Patient Care Coordinator

**This is a full time on-site role at our office in North West London NW4 - you will be required to work in the office 5 days a week.**

Established in 2014, Psymplicity has provided outpatient psychiatry, psychology and psychotherapy services to thousands of individuals, couples and families with a wide range of mental health concerns, since its inception.

We work online with individuals from all age groups referred to our clinic as well as having contracts in place with schools, universities and corporations to provide an array of services to their students and employees. Our dedicated patient care team complement and support our clinical team to provide an extremely patient-centred approach.

We are committed to creating a nurturing, validating, supportive and cohesive culture for all staff and believe that the workplace should be somewhere where each individual member of staff can thrive because their individual needs are satisfied, they are sufficiently challenged and stimulated, they find themselves in a place where their career can progress, and they can realise their potential.

Psymplicity provides a broad range of mental health services online via Zoom call including assessments and treatment consultations. With demand for services surging, we are interested in speaking with candidates with experience in patient care who are looking for an opportunity to be part of a fast-paced, dynamic multi-disciplinary team, working together to provide an excellent care and treatment experience for our patients and helping us to further develop as a leading provider of psychiatric care. If we sound like a good match, please read on as we would be delighted for you to consider joining our team.

Job Summary:
The Patient Care Team at Psymplicity plays a crucial role in ensuring the smooth operation of our daily activities. This position is essential in ensuring efficient communication within the team and with patients.

Our Patient Care Coordinators put a human touch on all Psymplicity’s patient communications. You will be on the phone, managing tickets, assisting patients with appointment and prescription status questions. The role described below is an outline of what you will be doing on a day-to-day basis but is not exhaustive and we expect you to be able to adapt to the demands of what is happening as the company expands.

Key Responsibilities:

• Manage incoming calls and emails from patients and other professionals, responding to client enquiries promptly and professionally.

• Coordinate and schedule patient appointments.

• Respond to incoming patient care tickets from existing patients with queries about prescriptions, clinic letters, appointments and other information. Providing accurate and valid information using the correct methods.

• Assist with processing and posting of prescriptions.

• Support the management team with various administrative tasks, including booking in and liaising with patients, responding to complaints and providing appropriate solutions and updating records.

• Collecting and analysing patient feedback, following up with patients to gain more information.

• Handle confidential information with discretion.

• Working on projects to help develop the company.
  

Benefits:

• A working environment of supportive and passionate colleagues, team-spirit and can-do attitude

• In-house training and professional development

• 25 days annual leave plus bank holidays

• Many opportunities for career development and growth within the company

• Parking provided if required

• Regular supervision meetings with line managers
  

Application Process:

• Written application form/CV

• One-way video interview

• Interview with our Clinical Operations Lead

• Interview with our CEO and Managing Director

Required Skills:

• High level of competence with technology.

• Knowledge and confidence in using Microsoft Word, Excel, PowerPoint.

• Previous knowledge and/or use of a CRM is preferred.

• Strong communication skills, actively listening to patients and communicating with them is a core responsibility.

• Good level of analytical skills.

• Able to work as part of a team, must collaborate with other team members to share knowledge and provide the best service.

• Able to prioritise and multitask - often need to handle multiple tasks simultaneously, such as managing numerous patient enquiries or updating patient records while on a call.

• Attention to detail - the team need to pay attention to detail to ensure accurate and complete information is captured and conveyed to patients.

• Problem-solving skills - excellent problem-solving skills are necessary to identify the root cause of issues and provide effective solutions to patients.

• Ability to work in a fast-paced environment.