Outpatients Administrator & Receptionist

Job summary

Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative service

Record all outpatient attendances (cashing-up) on the Patient Access System

Book follow-up appointments, discharge back to the GP and/or add to waiting lists

File documents according to Information Governance policy

Communicate with patients, visitors and staff in a professional and courteous manner

Communicate effectively using all available forms of communication

Maintain an uncluttered, tidy and hygienic and sanitary work area including cleaning and wiping of surfaces

Support the Service Manager and Supervisors in developing a patient focused service

Main duties of the job

Book patient follow-up appointments

Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets

Record outpatient attendances on Cerner and chase the clinicians for Did Not Attends (DNAs) and Could Not Waits (CNWs) within stipulated timeframes to ensure that the Trust receives appropriate funding

Ensure all patient information is complete and up to date on the Trust PAS

Identify, investigate and correct PAS discrepancies ensuring GP and personal contact details are accurate and up to date

Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards

Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff

Be a calm, supportive, flexible and adaptable member of the team

Deal with all enquiries in a professional and co-operative manner

Respond politely but firmly with people behaving antisocially and report any verbal abuse

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.