Job summary
Central Outpatient Booking and Call Centre
Band 3 Patient Administrator
We are searching for a high performing and enthusiastic individual to fill a Patient Administrator vacancy on the West Middlesex Site working in our Booking and Call Centre .
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 must have call centre and customer care experience.
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 Hours Monday-Friday 8am-5.30pm on a rota basis
Main duties of the job
The post holder will be required to work in the following areas as indicated in the Job Advert providing cross cover where necessary:
- Central Outpatient Booking Team
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
- Liaise with other departments and teams relating to the patient care pathway and service delivery
- Liaise with consultants and other admin staff regarding patient appointments, referral letters, discharge summaries and health records
- To ensure all correspondence typed by the managed transcription service is matched with correct patient and clinician, any amendments are made, and letters dispatched and filed in medical record.
- Book outpatient appointments
- To perform any admin duties required for specific area of work
- To take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
- Register new referrals, and ensure all patient demographic information is up to dateand complete Ensure that patients appointments are booked in accordance with booking rulesoutlined in the Trusts Access Policy, in order that patient pathway targets are achieved Escalate any capacity issues via the local escalation process Liaising with external agencies (e.g. social services, general practices etc). Liaise with patients, clinical office staff and others regarding appointment queries andavailable appointments on the Trusts PAS. Provide advice with regards to appointments to patients and relatives on thetelephone. Book patients from day surgery over the telephone. Use hospitals computer systems, to pre-register patients, update existingdocumentation and notify patients of their appointments via letter, telephone orreception. Use the internet-based National Tracing Service to check patients demographics suchas NHS number. Use initiative when dealing with patients queries or when dealing with GPs who may request information
Job description
Job responsibilities
- Liaise with other departments and teams relating to the patient care pathway and service delivery
- Liaise with consultants and other admin staff regarding patient appointments, referral letters, discharge summaries and health records
- To ensure all correspondence typed by the managed transcription service is matched with correct patient and clinician, any amendments are made, and letters dispatched and filed in medical record.
- Book outpatient appointments
- To perform any admin duties required for specific area of work
- To take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
- Register new referrals, and ensure all patient demographic information is up to dateand complete Ensure that patients appointments are booked in accordance with booking rulesoutlined in the Trusts Access Policy, in order that patient pathway targets are achieved Escalate any capacity issues via the local escalation process Liaising with external agencies (e.g. social services, general practices etc). Liaise with patients, clinical office staff and others regarding appointment queries andavailable appointments on the Trusts PAS. Provide advice with regards to appointments to patients and relatives on thetelephone. Book patients from day surgery over the telephone. Use hospitals computer systems, to pre-register patients, update existingdocumentation and notify patients of their appointments via letter, telephone orreception. Use the internet-based National Tracing Service to check patients demographics suchas NHS number. Use initiative when dealing with patients queries or when dealing with GPs who may request information
Person Specification
Education and Qualifications
Essential
- GCSE English and maths or equivalent
Desirable
- NVQ 2 in office administration or equivalent experience
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
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
Desirable
- Knowledge of filing systems
- Able to file accurately and pay attention to detail
- Able to use a hospital Patient Administration System
- Knowledge of booking appointments
Person Specification
Education and Qualifications
Essential
- GCSE English and maths or equivalent
Desirable
- NVQ 2 in office administration or equivalent experience
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
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
Desirable
- Knowledge of filing systems
- Able to file accurately and pay attention to detail
- Able to use a hospital Patient Administration System
- Knowledge of booking appointments
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.