Outpatients Administrator

Job description

Job responsibilities

DUTIES AND RESPONSIBILITIES

Communication and relationship skills

1. The post holder must be able to communicate complex information about appointments schedules to patients.

2. Communicate with patients who may be anxious, angry, or upset.

3. Deal compassionately with distressing situations.

4. Liaise with other members of staff regarding case notes and patients visits.

5. Always maintain patient confidentially.

6. Work as part of a team.

7. Exchange information verbally and non-verbally around patients notes and appointments.

Analytical and Judgmental skills

1. Resolve issues arising in own role, such as cancellation of patient appointments.

2. Use own initiative to liaise with clinical staff where necessary regarding patient`s queries.

3. Use patient information systems to assists patients and staff with solving issues.

4. Assess patient`s demographic details and alert management if they do not reach eligibility criteria for treatment in the NHS.

Planning and Organisational skill

1. Plan patient`s consultation and blood appointments.

2. Ensure that annual leave does not occur at the same time as colleagues.

3. Update patient systems with alteration of appointments.

Physical skills

1. Work in patient information systems, requiring standard keyboard skills.

2. Use office equipment including PC, fax machines, printers, and phones.

Responsibility patient/client care

1. Provide comprehensive advice to patients/relatives regarding appointments.

2. Signpost patients to other areas of the hospital.

Responsibility policy and service development

1. Follow all relevant policy and legislation.

2. Work collaboratively with colleagues to ensure policies are adhered to.

Responsibilities human resources

1. To provide induction/support to new post holders.

2. Demonstrate workplace routines to less experienced members of staff.

Responsibility information resources

1. Update patient demographic details in patient information systems.

2. Enter patient appointments and outcomes in patient information systems.

3. Print patient identification labels.

4. Print out daily clinic list.

Freedom to Act

1. Post holder is expected to follow all relevant protocols, SOP`s, and standard practice.

2. Administrative manager is available as point of reference for any queries and will meet regularly with staff.

3. Plan and organise own time and workload activity with prioritisation.

4. Use own initiative to solve problems and answer staff and patient enquiries.

Physical Effort

1. Periods of time spent sitting at keyboard to input information.

Mental Effort

1. Concentration is required when making appointments and entering data on patient information systems.

2. Constant interruptions from phone calls, patients presenting at reception and demands from other members of staff.

3. Unpredictable pattern of working due to arrival of unplanned patients, staff absence and patient illness.

Emotional Effort

1. Direct interaction with patients suffering from terminal illness.

2. Receiving phone calls from family members informing of the death or deterioration of patients.

3. Frequent exposure to distressed patients who are upset or angry.

Working conditions

1. Continuous use of VDU for patient management.

2. Very busy reception area.

3. Frequent exposure to physically ill patients in waiting area.

Person Specification

Qualifications

Essential

• NVQ level 3, equivalent qualification, or experience.

Desirable

• Diploma or equivalent experience.
• EDCL or equivalent.

Experience

Essential

• Experience of administrative or clerical work including a customer-facing dimension

Desirable

• Experience of working within the national health service.

Skills

Essential

• Excellent communication and interpersonal skills
• Good telephone manner
• Attention to detail
• IT literate

Desirable

• Familiarity with Microsoft office applications.

Knowledge

Essential

• Knowledge of booking patient appointments and data recording systems

Desirable

• Knowledge of medical terminology.
• Evidence of recent training.

Values

Essential

• Ability to demonstrate the organisational values and behaviours.

Other

Essential

• Committed to delivering high standards of patient/ customer care.
• Empathetic and caring.
• Professional outlook and positive attitude.
• Honest and trustworthy.
• Available to work flexibly/ weekends/short notice.

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.

Employer details

Employer name

The Christie NHS FT

Address

Outpatients - E00021

Manchester

M20 4BX

Employer's website

https://www.christie.nhs.uk/ (Opens in a new tab)