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Evolutio is an independent Hospital Eye Service provider, established in 2011 and having seen over 1 million patients, using milti-disciplinary clinical teams, working together to deliver a high-quality ophthalmology outpatient and minor surgical service, for NHS and self-pay patients.

The Patient Administration Manager will be responsible to ensure the smooth running of the patient services team, ensuring that patients receive quality care and an all-around great experience whilst using our services from receipt of the referral, booking an appointment and answering any queries arising from the patients during their journey with Evolutio. This quality of service will be also expected towards referring practices, GP’s and other care providers. You will have excellent communication and relationship-building skills and will be the first point of contact for the team on shift, escalating issues to the general manager, where needed.

Main Duties and Responsibilities

Day to day leadership of the administration staff ensuring the provision of high quality and efficient services at all times

Line manager to a team of patient support assistants, this includes autorising annual leave, monitoring attendance and performance of daily duties.

Oversee the performance of staff during their shift, ensuring efficiency, smooth workflow, monitor call quality and KPI’s set.

Handle questions from employees, patients, clinicians, GP’s and other care providers.

Manage waiting lists of patients awaiting to be booked.

Responsible for ensuring that safety standards are met, and quality controls are maintained.

Ensure that patient records are up-to-date and communications towards all parties involved are provided in a timely manner.

Ensuring processing of complex and emergency referrals.

To be responsible for training and compliance.

To maximise the financial performance whilst maintaining high standards of service delivery.

To work collaboratively with the senior management team and regional managers to support efficient utilization and allocation of appointment slots.

Have the ability to deescalate complaints and provide resolution to issues encountered by patients.

Maintain appropriate security and confidentiality of patient data information.

Ensure that staff working have the correct equipment and resources to perform their duties.

Managing weekly rotas, ensuring all tasks are assigned.

Skills

Ability to organize and priorities own workload.

Patient focused.

Strong problem solving skills.

Great communicator.

High level of attention to detail in a busy service environment

Organisational and time management

Collaborate and team player, ability to build strong partnerships and work with colleagues across the business

Strong interpersonal and oral communication skills

Strong written communication skills

If you would like to enquire about how evolutio can support your clinical career growth, then please email your CV to [email protected] or apply on line now https://www.evolutio-ophthalmology.co.uk/patient-administration-lead/