Job summary
Chelsea and Westminster Hospital - Patient Access
We are searching for a high performing and enthusiastic individual to fill a Patient Administrator vacancy at the Chelsea and Westminster Site working in our busy Admin Department. If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you.
The post holder will provide a comprehensive patient focused administrative service, on a day to day basis to a multi-disciplinary team based in the Patient Access team.
The successful candidate must be able to work autonomously and a a team member and be able to take a wide range of administrative duties.
As a team player they will need to be able to demonstrate excellent communication skills, be organised , adaptable and flexible show empathy and concern for others.
Working Monday to Friday 9-5
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs. The Patient Administrator will provide effective and efficient administrative support to a team liaising with patients, doctors and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times.
The post holder will be required to work inoneof the following areas as indicated in the Job Advert providing cross cover where necessary:
- Clinical Offices
- A&E
- Main reception
- Central Outpatient Booking Team
- Clinical Imaging
- Wards
- Endoscopy
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Job description
Job responsibilities
Roles and responsibilities
- Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner
- Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
- Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate 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
- Update patient details on PAS 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
Job description
Job responsibilities
Roles and responsibilities
- Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner
- Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
- Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate 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
- Update patient details on PAS 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
Person Specification
Education and Qualifications
Essential
- GCSE English and Maths or equivalent
Desirable
- A-level English and Maths or equivalent
Experience
Essential
- Experience of working in an administrative capacity
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of maintaining a professional attitude in a pressured environment
- Experience in working as part of a team
Desirable
- Experience if working in an administrative capacity within the NHS
Skills and knowledge
Essential
- Competent working knowledge of windows based computer systems
- Excellent communication skills both written and verbal
- Ability to prioritise and organise work load
- Ability to use own initiative
- To be able to work as part of a team
- Able to file accurately and pay attention to detail
Desirable
- Knowledge of NHS processes
- Knowledge of Cerner workflows
Person Specification
Education and Qualifications
Essential
- GCSE English and Maths or equivalent
Desirable
- A-level English and Maths or equivalent
Experience
Essential
- Experience of working in an administrative capacity
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of maintaining a professional attitude in a pressured environment
- Experience in working as part of a team
Desirable
- Experience if working in an administrative capacity within the NHS
Skills and knowledge
Essential
- Competent working knowledge of windows based computer systems
- Excellent communication skills both written and verbal
- Ability to prioritise and organise work load
- Ability to use own initiative
- To be able to work as part of a team
- Able to file accurately and pay attention to detail
Desirable
- Knowledge of NHS processes
- Knowledge of Cerner workflows
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.