Job summary
Senior Patient Administrator - Scheduling, Band 4
This is an exciting opportunity to become the Senior Patient Administrator providing comprehensive administration support to the Planed Care Division.
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.
PLEASE NOTE ADVERT WILL BE CLOSED ONCE SUFFICIENT NUMBER OF APPLICATIONS HAVE BEEN RECEIVED
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 their workload to meet the demands of senior leaders of the Division and where appropriate for ensuring necessary follow up action and deadlines are met. Attention to detail is principal in this post as is the ability to prioritise workload, previous experience in administration and Booking Team is essential.
Knowledge of Cerner is essential for this post
Key working relationships
- General Manager, Service Managers, Junior Service Manager and Team Leader
- Health Records
- Medical and Nursing staff
- POA team
- Other departments
- Divisional Leads
- Outpatient Administrator
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 Westminsterand 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.
- Flag up and report overseas visitors for payment.
- Retrieve and validate missing NHS numbers card and investigate errors.
- Participate in regular team meetings and other relevant meetings e.g. Patient Access.
- Assist in the maintenance of stationery stock.
- Organise and prioritise workload with minimal supervision.
Central Admissions
- 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.
- Book transport as and when necessary and communicate with transport office any changes when rebooking a patients appointment.
- Organise the day-to-day running of the in-patient waiting list proposing and agreeing changes/additions to the theatre lists working closely with clinicians and managers as appropriate.
- Ensure that all patients on the waiting list are validated to promote an effective management of the Trusts 18 weeks pathway.
- Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 weeks in advance with line manager and Clinicians.
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Liaise with theatre staff, clinicians, anaesthetists and Service Manager to ensure lists are fully utilised.
- Liaise with medical staff regarding waiting lists and theatre list. Assist in organising any special requirements as and when needed.
- Undertake a weekly review of the waiting list to ensure patients are treated by clinical priority and wait time.
- Collate and circulate the weekly admissions planner for clinical and managerial staff.
- Keep comprehensive records of any cancelled and rescheduled theatre sessions.
- Produce the cancellations spread sheet on a daily basis.
- Collate, input, interpret, analyse, and extract data for audit/presentations to be used by clinicians/managers as and when requested.
- Provide patient information to GP practices, also to liaise with GPs regarding results, special needs and concerns.
- Plan and maintain one year in advance theatre sessions, pre-assessment, and operating schedule to achieve wait time targets.
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.
- Book transport as and when necessary and communicate with transport office any changes when rebooking a patients appointment.
- Organise the day-to-day running of the in-patient waiting list proposing and agreeing changes/additions to the theatre lists working closely with clinicians and managers as appropriate.
- Ensure that all patients on the waiting list are validated to promote an effective management of the Trusts 18 weeks pathway.
- Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 weeks in advance with line manager and Clinicians.
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Liaise with theatre staff, clinicians, anaesthetists and Service Manager to ensure lists are fully utilised.
- Liaise with medical staff regarding waiting lists and theatre list. Assist in organising any special requirements as and when needed.
- Request medical records and x-rays prior to pre-assessment.
- Undertake a weekly review of the waiting list to ensure patients are treated by clinical priority and wait time.
- Collate and circulate the weekly admissions planner for clinical and managerial staff.
- Keep comprehensive records of any cancelled and rescheduled theatre sessions.
- Produce the cancellations spread sheet on a daily basis.
- Collate, input, interpret, analyse, and extract data for audit/presentations to be used by clinicians/managers as and when requested.
- Plan and maintain one year in advance theatre sessions, pre-assessment, and operating schedule to achieve wait time targets.
PLEASE SEE JD/PS FOR FULL JOB DUTIES
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.
- Flag up and report overseas visitors for payment.
- Retrieve and validate missing NHS numbers card and investigate errors.
- Participate in regular team meetings and other relevant meetings e.g. Patient Access.
- Assist in the maintenance of stationery stock.
- Organise and prioritise workload with minimal supervision.
Central Admissions
- 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.
- Book transport as and when necessary and communicate with transport office any changes when rebooking a patients appointment.
- Organise the day-to-day running of the in-patient waiting list proposing and agreeing changes/additions to the theatre lists working closely with clinicians and managers as appropriate.
- Ensure that all patients on the waiting list are validated to promote an effective management of the Trusts 18 weeks pathway.
- Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 weeks in advance with line manager and Clinicians.
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Liaise with theatre staff, clinicians, anaesthetists and Service Manager to ensure lists are fully utilised.
- Liaise with medical staff regarding waiting lists and theatre list. Assist in organising any special requirements as and when needed.
- Undertake a weekly review of the waiting list to ensure patients are treated by clinical priority and wait time.
- Collate and circulate the weekly admissions planner for clinical and managerial staff.
- Keep comprehensive records of any cancelled and rescheduled theatre sessions.
- Produce the cancellations spread sheet on a daily basis.
- Collate, input, interpret, analyse, and extract data for audit/presentations to be used by clinicians/managers as and when requested.
- Provide patient information to GP practices, also to liaise with GPs regarding results, special needs and concerns.
- Plan and maintain one year in advance theatre sessions, pre-assessment, and operating schedule to achieve wait time targets.
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.
- Book transport as and when necessary and communicate with transport office any changes when rebooking a patients appointment.
- Organise the day-to-day running of the in-patient waiting list proposing and agreeing changes/additions to the theatre lists working closely with clinicians and managers as appropriate.
- Ensure that all patients on the waiting list are validated to promote an effective management of the Trusts 18 weeks pathway.
- Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 weeks in advance with line manager and Clinicians.
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Liaise with theatre staff, clinicians, anaesthetists and Service Manager to ensure lists are fully utilised.
- Liaise with medical staff regarding waiting lists and theatre list. Assist in organising any special requirements as and when needed.
- Request medical records and x-rays prior to pre-assessment.
- Undertake a weekly review of the waiting list to ensure patients are treated by clinical priority and wait time.
- Collate and circulate the weekly admissions planner for clinical and managerial staff.
- Keep comprehensive records of any cancelled and rescheduled theatre sessions.
- Produce the cancellations spread sheet on a daily basis.
- Collate, input, interpret, analyse, and extract data for audit/presentations to be used by clinicians/managers as and when requested.
- Plan and maintain one year in advance theatre sessions, pre-assessment, and operating schedule to achieve wait time targets.
PLEASE SEE JD/PS FOR FULL JOB DUTIES
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.