutions to resolve issues.

SKILLS & PERSONAL ATTRIBUTES

• Proven customer service skills with a passion for customer care


• Outstanding telephone manner with the ability to adapt approach to different situations.


• Committed to delivery of consistently high standards in all areas of responsibility at all times


• Proven administrative skills including the ability to follow processes


• Good organisation skills and the ability to multi-task


• Ability to reassure and support patients in a healthcare setting where people may be nervous or anxious about treatment


• Able to balance working independently with appropriate escalation


• Ability to effectively juggle and manage a busy and varied workload


• Whilst Newmedica would not tolerate harassment or bullying, some callers (clients, carers and staff) may be distressed, anxious or aggressive through stress. Staff must be able to respond to all callers with tact, diplomacy, and kindness.


• Excellent verbal and written communication skills.


• Self-starter with the ability to work on your own initiative, as well as working well within a team.


• Enjoy the routine and rhythm of a process-driven environment.


• Excellent computer skills. Comfortable with Microsoft Office products and the ability to learn new patient record systems.

SUPPLEMENTAL INFORMATION COMMON TO ALL ROLES

ADDITIONAL RESPONSIBILITIES

• Actively promote and market Newmedica and present a positive image of the Company and its activities both within and outside the Healthcare environment.


• Ensure the quality standards and performance measures applying to the work of the section are met and facilitate continuous improvements in all aspects of the post.


• Undergo any self-development and training as necessary for success in the role and provide support and development for others where appropriate.


• Carry out any duties at all times in accordance with the Company’s policies including Equality and Diversity and Health and Safety.


• Promote by positive example both internally and externally, the purpose and vision of Newmedica.


• Undertake any other responsibilities commensurate with the grade of the post, which the principal or their senior management representative may from time to time require.

STATUS OF THIS DOCUMENT

• This job description is a guide to the work that you will initially be required to undertake.


• It may be changed from time to time, in consultation with you, to meet changing circumstances.


• It does not form part of your contract of employment.

CRIMINAL RECORDS DECLARATION

• Newmedica is exempt from Rehabilitation of Offenders Act (1974) and we will ask applicants to disclose details of convictions, irrespective of whether they are spent or not.

SAFEGUARDING

• It is the responsibility of all Newmedica employees and contractors to fully comply with Newmedica’s safeguarding policies and procedures.


• Individuals must ensure that they understand their role in protecting adults and children that may be at risk of abuse.