Client Advocate

Reporting To: Client Care Team Leader

Reason for the Role: Act as the liaison point for Admits, inpatients and discharges and to ensure that the communication internally is optimised and client experience is excellent.

To assist the Clinical Administration team to ensure the end-to-end client experience from a costing / admit / discharge perspective is consistent and robust.

Key Accountabilities - KPI (Key Performance Indicators)

Organisation

• Ensure that consent forms are accurate ahead of admit and liaise with Specialist / CCA regards any discrepancies
• Act as point of contact between the Billing team, Clinical and Client Care to ensure a smooth Admission / Billing / Discharge process can be achieved
• Support the Specialists with consults / admit and Patient handover
• Assist the Dispensary Nurse with drug dispensing and support with deliveries alongside the Auxiliary team

Billing

• Assist the billing team with queries as they arise ahead of discharge
• Act as a liaison point where needed between Specialists and Billing team with any travel sheet / billing queries
• Assist with billing of cases when business need arises

EasyVet

• Act as a point of contact for EasyVet queries within the clinical team
• Provide training to new starters within the clinical team and act as an EasyVet Super User
• Assist with the Easy Vet compliance throughout the hospital

Admit/Discharges

• Ensure all paperwork is in order ahead of patient admit
• Provide admit service to clients and patients through informed consent
• Ensure that the admit process is expedient and the patient is transferred to wards in a timely manner in order for clinical procedures to be undertaken
• Provide handover to wards and prep regards admit
• Bridge the communication gap by ensuring all admits and discharges put on the diary are entered correctly regards time of discharge, name of person to discharge and handover prior to discharge
• Ensure that discharge documentation and medication are accurate and prepared ahead of discharge slot
• Complete ‘meds to go home’ sheet in order to record last meds dosage, toileting, feeding etc
• Ensure that meds on Discharge instructions match meds in discharge pack
• Thoroughly discuss discharge and aftercare instructions with client and ensure they are comfortable with the plan
• Support the Dispensary Nurse to dispense medication for discharge

Communication with Clients

• Be a friendly and compassionate front of house Client Advocate
• Assist with ringing the owners throughout the patients stay and acting as a point of contact for client questions / concerns
• Ownership of the Aftercare Trello board to ensure that appropriate non clinical communication with clients is made for aftercare purposes.  Work alongside the Dispensary nurse during busy periods or absence to ensure this task is undertaken
• Highlight any clinical concerns to relevant Specialist / Nurse to follow up with client
• Provide training / support to other members of the team internally regards client communication and aftercare
• Act as point of contact to CCA team regards aftercare enquiries and triage those accordingly
• Take photos of in-patients and provide WhatsApp updates to owners where relevant

Person Specification