Patient Services Executive - Front of House (29 Hour / 4 Day week)
Dublin, County Dublin, Ireland
Company: Bitrecruit | Client / Employer: Occupop
Key Responsibilities and Deliverables
Work with Team Lead/PS Manager to oversee the day to day operations of the areas, including guidance and task management.
Act as first point of escalation to support the teams.
Create and maintain a high‑quality work environment, leading by example so team members are motivated to perform at their highest level.
Ensure any departmental or team member issues or variation from performance targets are escalated promptly to the Team Lead.
Assist Team Lead in training and mentoring team members.
Undertake additional duties/projects throughout the year.
Become a Meditech superuser.
Ensure the service provides a courteous and professional phone service by answering calls/emails promptly, answering queries first time where possible and re‑routing calls appropriately.
Report any breaches of data protection to the Patient Services Manager and assist the lead to ensure staff are entering QM's on the issues.
Assist Lead or PS Manager on answering and recording complaints relating to the service, dealing with them locally where possible.
Service Delivery
Ensure the team meets, greets and attends to the needs of all patients and visitors to the hospital.
Ensure all calls are answered in a courteous and professional manner.
Ensure that all patients registered/scheduled on the hospital information system are done in accordance with our JCI policy.
Ensure teams understand current fee structure for all tests.
Become proficient in all validation websites and be able to assist the team with queries around them.
Ensure the team uses the call management system to record relevant call summaries in line with departmental policy.
Maintain the directory and other resources to ensure accurate dispensing of information.
Ensure areas are neat and have a tidy work area.
Admit patients when required.
Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
Demonstrate a positive attitude that is supportive of colleagues and manager in delivering the best service to patients and visitors.
Service Management
Ensure the service delivers a customer‑centred service where quality, respect, caring and compassion are paramount.
Ensure the service communicates accurately with customers by ensuring staff are familiar with the day's business within the area they are assigned to.
Be proactive in identifying and reporting issues relating to IT, fixtures & fittings or cleanliness.
Ensure the admin service for the various areas manages patient data in accordance with the requirements of GDPR.
Report any breaches of data protection to the Team Lead.
Work with Patient Accounts on continuous improvement regarding fee collection and missing signatures.
Act as a champion and change driver for service, not limited to business office improvement initiatives.
Personal and Professional Responsibilities
Adhere to the Hospital's mission and vision.
Maintain patient confidentiality, including authorisation of the release of medical information.
Abide by Hospital policies and all regulatory requirements, including mandatory training.
Have excellent customer care and communication skills, both written and verbal.
Have excellent knowledge of computers and Microsoft Windows software and keyboard skills – ECDL required or equivalent.
Have excellent time‑management skills and ability to multi‑task and prioritise work.
Have excellent personal presentation and interpersonal skills.
Build collaborative relationships through strong teamwork across the organisation.
Assist in the training and development of new employees.
Be open to new learning opportunities and adaptable to change.
Be flexible and reliable.
Hours of work may on occasion be subject to change.
Focus on continuous service improvement.
Respect the confidential nature of hospital work and the right of patients to confidentiality; do not discuss hospital workings or patient information with people outside the hospital, except as required to do so in the course of your work.
Maintain and enhance professional knowledge, skills and aptitudes necessary to respond to changing situations, recognising that the speed of change in health‑care delivery demands adaptability.
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