Medical Patient Service Administrator

Job Description

Job Title: Medical Patient Services Administrator Location: Mohali (Work from Office)Shift Timing: Rotational shift & Rotational working daysMain Duties and ResponsibilitiesØ To represent Medical in a professional manner at all times.Ø To manage all patient correspondence regarding appointments and general enquiriesØ To provide the highest levels of Customer Service to patients, colleagues, and external partners at all times. To support and provide cover for colleagues as directed. The Patient PathwayØ To receive and process registration requests via email within the response timeframe.Ø To ensure all patients care containing clear details of the requirements of the next step on their pathway is responded to in tasks or emails within the response timeframe.Ø To monitor and book patients emails and tasks with priority order highlighting shortages of capacity to the manager within the response timeframe.Ø To use a range of technology (e.g. phone, e-mail, text,) to contact and offer patients a choice of new and follow up appointment times and dates within the response timeframeØ To confirm the details of any appointments and associated special requirements with the patient using the available technology (letter, e-mail, text)Ø To request any information required for the patient’s appointment from other providers as and when required in line with the company policy to not delay patient care.Ø To cancel and where appropriate rebook appointments at the patient’s instruction, balancing patient wishes and seeking advice from a manager as and when required.Ø To liase with Pharmacy when required regarding medication queries Data QualityØ To cancel and rebook clinics where appropriate at the direction a manager.Ø To update and maintain accurate demographic details for all patients at each interaction.Ø To accurately record all interactions with patients within The Clinical Platform ensuring a full audit trailØ To maintain good data quality at all times supporting the correction of data errors as directed by a manager. Code of ConductØ To support a culture of continuous service improvement, offering ideas and potential solutions for operational issues that arise.Ø To support the trial of new technology and ways of working designed to improve the patient experience.Ø To fully comply with all Medical policies, procedures, and guidelines.Ø To maintain patient confidentiality at all times in accordance with ‘Confidentiality – Staff Code of Conduct’Ø To undertake departmental training, mandatory training, and personal development in support of maintaining up to date operational knowledge and personal objectivesØ To maintain 100% compliance with your mandatory training requirements at all times.Ø To support managers by demonstrating operational tasks to new staff as part of induction or refresher training. Essential Skills RequiredØ Good IT skills using email, word and excel as a minimum.Ø Excellent customer service skillsØ Knowledge of simple medical terminology and medicationØ Ability to work under pressure and be adaptable to quick changeDesirable SkillsØ Experience working in a medical environment.