Medical Patient Service Administrator

Job Title: Medical Patient Services Administrator Location: Ludhiana/Mohali (Work from Office) Shift Timing: Rotational shift & Rotational working days Main Duties and Responsibilities Ø To represent Medical in a professional manner at all times. Ø To manage all patient correspondence regarding appointments and general enquiries Ø 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 Pathway Ø 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 timeframe Ø 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 Quality Ø 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 trail Ø To maintain good data quality at all times supporting the correction of data errors as directed by a manager. Code of Conduct Ø 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 objectives Ø 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 Required Ø Good IT skills using email, word and excel as a minimum. Ø Excellent customer service skills Ø Knowledge of simple medical terminology and medication Ø Ability to work under pressure and be adaptable to quick change Desirable Skills Ø Experience working in a medical environment. Ø Experience of working in a Medical Cannabis Clinic Show more Show less