Job Description

We are seeking to appoint an exceptional individual with administrative skills and the ability to manage our busy reception area and phone lines. You will need to greet the patients on arrival, check them into clinic, and manage phone calls from patients, nurses, clinicians, other referral sources as well as patient enquiries. The role is challenging as the pace can change from one hour to the next, however we have a great team here who will support you as best we can.
A successful applicant will be flexible, a team player, enthusiastic, passionate about women’s health and keen to develop, with excellent communication skills to our private and patients. This is in addition to a good knowledge of IT programmes such Microsoft Excel and Word.

• To provide a warm welcome to patients, consultants, medical staff and visitors to the department.
• To provide a comprehensive and quality administration service to the designated department and manage and priorities their workload liaising closely with the other administration staff and management in the Department.
• Provide administrative support to the wider multidisciplinary team, including Consultants, nursing, embryology and doctors
• To assist in providing medical staff with an excellent outpatient service in order to maintain and increase existing business and encourage new business.
• To ensure private and self-funder patient billing is recorded accurately.
• Identify if payment is needed from patients prior to co-ordination or scan appointments booking or attendance where the appointment is chargeable.
• Generate weekly billing reports and update the appropriate spreadsheets
• Update billing, taking payments and processing refunds
• Communicating with Embryology and the Imperial Private Healthcare Credit Control regarding annual storage fee chasing and updating.
• Working with the Finance Coordinator to ensure egg donation and surrogacy and payments are taken correctly.
• Greet patients and visitors to the unit in a professional and friendly manner and in accordance with the division and Trust policy and training provided.
• Book follow-up, scan, co-ordination, test appointments where required.
• Ensure patients are checked in and out so the appointment attendance is recorded
• Handle all paperwork associated with reception duties including before, during and after clinic.
• Ensure reception is neat and tidy.
• Ensure prescriptions are safely stored at reception for collection
• Ensure the patient waiting area is correctly set up.
• Maintain accurate filing systems in accordance our policy.
• Ensure phone lines are answered according.
• Ensure all appointments are booked per the patient’s protocol
• Ensure correct paperwork and information is sent ahead of patient’s appointments.
• To telephone and email patients to remind them of their appointment time/ date.
• Provide verbal support for patients / careers via face-to-face contact and over the phone.
• Handle sensitive issues with tact and diplomacy and direct queries to the clinical team where appropriate.
• Answer allocated telephone line and respond to calls from patients or internal team and deal with queries promptly and efficiently.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities. We encourage staff to have the Covid vaccination to protect themselves, patients, other colleagues as well as the wider community.  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.

Required Knowledge, Skills, and Abilities