Flame Health Optical Sales Jobs – Patient Services Manager Vacancy In central London

Patient Services Manager - Central London
Salary up to £45,000!
Flame Health Optical Sales are currently looking for a Patient Services Manager to join our client in the central London area for our client who is a company that operates six private eye hospitals across the UK, as well as locations in Germany, the Czech Republic and Poland.
Our client is committed to the development of eye sciences and championing the latest innovations in vision correction through its dedicated Eye Sciences Division. The company achieves this by partnering with leading UK universities in the research and development of the next generation of ophthalmic services and technologies.   In addition, its Professional Partnership Programme of education and development with optometrists and opticians ensures the very best medical treatments are available to all.
The position is an average of 37.5 hours each week, scheduled on a rota basis.  The majority of the hours will be worked will be between 8am and 6pm, Monday to Saturday but there is a requirement for flexibility to work outside these hours including some evening work.
As the Patient Services Manager you will lead, direct and motivate the patient services team with particular attention to how patient service is delivered throughout the patient experience, ensuring that there is an emphasis on excellence.  You will be reporting to the Hospital Director whilst also working closely with the clinical team to ensure a smooth journey in respect of both care and administration.
You will ensure:

• Effective day to day management of the patient services team in the hospital
• The patient services team meet all agreed deliverables, turn round targets and KPIs.
• Efficient channels of communication between the patient services team, clinical team, Consultants / Surgeons and the Hospital Director
• Efficient utilisation of staff (through use of rotas, bank workers or agency staff) for patient liaison, phones, secretarial support to all Consultants / Surgeons, patient and PMI billing and accounts
• Adherence to the guidelines of the Care Quality Commission (CQC) and other regulators in all administrative aspects of the hospital
• Identification of any areas of the patient’s journey in relation to patient satisfaction and services that can be improved and put in place appropriate measures to address

Previous experience

• Worked in a high quality customer service environment e.g. hospitality, travel and leisure
• Supervisory/people management experience including appraisals and goal setting
• Change management

Operational Support
You will promote a sensitive and caring approach to all patients, visitors and colleagues within the hospital environment and ensure maximum efficiency, utilisation and seamless delivery of support to Consultants / Surgeons.
Patient Service Manager responsibilities:

• Hold accountability for delivery of high quality patient care throughout each patient’s visit to the hospital and to promote a sensitive and caring approach to all visitors and colleagues.  This will include an understanding of exceptional service requirements of VIP/HNW individuals and excelling in the delivery of such requirements
• Work closely with the Business Development Manager in respect of all referrals into the hospital, though with a particular focus on Embassy contacts
• Ensure optimal use of all patient services staff including staff rotas and, where necessary, arranging for temporary cover or filling in as cover in the short term
• Ensure maximum efficiency, utilisation and seamless delivery of administrative support to Consultants / Surgeons and the Hospital Director
• Coach the patient services team provide exemplary standards of patient care
• Lead, develop and mentor the patient services team including orientation/induction of new staff, undertaking regular appraisals and supporting them to achieve their full potential
• Assist in identifying, arranging, and/or delivering non-clinical training requirements for team members
• Responsibility for, and co-ordination of, regular patient services team meetings.
• To work with the Hospital Director and Clinical Services Manager to review and assess clinical and administrative effectiveness, identifying areas for improvement, development plans and alternative strategies to achieve a positive result
• To be responsible for the day to day management of any NHS contracts, including invoicing and mandatory returns as outlined within the agreement
• To develop a close working relationship with all Consultants / Surgeons and any affiliated secretaries or other staff working for them at other hospitals.
• Management of Consultants / Surgeons / Anaesthetists Invoices raised against the client

In addition to managerial responsibilities, the job holder is expected to actively participate in the patient liaison team, seeing patients who come to the hospital for consultation.  The duties of the team members are therefore also included within the remit of the manager and are as follows:

• Talking patients through their options, agreeing the next stages with the patient and booking surgery dates / taking payment for procedures where necessary
• Where a patient has left the hospital without making a decision, the TAI (thinking about it) procedure will be followed
• Ensuring that all patient invoice documentation exists and is correct before enacting payment by checking and keying all surgical submissions with authorisation codes and controlling all subsequent payments
• Credit control
• To manage and deal with the relationships between patients and Consultants / Surgeons / Optometrists to ensure the patient has all the required information to reach an informed decision
• Assisting patients with PMI queries
• Setting up Consultants / Surgeons appointment schedules on the system
• Knowledge of finance options and processing of these
• Delivery of excellent customer service to achieve consistently high levels of patient satisfaction
• Communicating effectively and empathetically with all patients, colleagues and external contacts
• Sharing best practice skills with all colleagues
• Ensuring that patient feedback is received from the patient after the patients first visit and then at each relevant stage such as surgery and follow up

To apply or for more information contact Flame Health Freephone on 0800 085 0858 or if calling from a mobile on 01158 114488 alternatively email [email protected]