Patient Support Officer at Alan & Grant

Duties and Responsibilities

• Welcoming personal callers to the facility (patients, patient’s relations and friends, contractors, visitors etc) in a warm, welcoming and professional manner standing up to greet them immediately and responsively.
• Receiving telephone callers, answering the telephone within 5 rings, giving the appropriate corporate response including the PSO’s name and dealing politely, professionally and effectively with the call.
• Operating the appointment booking system - ensuring that patient’s are aware of booking options and encouraging them to book ahead wherever possible.
• Confirming clinic attendances with external consultants and providing reminders to their patients of clinic appointments
• Supervising control room operations during the night, making telephone access appropriately available to facility staff and directing callers to the appropriate colleague
• Producing and distributing appointment lists for clinical colleagues
• Providing regular updates to waiting patients on progress to being seen by a clinician
• Verifying with insurance companies that the required level of cover is available to enable patients to access treatment
• Registering new patients and liaising with billing officers, medical records and OPD staff to ensure that this is done as swiftly and professionally as possible
• Acting as an intermediary between the patient and other hospital colleagues to provide patient centred solutions

Experience, Qualification and Required Skills

• Applicants should have a minimum of 2 years’ experience dealing with demanding customers in a high pressure environment
• Minimum of B.SC/HND in any field
• Good knowledge of appointment systems
• Ability to communicate with all people at all levels
• Able to use a range of approaches to produce solutions for patients and care givers
• Empathy for patients problems, trying to deliver a quality service and create a positive first impression
• Has or can develop required technical competencies to operating appointment and booking systems
• Sufficiently confident to operate competently without an ongoing need for close supervision