Key responsibilities of the Patient Co-Ordinator will be to be greet patients on their arrival professionally. It is vital that the post holder has excellent customer service and communication skills and can work in an organised manner under pressure, with minimal supervision. The post holder will be required to undertake a range of tasks, whilst providing a responsive and friendly service that supports patients through the unit.
Main Responsibilities & Key Duties
• Responding pro-actively to queries from patients and carers over the telephone and face to face
• To maintain high standards of customer service at all times, responding sensitively to patients who are emotional and/or distressed.
• To use communication skills including empathy, tact and reassurance.
• Booking and rescheduling appointments using the in-house system
• General admin duties such as making patient files, filing notes, maintaining and updating internal databases.
• For those requiring transport, determine the most appropriate form of transport and book the journey for the patient using electronic or manual systems.
• To be responsible for the accurate input of confidential patient information onto manual and computer systems
• To attend group meetings and participate in the updating of operational policies and procedures relating as and when required
• To assist with the accurate and timely production of detailed and complicated statistical information as and when required
• To maintain a robust approach to data quality and patient confidentiality.
Complaints and Incidents
• De-escalate any verbal complaints in a caring, supportive manner, being mindful of other patient’s needs.
• Escalate verbal complaints to the Hospital Manager for advice, guidance and action, in order to improve communication and reduce patient dissatisfaction or the need for written complaints
• Facilitate a ‘Black Box Thinking’ approach and culture towards reporting of incidents.
• Escalate incidents, such as Near Misses/SUI/SIs to the Hospital Manager for advice, and guidance
• Implementing changes to practice, and lessons learnt to the whole unit team.
The role will involve general administrative duties that support the above activities.
• To identify ways of continued quality improvement.
• Improve service quality by evaluating systems and devising new processes as appropriate.
• Regularly attend team and other meetings as appropriate, contributing positively to discussions and debates and participating in shared decision making.
• Ensure effective communication including the dissemination of information accurately and timely to support effective team working.
• Act at all times as an ambassador for the organisation and maintain positive and effective communication both internally and externally in representing the service offered by CHEC.
• Produce clear, legible and consistent written documentation.
Sorry. This position closed 15/11/2020