Job Title: Patient Services Executive - ED
Reports to: Patient Service Manager
Date: 2025
Note: This is a 33-hour week worked over 3 long days.
Overall Purpose of Job
Our mission is to provide exceptional patient care in an environment where quality, respect, caring, and compassion are central to all we do. The role involves assisting the team lead in daily operations, ensuring a welcoming and professional environment for patients and visitors, and maintaining high-quality service standards.
Key Responsibilities and Deliverables
1. Oversee daily departmental operations with the Team Lead/PS Manager, providing guidance and support, and acting as the first escalation point.
2. Create and maintain a motivating work environment by leading by example.
3. Promptly escalate any issues or deviations from performance targets to the Team Lead.
4. Assist in training and mentoring team members.
5. Undertake additional duties or projects as assigned throughout the year.
Essential Duties
* Provide courteous and professional phone and email responses, answering queries promptly and appropriately rerouting calls.
* Report data protection breaches to the Patient Services Manager and assist in addressing issues.
* Assist in handling and recording complaints related to the service, resolving them locally where possible.
Service Delivery
* Ensure the team effectively greets and attends to patients and visitors.
* Answer all calls courteously and professionally.
* Ensure patient registration and scheduling comply with hospital policies.
* Maintain knowledge of current fee structures and validation websites to assist the team.
* Use call management systems accurately and keep resources up to date.
* Maintain a clean and organized work environment.
* Admit patients when necessary.
* Leverage IT developments for improved patient care and administration.
* Support a positive attitude and teamwork.
Service Management
* Deliver a customer-centered service emphasizing quality, respect, caring, and compassion.
* Ensure accurate communication and understanding of daily operations within the team.
* Proactively report issues related to IT, facilities, or cleanliness.
* Manage patient data in compliance with GDPR, reporting breaches as necessary.
* Collaborate with Patient Accounts to improve fee collection and obtain signatures.
* Champion service improvements and initiatives.
Personal and Professional Responsibilities
* Adhere to the hospital's mission and vision.
* Maintain patient confidentiality and comply with policies and regulations.
* Possess excellent communication, computer, and organizational skills.
* Build strong teamwork and relationships across the organization.
* Participate in training and development, demonstrating adaptability and flexibility.
Confidentiality
Maintain confidentiality of hospital and patient information, discussing work-related matters only within the hospital or as required by your role. Be adaptable to the changing healthcare environment, continuously updating your skills and knowledge.
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