Job summary
We are searching for high performing and enthusiastic individual to fill a Patient Administrator vacancy at West Middlesex Hospital working within the Imaging Department Admin team . If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be your opportunity to make a real difference to the service that we provide to our local community, always keeping the patient at the centre of everything that we do.The post holder will provide a comprehensive patient focused administrative service, on a day-to-day basis to a multi-disciplinary team. The successful candidate must be able to work both autonomously and as a member of the team and be able to undertake a wide range of administrative duties. As a team player they will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible.
If this sounds like something you could be interested in, then please do apply.
For further information, you can contact Rashpal Kaur Imaging Admin Manager on 0208 321 6268.
Please note previous applicants should not re-apply.
Main duties of the job
The post holder will be required to work in one of the following areas as indicated in the Job Advert providing cross cover where necessary:
- A&E Imaging Reception
- Clinical Offices (BCU and Obstetrics/Gynaecology Ultra-sound)
- Main Imaging reception areas
- Imaging Call Centre
- Imaging Secretaries Office
About us
Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.
We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.
We're one of the best performing Trusts in the country. We're also one of the top trusts to work for - our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment. Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'. We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.
Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate. We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
Job description
Job responsibilities
Role & Responsibilities
- Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
- Liaise with consultants and other admin staff regarding patient appointments, referral letters, discharge summaries and health records
- Ensure that a customer focused reception service is provided for all patients and visitors attending the area and that all patients or visitors are dealt with in an efficient, polite and courteous manner
- Process all follow up and diagnostic appointments for multiple specialties using a variety of systems with 6 week booking procedure and escalate any capacity issues as per the local escalation policy
- Handle queries from patients/relatives confidentially and sensitively; refer clinical-related queries to appropriate clinical staff
- Interact with patients and relatives in distress in a sensitive and empathetic manner
- Take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
- Ensure all activity is cashed up in a timely manner using Trusts appropriate IT system including DNAs and discharges.
- Update patient details on Cerner and Soliton as appropriate, checking all demographic details on arrival or departure
- Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters
- Ensure all procedures are followed re-data capture for service specific outcomes.
- Ensure all paperwork is filed appropriately
- Arrange interpreter and transport services where indicated
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
- Provide cover across the POD as and when required
- Provide an excellent standard of service to patients at all times
- Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets
- Ensure telephone answer machine is available for out of hours queries; respond to patient/subject queries the next working day.
- Photocopying, filing, faxing, and other general office duties
- Liaise with consultants and other admin staff regarding patient appointments, referral letters, discharge summaries and health records
- Contact other departments and teams as necessary relating to the patient care pathway and service delivery
- Support the Team Leader and practitioners with the smooth running of clinics and procedure lists.
- Liaise with other hospitals and GPs regarding patient care pathways
- Prepare for clinics ensuring all relevant documentation is available and notes are prepared
- Use Trusts computer system, to generate clinic lists and help locate missing notes
- Ensure that patients surgery is booked in accordance with booking rules outlined in the Trusts Access Policy, in order that patient pathway targets are achieved
- Continuously up-date the schedules as lists are amended and extra lists are put on.
- Escalate any capacity issues via the local escalation process
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Request medical records and x-rays prior to pre-assessment.
- To support the circulation of the weekly admissions planner for clinical and managerial staff.
- To provide patient information to GP practices, also to liaise with GPs regarding results, special needs and concerns.
- Attend MDT meetings and escalate urgent priority patients
Communication
- Ensure all communication, which may be complex, contentious or sensitive, is undertaken in a responsive and inclusive manner, focusing on improvement and ways to move forward.
- Ensure all communication is presented appropriately to the different recipients, according to levels of understanding, type of communication being imparted and possible barriers such as language, culture, understanding or physical or mental health conditions.
Job description
Job responsibilities
Role & Responsibilities
- Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
- Liaise with consultants and other admin staff regarding patient appointments, referral letters, discharge summaries and health records
- Ensure that a customer focused reception service is provided for all patients and visitors attending the area and that all patients or visitors are dealt with in an efficient, polite and courteous manner
- Process all follow up and diagnostic appointments for multiple specialties using a variety of systems with 6 week booking procedure and escalate any capacity issues as per the local escalation policy
- Handle queries from patients/relatives confidentially and sensitively; refer clinical-related queries to appropriate clinical staff
- Interact with patients and relatives in distress in a sensitive and empathetic manner
- Take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
- Ensure all activity is cashed up in a timely manner using Trusts appropriate IT system including DNAs and discharges.
- Update patient details on Cerner and Soliton as appropriate, checking all demographic details on arrival or departure
- Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters
- Ensure all procedures are followed re-data capture for service specific outcomes.
- Ensure all paperwork is filed appropriately
- Arrange interpreter and transport services where indicated
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
- Provide cover across the POD as and when required
- Provide an excellent standard of service to patients at all times
- Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets
- Ensure telephone answer machine is available for out of hours queries; respond to patient/subject queries the next working day.
- Photocopying, filing, faxing, and other general office duties
- Liaise with consultants and other admin staff regarding patient appointments, referral letters, discharge summaries and health records
- Contact other departments and teams as necessary relating to the patient care pathway and service delivery
- Support the Team Leader and practitioners with the smooth running of clinics and procedure lists.
- Liaise with other hospitals and GPs regarding patient care pathways
- Prepare for clinics ensuring all relevant documentation is available and notes are prepared
- Use Trusts computer system, to generate clinic lists and help locate missing notes
- Ensure that patients surgery is booked in accordance with booking rules outlined in the Trusts Access Policy, in order that patient pathway targets are achieved
- Continuously up-date the schedules as lists are amended and extra lists are put on.
- Escalate any capacity issues via the local escalation process
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Request medical records and x-rays prior to pre-assessment.
- To support the circulation of the weekly admissions planner for clinical and managerial staff.
- To provide patient information to GP practices, also to liaise with GPs regarding results, special needs and concerns.
- Attend MDT meetings and escalate urgent priority patients
Communication
- Ensure all communication, which may be complex, contentious or sensitive, is undertaken in a responsive and inclusive manner, focusing on improvement and ways to move forward.
- Ensure all communication is presented appropriately to the different recipients, according to levels of understanding, type of communication being imparted and possible barriers such as language, culture, understanding or physical or mental health conditions.
Person Specification
Education and Qualifications
Essential
- Secondary Education
- Demonstrable literacy and numeracy skills
- Experience of computers
Desirable
- Medical Terminology Course completed
Experience
Essential
- NHS Experience in Admin
- Use of internet & email
Desirable
- Previous experience of working in an outpatient setting and/or in diagnostic services.
Skills and Knowledge
Essential
- Caring skills
- Ability to provide individualised care and empathy
- Excellent organisational skills
- Able to communicate effectively with patients, relatives and multi- disciplinary team
- Ability to work in a team
- Able to demonstrate an awareness of the important of confidentiality / privacy and dignity
- Excellent IT skills
- A good understanding and demonstration of Customer service standards.
Person Specification
Education and Qualifications
Essential
- Secondary Education
- Demonstrable literacy and numeracy skills
- Experience of computers
Desirable
- Medical Terminology Course completed
Experience
Essential
- NHS Experience in Admin
- Use of internet & email
Desirable
- Previous experience of working in an outpatient setting and/or in diagnostic services.
Skills and Knowledge
Essential
- Caring skills
- Ability to provide individualised care and empathy
- Excellent organisational skills
- Able to communicate effectively with patients, relatives and multi- disciplinary team
- Ability to work in a team
- Able to demonstrate an awareness of the important of confidentiality / privacy and dignity
- Excellent IT skills
- A good understanding and demonstration of Customer service standards.
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.