Job Description

You will be working closely with consultants and their secretaries, colleagues within the department and other divisions within the Trust, outside agencies and Embassies, always ensuring that the best customer experience is delivered to all parties. Excellent customer service is a must and some understanding of medical terminology is essential. You will have good communication skills, including a professional and courteous telephone manner, good written communication, and the ability to multi-task.
The organization is committed to developing its staff and is able to provide the right candidate with excellent development opportunities. You will have experience of working in a healthcare or similar setting and have the ability to interact and build positive working relationships.
Being an effective communicator and highly organized in your approach, you will be able to provide dynamic and appropriate support as required in a busy environment, whist ensuring our patients have a positive experience within the Trust. Our Referral Hub department is open from 8-6 Mon-Friday.

• To provide a comprehensive and efficient private referral service for patients, referrers and consultants
• To work as part of the Private Referral Hub to provide the best possible customer service for patients, consultants and colleagues.
• To ensure that private referrals are processed and booked with a private consultant in line with policies and procedures. This requires both timely and accurate input of data onto electronic and paper systems as required.
• To respond to and deal with a variety of often complex private patient enquiries/requests in a timely manner, whether by telephone, email and/or Live Chat service, ensuring that all enquiries are resolved professionally and with a high level of customer service.
• To work on a rotational basis covering the Private Referral Hub telephones, email inboxes, Live Web Chat service and processing referrals alongside managing patient enquiries.
• To contribute to the planning and implementation of change within the Private Referral Hub.

You can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part-time or job share.

General Responsibilities

• To telephone/email patients/referrers and private consultants/secretaries in accordance with policies and procedures to offer admission and appointment dates within timeframes identified by the Trust.
• To demonstrate a high standard of customer care by being courteous and helpful at all times to patients, referrers, and colleagues face to face, via email and on the telephone
• To liaise with medical, nursing and administrative staff as well as General Practitioners where required, seeking guidance and advice as necessary.
• To ensure that the departmental telephones are answered and calls dealt with, or passed on to the appropriate member of staff, in a professional and timely manner
• To work on a rotational basis covering Private Referral Hub telephones, email inboxes and Live Web Chat, dealing with all referrals and patient enquiries
• To work closely with other departments within Private Patients, including outpatient coordinators, inpatient coordinators, radiology, private maternity and private pediatrics
• To ensure that any relevant clinical information received regarding patient appointment/admissions is passed on to clinical staff in a timely manner.
• To work as a member of the Private Referral Hub team and participate in the induction and training of new staff as required.
• To ensure all referrals received by the Private Referral Hub are logged and processed in a timely manner.
• To select appropriate consultants for referrals based on agreed criteria.
• Maintain and update referral logs
• To ensure initial appointments are processed for the Imperial sites, ensuring that consultants, patients, referrers and private outpatient departments are made aware.
• Process and allocate completed international referrals to the International Private Patient Team
• Maintain effective communication channels with all members of the multi-disciplinary team when reviewing detailed medical information
• Liaise with private medical secretary’s regarding consultant availability/site/room bookings
• Liaise with site outpatient departments regarding Consultant room bookings
• To be responsible for obtaining the initial Letter of Guarantee for all embassy referrals through the referral hub
• To manage all finance enquiries through the department, directing to the relevant site’s IPH Finance department
• To ensure the required payment method is determined when organizing outpatient appointments
• Ensure all enquires to the department are dealt with politely, courteously, promptly and professionally
• Working with the information department and the line manager to ensure that referrals, quotes, enquiries are actioned by relevant parties within the specified time limits
• Auditing of Trust quality standards as requested and with regards to any part of the service which may be necessary
• Use initiative and work without direct supervision, as well as to use relevant information technology to facilitate the performance of tasks.
• Participate in annual appraisals and performance reviews. Identify personal development needs.
• Attend training and development as required.
• Help provide cover for the other departmental administrators during busy periods, sickness and annual leave and where there is an imbalance of workload.
• To act as part of the wider multidisciplinary team, including clinicians, nurses, therapists and other clerical and professional staff.
• Understand and adhere to all Trust policies, guidelines and procedures.
• To maintain a neat and tidy personal appearance including the wearing of uniform provided and name badges at all times.
• Support Imperial private healthcare and the Trust in providing the best experience possible for each of our patients.
• To maintain confidentiality in respect of information obtained at all times.

Required Knowledge, Skills, and Abilities