▷ (Apply in 3 Minutes) Private Patient Coordinator

We are looking for a Private Patient Coordinator to join our Northampton site. This will be 40 hours over 5 days per week, including weekends on a rota basis (delete if not applicable).

As Private Patient Coordinator, your role will be to ensure that all of our private patients have a fantastic experience throughout their journey with us, from first contact to the end of their treatment pathway.

Main duties of the job

The Private Patient Coordinator role will include meeting and greeting them on the day of their appointments and treatments. We aim to offer our private patients a truly personalised service and this role is key to ensuring that they feel supported by someone they know and trust.

You will be the central point of contact for all telephone queries in regard to private patients and also for ensuring all initial enquiries and referrals are dealt with within the required KPIs. You will also undertake general administrative tasks.

Our clinics are busy so we/'re looking for someone who can manage a busy and varied workload. We are looking for someone who is incredibly customer focused, with the ability to provide a first class service to patients. The thought of eye surgery can be a daunting prospect for patients to deal with, so you will need to have an empathetic approach and be able to put others at ease.

About us

Who are we?

Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We aim to change lives through better sight and eye health.We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We are thrilled to say that following independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work for the second year running. This is a global benchmark that recognises employers who provide an outstanding employee experience.

Job responsibilities

KEY RESPONSIBILITIES

You will be a named point of contact forprivate patients, and you will support them at all times during their journeywith us, including during their time in clinic for appointments andtreatment/surgery

Ensuring patient completion of lifestylequestionnaire to support delivery of personalised care

Meet and greet private patients on the day oftheir appointments and treatment/surgery

You will be trained to be an effectivecommunicator and gain confidence in talking to patients about their premiumlens choices and associated pricing.

Be the link between the patient and theconsultant, ensuring all relevant information is shared to support the patientscare and experience.

Reminder calls to patients before theirappointment is due to confirm and to see if they have any questions/concerns sothey can be addressed.

Completion of post-op calls day aftertreatment/surgery to check in on patients.

Managing and dealing with private enquiriesfrom patients and referrers and action within set KPIs.

Coordinate the daily, weekly and monthlyprivate clinic schedules.

Book follow-up appointments onto appropriateclinics.

Managing the accuracy of all patient dataincluding liaising with GP surgeries, clinics and patients and ensuring thatNewmedicas electronic patient record is up-to-date.

To book patient appointments, ensuring thatthe patients needs are met.

To produce invoices relevant to the Patientstreatment.

Take payment of the invoice.

Work with the Private Medical InsuranceCompanies to ensure smooth transactions.

Ensure that all clinic correspondence is sentout in a timely manner.

In the absence of private demand, support allother NHS administrative duties within the service as directed by the LeadershipTeam.

Maintaining a positive relationship withinternal and external staff at every interaction.

Maintain a committed approach to continuedprofessional development and clinical governance, including participating inappraisal process, clinical audits and research as required.

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

Ensure all queries, voicemails or messages areactioned and responded to in a timely manner.

To develop knowledge and understanding ofpremium lenses and private medical insurance mechanisms.

You will berequired to be on-call on a rotational basis (including weekends). Thisinvolves managing the Out of Hours Patient Support line and assisting patientswho have recently had surgery with their queries and concerns, which comes withadditional remuneration.

Person Specification

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 own initiative, as well as working well within a team.
- Enjoys 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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£25,396.80 a yearRising to RLW following successful probation.

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