Patient Coordinator - Bank

Job Description:

JOB DESCRIPTION

Job Title: Patient Coordinator

Reports to: OPD Supervisor

Accountable to: Front of House Manager

Role Summary:

Under the general guidance of the Front of House Manager, the delegate will be responsible for all activities on any Reception Desk in any area of the hospital. Provide a link between Hospital, Patients, Consultant or other users. Coordinate patient registration, preparation of outpatient accounts, receipting payment for hospital services. To act and interact with patients, consultants, staff and visitors in a way that will create an experience in accordance with Bupa Cromwell Hospital’s Service Vision “Every Patient is a VIP”.

Role Responsibilities and Duties:

Undertake duties in accordance with departmental policies and procedures To be fully conversant in all areas of Reception; either Main Reception or other areas where patients are “arrived” in a department. Actively Meet and Greet patients and visitors in a warm, respectful, and courteous manner at all times, acting in a way that actively contributes to the promotion and improvement of the BUPA Cromwell Hospital brand and in line with the Bupa Cromwell Hospital’s Service Vision “Every Patient is a VIP”. Issue Medical Record Numbers, front sheets, labels, make up medical records and other administrative documents as required. Provide efficient and effective administrative support during our user’s clinics or tests, or procedures. Deal with letters of guarantee and liaise with insurance companies and Embassies as required. Respond to all enquiries regarding hospital facilities or re-direct enquires to the correct departments when needed. Deal with all Reception queries and complaints in a courteous and timely manner Ensure that all staff and Patients are fully aware of hospital charges, ascertaining methods of payment and calling the appropriate companies for guarantee letters or insurance as required according to departmental and hospital procedures. Action all requests from patients, doctors, and visitors to the hospital courteously, promptly and efficiently. Interview patients in a polite and friendly manner in order to obtain relevant information for registration purposes; updating patient details at each appointment; inputting all information accurately onto the computer system. Receive payment from all patients in respect of hospital services provided and maintain integrity of personal float. Ensure transactions are correctly recorded and receipted. Allocate cash to carriers or patients in accordance with billing agreements as required. Check, bill, and post daily all charges for Clinical or other areas as required. Raise cash or credit card refunds and obtain authorisation as required Implement manual procedures during computer downtime and transfer information when system is reinstated. Make follow-up bookings for patient after the appointment. Assist patient with booking further tests or consultations To be involved in ongoing training for all staff within the department Liaise and cooperate with other departments ensuring the smooth running of the Reception Desks. Cover additional Reception areas as requested by the Front of House Manager or delegate to ensure consistent service maintained Liaise regularly with the Front of House Manager and supervisory staff to review and implement procedures to improve the efficiency and effectiveness of the Reception Service Be responsible for the reporting of accidents, untoward occurrences or problems and record such incidences according to Hospital policy To be Responsible for the Health and Safety of all people who may be affected by the post holders acts or omissions at work and to be conversant with the Hospitals Health and Safety policies and procedures. Attend Fire Lectures and Fire Drills in accordance with the law and be fully aware of the position of fire alarms, emergency equipment and exits. To participate in the staff appraisal scheme in accordance with Hospital policy To use proper channels of communication for any problems or grievances related to work Handle minor complaints with immediate action and follow up To promote good relations with referring clinicians, other hospital departments and outside organisations to ensure that the reputation of the Department, Clinic and Hospital are upheld.

Clinic specific Responsibilities and Duties:

To provide basic secretarial support to the department; coordination of clinics schedule, assisting with filing, communication of tests results and filing the same with other notes or letters. To receive telephone messages and relevant queries. Send/receive faxed messages and relay promptly to doctor concerned. Provision of basic advice to guide patient toward the most appropriate consultation appointment, nursing or medical. To liaise with appropriate departments, i.e. pathology, radiology, medical records OPD and other To assist with general departmental duties, i.e. delivering of mail, maintain stationary supplies, supplying printer/photocopier with paper, locking cupboard etc. Reporting faults to appropriate department immediately.

INTEGRATED GOVERNANCE

·Understand implications of Integrated Governance and adhere to hospital governance policies including the reporting of incidences, near misses.

• Ensure compliance to standards in respect of all legislative requirements, including but not limited to CQC, SHE, DSE, Fire, COSHH, BLS, Manual Handling, Safeguarding Children & Adults, Information Security and Infection Control.

·Maintain safe working practices and adhere to clinical risk management policy and recommendations.

·Proactively assist in audit and quality assurance programmes.

• Adopt the correct administrative procedures when dealing with complaints from patients/relatives following set policies and procedures.

PEOPLE

·Ensure effective communication to patients and colleagues.

• Ensure attendance and completion of all mandatory study days.

• Share knowledge, skills and experience and work collaboratively with colleagues.

Health Clearance

Applicants must complete a medical questionnaire and return it to the Hospital’s Occupational Health Providers.

Health & Safety

Work closely with the Health & Safety Advisor on all matters related to Health & Safety.

Be aware of, and conversant with, the Health and Safety at Work Act and comply with the regulations set down to ensure safety to patients, visitors and colleagues.

Record all accidents and untoward occurrences according to Hospital policy.

Attend fire lectures and fire drills in accordance with the law and to be fully aware of the position of fire alarms, emergency equipment and exits.

Attend all mandatory training as required.

Infection Control

Infection prevention and control is an essential aspect of patient care. All post holders have a personal obligation to act to reduce Healthcare Associated Infections (HCAIs). They must attend mandatory training in infection prevention and control and be compliant with all measures required by the Hospital to reduce HCAIs. Post holders must be familiar with the Hospital’s Infection Control Policies, including those that apply to their duties, such as the Hand Hygiene Policy, the Uniform Policy and Personal Protective Clothing Policy. Post holders who have clinical responsibilities must incorporate into their clinical activities up-to-date evidence that supports safe infection control practices and procedures, for example the use of aseptic techniques and the safe disposal of sharps.

Confidentiality and Disclosure of Information

In the course of your normal work, you will come into possession of confidential information concerning patients, the Bupa Cromwell Hospital and it staff. This information should be treated confidentially and in accordance with the Bupa Cromwell Hospital’s policy and the Data Protection Act (1998) and European Union regulations.

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