Job summary
The post holder will be the point of contact for all administrative issues relating to patients' pathway of care. The post holder will work as part of a multi-disciplinary team and will provide support in the proactive management of the patient pathway from referral to discharge, ensuring the entire pathway is managed smoothly.
Main duties of the job
1. Process and log all referrals, including paper and Choose and Book, in line with Trust Access Policy and speciality SOP.
2. Schedule new and follow up appointments with the most appropriate clinician, ensuring that capacity is proactively and efficiently used, escalating issues as required to the Admin Manager/Team Leader
3. Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested, including those carried out at other Trusts.
4. Assist in the co-ordination of appointments and procedures at other hospitals and organisations, where required
About us
Developmentand staff wellbeing
Your growthand personal happinessmattersto us.After all, we can't expect the best from you if we don't invest in your development and nurture your wellbeing.From the moment you join us, we're committed to fostering your professional and personal development within a supportive, empowering environment. Whether you're just starting your career or looking to advance further, we provide you with the tools and opportunities you need to succeed.We actively support colleagues to take part in research, quality improvement and innovation, whatever their role or level in the organisation.
To support your wellbeing, we offer an extensive range of resources, including an on-site staff nursery at Kingston Hospital, wellbeing practitioners, regular wellbeing classes, dedicated staff physiotherapist, comprehensive occupational health services, 24/7 employee assistance programme, and a range of other support and activities.
We also take every opportunity to thank and recognise the work our teams do, through weekly 'shoutouts' and patient feedback, monthly and annual awards.
Wherever you work across our organisation, we look forward to welcoming you.
Job description
Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Job description
Job responsibilities
***Please see the attached supporting document/s which contains more information about the role in the job description and person specification***
Please ensure your supporting statement aligns with the job description and person specification, as your application will be assessed against these criteria.
Person Specification
Qualifications
Essential
- Educated to A-level, or NVQ Level 3 in Business
- Administration/Customer Care or acquired equivalent experience
- Customer services qualification via an Apprenticeship (This role offers a mandatory enrolment to gain this qualification).
- GCSE or equivalent in English and Maths, grades A-C
Desirable
- Computer Literacy Course e.g. ECDL
Experience
Essential
- IT systems and patient data systems Experience of using full range of IT systems and patient data systems
- Experience of using Microsoft Office, including Word and Excel
- Experience of working in a multi-disciplinary team
- Experience of handling complaints
- Exceptional customer service background
Desirable
- Experience of working in the NHS or healthcare setting
- Experience of using digital dictation systems
- Experience of scheduling outpatient appointments and/or admissions
- Experience of working in a healthcare setting
- Previous call centre / call handling experience
Skills
Essential
- Accurate data entry, typing and checking skills
- Ability to produce letters / reports using Word and Excel
- Excellent interpersonal skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Ability to plan, prioritise and delegate workload
- Manage and interpret data correctly to inform decision making
- Pays attention to detail
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable
- Conflict resolution skills
Knowledge
Essential
- Understanding of patient priorities and performance targets related to appointments and waiting times
- Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
Desirable
- Understanding of Primary Care, GP and community services
- Basic knowledge of medical terminology
- In depth understanding of medical technology appropriate to specialism
- Good knowledge of speciality specific patient pathways
- Thorough knowledge of healthcare administrative systems and processes
Other
Essential
- Ability to work for long periods on computer
- Ability to maintain a professional approach at all times
- Ability to follow and work to policies and protocols
- Reliable and adaptable
Person Specification
Qualifications
Essential
- Educated to A-level, or NVQ Level 3 in Business
- Administration/Customer Care or acquired equivalent experience
- Customer services qualification via an Apprenticeship (This role offers a mandatory enrolment to gain this qualification).
- GCSE or equivalent in English and Maths, grades A-C
Desirable
- Computer Literacy Course e.g. ECDL
Experience
Essential
- IT systems and patient data systems Experience of using full range of IT systems and patient data systems
- Experience of using Microsoft Office, including Word and Excel
- Experience of working in a multi-disciplinary team
- Experience of handling complaints
- Exceptional customer service background
Desirable
- Experience of working in the NHS or healthcare setting
- Experience of using digital dictation systems
- Experience of scheduling outpatient appointments and/or admissions
- Experience of working in a healthcare setting
- Previous call centre / call handling experience
Skills
Essential
- Accurate data entry, typing and checking skills
- Ability to produce letters / reports using Word and Excel
- Excellent interpersonal skills
- Ability to communicate effectively with people at all levels
- Ability to use own judgement to resolve problems and queries competently, including those of a sensitive and confidential nature
- Ability to plan, prioritise and delegate workload
- Manage and interpret data correctly to inform decision making
- Pays attention to detail
- Ability to initiate & coordinate change to own working practices
- Excellent IT skills
Desirable
- Conflict resolution skills
Knowledge
Essential
- Understanding of patient priorities and performance targets related to appointments and waiting times
- Demonstrate a good working knowledge of computer systems and be capable of using Microsoft Office applications
Desirable
- Understanding of Primary Care, GP and community services
- Basic knowledge of medical terminology
- In depth understanding of medical technology appropriate to specialism
- Good knowledge of speciality specific patient pathways
- Thorough knowledge of healthcare administrative systems and processes
Other
Essential
- Ability to work for long periods on computer
- Ability to maintain a professional approach at all times
- Ability to follow and work to policies and protocols
- Reliable and adaptable
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.
.jpg){kind=logo}
.png){kind=logo}
