Job summary
Senior Patient Administrator Wards and AEC
West Middlesex Site
This is an exciting opportunity to become the Senior Patient Administrator providing comprehensive administration support to the wards and AEC departments
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. You will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible approach.
Main duties of the job
Successful applicants will demonstrate excellent communication skills in order to deliver a high standard of customer service to our patients. The post holder will also be responsible for the coordination of staff rotas and monitoring sickness/annual leave and completing PDR's.
Knowledge of Cerner is essential for this post
Key working relationships
- Clinical Staff
- Admin staff
- Patient facing
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
Roles and responsibilities
- Assist the Team Leader in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload, day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.
- Support the Team Leader in maximising the best use of clinical and non-clinical resources.
- Ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills.
- Proactively manage patient pathways so that all patients receive a high standard of service delivery.
- Use initiative when dealing with patients problems or when dealing with managers and consultants who may request patient information.
- Ensure all activity is cashed up in a timely manner using Trusts PAS/appropriate IT system including DNAs and discharges.
- Participate in new staff induction, demonstrates duties to new starters and providing close supervision.
- Develop of new members of the team through training and supervision.
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development.
- Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- Collect and use data to measure performance of department against objectives.
- Assist all members of staff and patients with the uptake of new technologies, and where required become a user champion to embed learning.
- Assist in sourcing specialist equipment as appropriate.
- Participate in regular team meetings and other relevant meetings e.g. Sub Directive ED meetings
- Assist in the maintenance of stationery stock.
- Organise and prioritise workload with minimal supervision.
Others
- 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.
- Identify potential long waiters and agree remedial actions.
- Escalate any capacity issues via the local escalation process.
Job description
Job responsibilities
Roles and responsibilities
- Assist the Team Leader in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload, day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.
- Support the Team Leader in maximising the best use of clinical and non-clinical resources.
- Ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills.
- Proactively manage patient pathways so that all patients receive a high standard of service delivery.
- Use initiative when dealing with patients problems or when dealing with managers and consultants who may request patient information.
- Ensure all activity is cashed up in a timely manner using Trusts PAS/appropriate IT system including DNAs and discharges.
- Participate in new staff induction, demonstrates duties to new starters and providing close supervision.
- Develop of new members of the team through training and supervision.
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development.
- Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- Collect and use data to measure performance of department against objectives.
- Assist all members of staff and patients with the uptake of new technologies, and where required become a user champion to embed learning.
- Assist in sourcing specialist equipment as appropriate.
- Participate in regular team meetings and other relevant meetings e.g. Sub Directive ED meetings
- Assist in the maintenance of stationery stock.
- Organise and prioritise workload with minimal supervision.
Others
- 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.
- Identify potential long waiters and agree remedial actions.
- Escalate any capacity issues via the local escalation process.
Person Specification
Education and Qualifications
Essential
- Educated to A level, NVQ level 3 in Business and Administration or equivalent experience
- English and Mathematics GCSE or equivalent
Desirable
- Qualification in Management such as First Line Managers up to certificate level
Experience
Essential
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of working in an administrative role in a busy office environment
- Communicating with members of the public
- Experience of working in a team
- Demonstrable experience of working within customer-driven service and working to strict targets
- Working in NHS or other similar health care environment
- Some experience of supervising or training staff
- Experience of using a Patient Administration System
Desirable
- Experience of working with clinicians
- Experience working with a wide range of people
- Use of E-referral system
- Use of an Electronic Document Management (EDM) system
- Experience working with the RTT pathway
Skills and Knowledge
Essential
- Understanding of RTT and how it applies in a clinic environment
- Knowledge of Elective Access policy framework
- Able to demonstrate sensitivity and empathy, particularly in difficult situations
- Competent working knowledge of windows based computer systems
- Ability to prioritise workload effectively and meet competing demands
- Willing to learn new systems
- Able to explain procedures and policy to other staff
- Knowledge of filing systems and ability to file accurately and pay attention to details
- Excellent communication skills both written and verbal
Desirable
- Familiarity with Trust's PAS and other electronic patient administration and documentation systems
- Familiarity with medical records and clinical correspondence
- Working with outsourced typing function
Person Specification
Education and Qualifications
Essential
- Educated to A level, NVQ level 3 in Business and Administration or equivalent experience
- English and Mathematics GCSE or equivalent
Desirable
- Qualification in Management such as First Line Managers up to certificate level
Experience
Essential
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of working in an administrative role in a busy office environment
- Communicating with members of the public
- Experience of working in a team
- Demonstrable experience of working within customer-driven service and working to strict targets
- Working in NHS or other similar health care environment
- Some experience of supervising or training staff
- Experience of using a Patient Administration System
Desirable
- Experience of working with clinicians
- Experience working with a wide range of people
- Use of E-referral system
- Use of an Electronic Document Management (EDM) system
- Experience working with the RTT pathway
Skills and Knowledge
Essential
- Understanding of RTT and how it applies in a clinic environment
- Knowledge of Elective Access policy framework
- Able to demonstrate sensitivity and empathy, particularly in difficult situations
- Competent working knowledge of windows based computer systems
- Ability to prioritise workload effectively and meet competing demands
- Willing to learn new systems
- Able to explain procedures and policy to other staff
- Knowledge of filing systems and ability to file accurately and pay attention to details
- Excellent communication skills both written and verbal
Desirable
- Familiarity with Trust's PAS and other electronic patient administration and documentation systems
- Familiarity with medical records and clinical correspondence
- Working with outsourced typing function
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).