Patient Services Manager

Japan Green Medical Centre is leading Japanese Private Clinic based in London offering primary healthcare services for both adults and children.

We are looking for a dedicated, enthusiastic administration manager to join us and head up our Patient Liaison Team.

Job summary:

Working closely with the Practice Managers, Department heads and Management Patient Services Manager will be responsible for the efficient management of Patient Liaison, ensuring all duties are performed effectively, safely and to a high standard.

Within this role the Patient Services Manager will focus on the patient experience, from their welcome at reception, the waiting room environment, access to appointments and services, to the overall care and consideration shown. The Patient Services Manager will contribute to improving current systems and processes, and take an active role in improving service provision to the patients by liaising with wider team members within the Practice.

Job Description

Duties and responsibilities include:

Oversee the day-to-day management of patient liaison work

Ensure service are accessible

Maintain appointment system

Maintenance of Confidentiality within Practice area

Work with the Practice to aid achievement of targets by providing administrative support both individually and by development of the patient liaison team.

Analise and interpret patient account data and facilitate payments

Perform crisis intervention duties with a view to facilitate resolutions

Implement policies and procedures with regards to patient services in the practice developing locally appropriate protocols

Improve and maintain high standards of patient service especially in the area of positive, consistent and cohesive communication

Provide patients and families with information on services, procedures and protocols

Respond to patients complaints regarding services and ensure that concerns are handled properly

Provide feedback to patients and families regarding their concerns and complaints

Work towards ensuring quality and value for money for patients

Ensure that JGMCs policies with regards to patient service are adopted within the site, review these procedures and adapt as appropriate to meet the needs of the patients

Ensure that patient satisfaction is maintained at every opportunity and prove opportunities for regular feedback including the implementation of patient surveys

Identify recruitment needs and develop plans to ensure the service is appropriately resourced

Evaluate, organise and oversee staff induction and training and ensure that all staff in the department is adequately trained to fulfil their role and that their continuing development is achieved

Be routinely involved in a range of human resources/staff management duties

Ensure data is entered in an efficient effective and accurate manner enabling the Practice to meet targets

Effect change within the clinic system to ensure that patient experience is enhanced

Suggest improvements to present clinic system in a bid to make the system more workable

Ensure security of data information in accordance with the Data Protection Act, the JGMCs policies and procedures and other relevant legislation. To be security aware and to report any information Security Incidents promptly

Respect at all times the confidentiality of information covering patients, staff and volunteers

Person Specification

Qualifications, skills and abilities:

Essential

Excellent verbal and written communication skills

Patient-focused

Excellent organising and prioritising skills

Ability to deal with people tactfully and empathetically

Ability to understand complex issues, problem solve and to develop practical workable solutions

Ability to use own judgement, resourcefulness and common sense

Teamworking skills and ability to collaborate effectively with others

Ability to work to scheduled timelines, prioritise workload and manage the team

Flexible with ability to multi-task

Ability to remain calm under pressure, exhibiting resilience

Awareness of need for discretion, sensitivity and strict confidentiality

Fluent in Japanese language

Desirable

Experience in working for health care sector

Qualification in health and social care or equivalent

Hours:

40 hours per week. Monday to Friday 09.00 to 18.00, weekends as required

You are entitled to take a weekday off where you are required to work on a weekend.

Location:

City clinic (EC2N)/Acton clinic (W3), London

Benefits:

We offer a range of employee benefits including private medical insurance, pension, sick pay and more.

Note:

Please note that the successful applicant will be subject to pre-employment checks including Disclosure and Barring Service check, 2 satisfactory references and right to work check.

Japan Green Medical Centre has right to close this vacancy at any point during the advertising period.

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