Patient Co-Ordinator
Summary of Role
The key objective of the role of the Patient Co Coordinator is to operate as a key part of the multidisciplinary Sims IVF/Rotunda IVF Clinic team to provide excellent patient care and service for all individuals and couples embarking on their fertility journey with Sims IVF/Rotunda IVF.
The Patient Coordinator is a key point of contact for all Sims IVF/Rotunda IVF patients/clients and as such acts an ambassador for the Sims Group. The role holder is responsible for optimising patient satisfaction through the efficient operation of Patient Co- Ordinator administrative functions at Sims IVF/Rotunda IVF.
The following key attributes should be demonstrated:
• Active Listening
• Good Verbal and Non-verbal communication
• Respect and Empathy
• Friendliness
• Clarity and accuracy
Reports to: Sims IVF/Rotunda IVF Administration Manager
Educational / Professional Experience
Education: Leaving Certificate or equivalent
Relevant Experience: Experience working with clients/patients in the private sector, ideally having held an administrator role in the medical sector 2 years' experience working as a key part of an administration team
Language Skills
Fluency in English language — Advanced level - written and verbal
Kev Duties/Responsibilities
Reception
• Meeting and Greeting Patients, Patient Check in,
• Providing support to patients with clinic information and other required data, Contacting, ordering and dealing with suppliers, Booking couriers/taxis.
Administration
Admissions — Processing new patients, Making Consultation Appointments, Invoicing and receiving payments.
Answering queries by phone or e-mail,
Directing calls where necessary,
Respond to website submissions,
Posting Information packs to patients,
Liaising with Doctors, medical secretaries and hospitals,
Writing letters for patients,
Dictation for Doctors,
Process 'IDEAS' system orders relevant to admin team,
Day to Day compliance with Quality non-conformance process,
Data Entry
Accurate and timely updating and maintenance of patient files and databases and Q Pulse,
Process patient medical information requests.
Process Employee access permits
Process Visitor access permits
General
Supporting the efficient running of the Sims IVF/Rotunda IVF Administration function,
Implementation and continuous monitoring of processes as requested by the
Sims/Rotunda IVF Administration Manager,
Diary Management,
Any other duties that may be required by the Sims/Rotunda IVF Administration Manager.
Infection Control [Health and Safety
Hand Hygiene
Health and Safety
Manual Handling
Uniform and Grooming Standards
Kev Behavioural Competencies
Personal Leadership
• Acts with honesty and integrity at all times
• Has a realistic sense of self and impact on others
• Demonstrates patience and perspective in dealing with difficult situations
• Accepts ownership of role and accepts accountability of role objectives
Patient Care/Customer Service
• Demonstrates an ability to deliver excellence in standards of service to patients/clients
• Presents a caring, engaging and positive manner with patients/clients Demonstrates an ability to obtain a clear understanding of patient/client needs
• Let's patient/client know he/she is willing to work with them to achieve best outcome
Team Work
• Works co-operatively and effectively with colleagues from own and other departments with different skills and objectives to achieve best outcome. Listens and respects others points of view.
• Open to learning and passing on better ways of doing things.
• Open to new ideas with an ability to follow and implement protocols and procedures and clinic initiatives with his/her clinic colleagues.
Attention to Detail
• Ensures that one's own and others' work and information are complete and accurate
• Follows required procedures to ensure high quality of work
Verifies information
• Carefully reviews and checks the accuracy of information provided by others.
Initiative
• Identifies what needs to be done and takes action before being asked or the situation requires it.
• Seeks out others involved in a situation to learn their perspective
Managing Change
• Demonstrates support for innovation and for organisational changes needed to improve the organisation's effectiveness
• Supporting and implementing organisational change
Terms and Conditions of Employments
Working Hours
Core Hours of work— 7.00am — 5.30pm
37.5 hours per week (7.5 hour day)
Limited Weekend working hours required.
Physical requirements of the role of the role
• Sitting at computer screen
• Sitting to standing frequently
• Sitting desk based for designated periods
Health
• Physically capable to carrv out duties of the role
Grooming Standards
Non Clinical Area
• Staff should be Professional in appearance, clean, neat and tidy
• Wearing appropriate office dress code and name badge and or access card
• Shoe wear should fit appropriately and be compliant with Health and Safety Standards.
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