London North West University Healthcare NHS Trust

Nurse-Led Outpatients Administrator - Urology

This job is now closed

Job summary

As an administrator for nurse led clinics in Urology, you will:

Put patient care first.

We are looking for a co-ordinator to enhance our patients journey and experience in our department.

Meet the needs of every individual. Use your organisational skills to make a positive impact.

If you are interested in high standards of patient care, have good communication skills and are highly motivated you would enjoy working within this team. It would be desirable that you would have already had some experience within the healthcare profession, due to the demands and workload of our department.

Main duties of the job

To provide comprehensive administration services to support all functions of the nurse-led clinics mainly with the Day care activities within Urology department.

The post holder will be required to undertake a range of tasks, including effective appointment booking, accurate data input on the relevant clinical system, processing of referrals, uploading and processing of clinical information, and involvement in Service improvement projects particularly that involves with the nursing team on an ad hoc basis. The post holder is required to ensure that all duties are carried out to a high professional standard whilst delivering a friendly, patient centred service.

About us

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

We run major acute services at:

Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
St Mark's Hospital: an internationally renowned specialist centre for bowel disease
Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.

Date posted

06 August 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£27,129 to £28,649 a year pro rata pa Inclusive of High Cost Area Supplement

Contract

Permanent

Working pattern

Full-time

Reference number

337-NP-8063AC

Job locations

Northwick Park Hospital

Watford road, Harrow

HA1 3UJ

Job description

Job responsibilities

To communicate with a wide range of people, including patients, carers, GPs, clinicians, work colleagues and other professionals on a range of matters on a daily basis. This communication could be verbal, written, or electronic.

To provide an efficient appointment booking service to patients/carers with appropriate recording of information on the acute clinical system as per operational procedures.

Liaison with clinical teams and clinical managers for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision.

To ensure that all telephone enquiries are handled politely and sympathetically in a professional manner, ensuring that all messages are passed on to the appropriate person in a timely and accurate way.

To deal with incoming calls, communicating information to patients, relatives, and the general public in a calm professional manner consistent with Trust policies and procedures, whilst presenting a positive image of the service.

To follow the trust standard process when booking appointments for patients, ensuring that the patient is offered an appointment with an appropriate clinician and choice of location where possible, recording the appointment on the clinical system as per operational procedure.

Retrieval of voicemail messages and emails on a daily basis, ensuring appropriate redirection or escalation in a timely manner.

To send appointment notifications and reminders to patients using appropriate communication methods as outlined in the operational policy, including e-mail, letter, and text messaging via the clinical system.

To send discharge letters and other correspondence to patients and referrers as necessary.

To escalate patient complaints to the line manager if the patients issues cannot be resolved.

Regularly inform referrers and patients of current service waiting times and escalate any issues as necessary.

To manage challenging conversations with patients when informing them of necessary appointment cancellations.

Please see attached Job Description and Person Specification for full duties and responsibilities