Patient Access Representative – Emergency Room Front Desk

About the Company

Mid Cheshire Hospitals NHS Foundation Trust is a leading healthcare provider committed to delivering high-quality, compassionate care to the communities of Cheshire. We operate Leighton Hospital in Crewe, Victoria Infirmary in Northwich, and Elmhurst Intermediate Care Centre in Winsford, serving over 300,000 people. Our mission is to provide exceptional patient experiences through dedicated staff and innovative practices.

Job Description

We are seeking a diligent and empathetic Patient Access Representative to join our Emergency Room Front Desk team in Northwich. This crucial role involves being the first point of contact for patients and visitors entering the Emergency Room. You will be responsible for accurately registering patients, verifying insurance information, collecting essential data, and providing compassionate assistance during often stressful times. Your ability to multitask, maintain composure under pressure, and deliver exceptional customer service will be vital in ensuring a smooth and supportive patient experience.

Key Responsibilities

• Greet and welcome patients and visitors to the Emergency Room with a professional and compassionate demeanor.
• Accurately register patients, collecting demographic, insurance, and medical history information.
• Verify patient insurance coverage and eligibility, and explain financial responsibilities as needed.
• Process patient paperwork, ensure all necessary forms are completed and signed.
• Answer incoming calls and respond to patient and family inquiries in a timely and helpful manner.
• Maintain strict confidentiality of patient information in compliance with GDPR and NHS guidelines.
• Collaborate effectively with nurses, doctors, and other clinical staff to facilitate patient flow.
• Manage waiting room dynamics, providing updates and comfort to patients and families.
• Operate hospital information systems and electronic health records (EHR) for data entry and retrieval.
• Handle patient inquiries and direct them to appropriate departments or personnel.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation with a calm and empathetic approach.
• Proficiency in data entry and basic computer applications.
• Ability to work effectively in a fast-paced and high-stress environment.
• Exceptional attention to detail and accuracy.
• Strong organizational and multitasking abilities.
• Ability to maintain confidentiality and adhere to privacy regulations.
• Problem-solving skills and a proactive attitude.

Preferred Qualifications

• Previous experience in a healthcare administrative or front desk role, preferably in an emergency setting.
• Familiarity with medical terminology and insurance verification processes.
• Experience with NHS patient administration systems (PAS) or similar EHR software.
• GCSEs including English and Maths at grade C/4 or above, or equivalent qualifications/experience.

Perks & Benefits

• Competitive NHS Pension Scheme
• Generous annual leave allowance starting at 27 days plus bank holidays, increasing with service
• Access to comprehensive training and development opportunities
• NHS employee discounts and benefits scheme
• Employee assistance programme for mental health and wellbeing support
• Supportive and collaborative team environment

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