Reception/ Administrator

Job summary

• Work as part of the Multi-disciplinary team, providing an efficient administrative service
• Complete admin duties as required
• Booking Cardiology diagnostic appointments
• 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
• Support the Managers and Team leaders in developing a patient focused service

Main duties of the job

• Book outpatient/ diagnostic 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
• Ensure all patient information is complete and up to date on the Trust PAS
• Identify, investigate and correct PAS discrepancies
• 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
• Redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
• Provide non-clinical advice and guidance regarding appointments
• Process patient data and appointments using the Trust Patient Access System (PAS)
• Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
• Redistribute and file appropriate documents according to Information Governance policy
• Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
• Be a proactive problem solver and encourage team-wide problem solving

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.