Patient Services Scheduling Agent - Panel Positions
Beacon Hospital
- Dublin
- Permanent
- Full-time
- 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 1st time where possible and re-routing calls appropriately.
- Report any breaches of data protection to the Patient Services Manager and assist 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.
- Answer calls in a courteous and professional manner, answering queries where possible and re-routing calls to the appropriate people as required.
- Advise patients on any charges to be paid and take payment for same.
- Take and deliver accurate phone messages.
- Provide a customer focused service at all times.
- Use 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.
- Assist in dealing with and recording complaints in an effective and courteous manner. Ensure patient services manager is made aware.
- 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 your colleagues and manager in delivering the best service to patients and visitors.
- Maintain a neat and tidy work area.
- Ensure the service delivers a customer centred service where quality, respect, caring and compassion are paramount.
- Ensure the service communicates accurately with patients.
- Ensure communication with consultants / secretaries in utilisation of patient appointments
- Close monitoring of consultant/ testing timetables and planning in advance of schedules. liaising with FOH Team lead and clinical technicians.
- Ensure accurate data entry when scheduling appointments using correct resource and available slots.
- Be proactive in identifying and reporting issues relating to IT, fixtures & fittings or cleanliness.
- Ensure the admin service for the various areas manage patient data in accordance with the requirements of GDPR. Report any breaches of data protection to the Team Lead.
- Act as a champion and change driver for service not limited to business office improvement initiatives.
- 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
- Have excellent time management skills and ability to multi-task and prioritize work
- Have excellent personal presentation and interpersonal skills
- Build collaborative relationships through strong teamwork across the organization
- Assists in the training and development of new employees. Open to new learning opportunities; adaptable to change.
- Be flexible and reliable. Hours of work will on occasion be subject to change.
- Focussed on continuous service improvement.
- Leaving Certificate or equivalent.
- Minimum 2 years of experience in customer service roles.
- Supervisory experience required.
- Computer literacy, including experience using MS Excel & Word
- Previous experience in a healthcare setting is desirable.
- Ability to communicate effectively and courteously with a wide range of individuals including: patients; referrers; Consultants; clinical & non-clinical hospital staff; health insurance staff.
- Ability to motivate and support a small team working in a busy environment
- Ability to work consistently and accurately with processes and procedures
- Exhibits ability to work as member of a team in daily performance of duties.
- Have a high capacity for responsibility and individual initiative
- Have strong organisational and decision-making skills
- Demonstrate ability to write clear and concise English.