Patient Services Co-ordinator

• This role is accountable for being the first point of contact for patients and service users providing an in-depth knowledge of outpatient and diagnostic scheduling procedures. In addition, this role will liaise closely with the referrer and MIP clinical & non-clinical teams to ensure patients receive timely and appropriate appointments according to their request and care pathway.
• Within the team, the role includes scheduling functions, general administrative support and telephone cover as well offsite reception cover.

• Acting as the first point of contact for all patient enquiries to MIP.
• On receipt of all new referrals ensuring that the vetting process has been followed in line with departmental guidelines.
• Be responsible for the scheduling of outpatient and all associated appointments according to clinical urgency and length of wait in accordance with MIP Policies and Procedures, escalating any exceptions.
• Liaising with patients to ensure that a mutually convenient date and time is agreed, including urgent referrals.
• Ensuring that patients are appropriately reminded of their appointments.
• Ensuring that departmental standards are met for patients receiving notification or acknowledgement of their visit.
• Providing a courteous and efficient point of contact for patients both face to face and over the telephone.
• Ensuring that each patient is treated as an individual and their individual needs are met (i.e. appropriate support is in place for their appointment, such as interpreting support).
• Providing a welcoming and efficient reception service and to put patients at their ease as required.
• Ensuring that patients and visitors are well informed and that messages are communicated promptly.
• Liaising with the medical, nursing and health professional staff as required to ensure efficient use of all clinics.
• Responding to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leader or Line Manager and helping if an issue needs further investigation.
• To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
• In conjunction with the Team, reviewing cancelled or patients on hold, ensuring appropriate action is taken.
• To understand the scheduling and admin procedures across all modalities and contracts.
• Ensuring that any telephone, e-mail, or written queries are responded to within the appropriate timeframe and escalated if necessary.
• Ensuring patient cancellations and changes are recorded appropriately on all relevant MIP and external systems.
• Ensuring that referrals which need manually uploading to MIP systems are added within the set timescales.
• Forwarding clinical reports and notifying critical findings to referrers, within the set timeframes.

• Excellent Communication skills.
• Good IT skills.
• Flexible approach.
• Good organisation skills.

• Previous healthcare experience would be desirable.
• Previous experience of dealing with telephone customers, desirable.

• Problem-solving, critical thinking.
• Time management.
• Adaptability, creativity.

• Referral Centre Team Leader.

• Our team is experienced in the provision of all aspects of a high-quality diagnostic scanning service. They are here to help patients every step of the way, making sure their scan is as comfortable and effective as possible.

Medical Imaging Partnership Ltd