Patient Access Administrator

Job description

Job responsibilities

Please note that if you currently work for another NHS Trust or UHSussex and you are applying to accept this position as a secondment opportunity, before applying you must seek agreement and authorisation from your current Trust/Manager. Secondments cant be agreed without this approval. If you are unable to gain approval, you should refrain from applying unless you wish to take this role as a fixed term position.

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants.

If you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at time of application.

Role Summary

The role of a Patient Access Administrator is to provide an efficient and high quality appointment, reception and administration service within the Imaging and Nuclear Medicine Department. To utilise excellent time management, organisational and communication skills and an adaptable, flexible approach to produce work of a high standard within expected targets. The Patient Access Administrator will not only need to be able to work alone and use their own initiative but also as part of a large team of admin staff across the Imaging Department at Brighton and Sussex University Hospital NHS Trust. The Patient Access Administrator must ensure patients are accurately registered and processed on the Radiology Information System (CRIS) and Patient Administration System (Careflow) and have the ability to book and schedule appointments on CRIS

Main Duties and Responsibilities

Communication

Answer complex enquiries on the telephone, from people who may have varying levels of ability to understand or whose first language is not English.

Provide and receive complicated and sensitive information, and give explanations and instructions clearly and concisely where barriers to communication may exist, including challenging behaviour, learning disability and recent bereavement.

Use empathy, tact and diplomacy in dealing with staff members or patients who may be hostile or antagonistic.

Answer internal and external telephone enquires in an efficient manner, from other members of staff, other departments, patients/relatives, GPs and other hospitals.

Service Delivery and Improvement

Administration duties

Ensure accurate input of patient and referral details when registering on the Radiology Information System (CRIS). Interpret medical terminology, anatomical and physiological terms and code the form accordingly requiring high levels of concentration.

Ensure the referral form is scanned on the appropriate patient entry on the Radiology Information System.

Ensure accurate input of patient details when registering on the Patient Administration System (Careflow).

Organise and prioritise own workload to ensure all problems and queries are dealt with quickly and efficiently in a pleasant and courteous manner.

Support the Patient Access Manager with induction and orientation of new staff. Provide training in departmental procedures and give daily supervision as required. Offer support and advice to inspire confidence.

Support the Service Improvement program including QSI (Quality Standard for Imaging) taking active participation in data collection, process mapping and meetings as required. To regularly review the service provided, ensuring it is both appropriate and of a high quality. Adopt and implement agreed service development in line with Directorate and Trust objectives.

Work in close conjunction with the Patient Access Manager to review working practices, identify and propose new improved ways of working and find solutions to problems.

Monitor and maintain appropriate levels of stationery informing the Patient Access Manager of any potential problems in a timely manner.

Ensure confidentiality is maintained at all times and adherence to Caldicott and the Data Protection Act. Full accurate records of relevant information are documented.

Any other duties commensurate with the grade of this post including adherence to appropriate Trust policies

Patient Access Administrator Duties

Using specialised knowledge of radiographic procedures and systems, schedule and book appointments on Radiology Information System (CRIS) and distribute the examination literature to patients for all Imaging modalities (Computerised Tomography, Magnetic Resonance Imaging, Ultrasound, fluoroscopy, plain film). You must consider at all times any specific requirements that the patient may have and adjust the preparation accordingly.

Maintain and monitor an accurate electronic three-tier system (request, waiting and partial booking) so that appointments are made in line with priority and local targets.

Advise the Patient Access Manager or Admin Team Leaders if there are any problems with waiting times and booking patient appointments within local targets.

Have the ability to exchange information regarding appointments and procedures when dealing with telephone enquiries from patients and staff. Use specific knowledge of the procedures and preparations to clearly and concisely explain them to patients and staff. Have the appropriate information to explain waiting list times.

Person Specification

Experience

Essential

• At least 5 GCSEs (A-C) or equivalent, including English and Maths.
• Experience in a customer service role

Desirable

• Experience within an nhs administration role
• Able to work in a pressurised environment

Equality, Diversity and Inclusion

Essential

• Evidence of having undertaken own development to improve understanding of equalities issues
• Evidence of having championed diversity in previous roles (as appropriate to role)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

University Hospitals Sussex NHS Foundation Trust (279)

Address

Royal Sussex County Hospital

Eastern Road

Brighton

BN2 5BE

Employer's website

https://www.uhsussex.nhs.uk/ (Opens in a new tab)