Job summary
*** Previous applicants need not apply
This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Birmingham Community Healthcare Foundation Trust Community Dental Services have an exciting vacancy for a Patient Services Administrator, working our Dental Outreach Clinic in Boots the Chemist in Birmingham City Centre.
The role provides administrative support to our patients. From booking appointments, issuing letters, and answering patient queries to co-ordinating outpatient clinics and supporting our clinical colleagues.
Main duties of the job
To work within one of four Specialty Management Groups providing a comprehensive, efficient and effective administrative service in order to meet the Trusts patient waiting time targets and enhance patient experience.
To work flexibly within the dental team providing high quality dental care for a wide spectrum of patients.
The post holder will carry out clerical and administrative duties to ensure the efficient operation of the dental service. The post holder will be responsible for the management of their own workload and will be expected to develop and maintain up to date knowledge of all services within Specialty Management Groups which will enable them to deal with any service related queries.
This is a multi-skilled and multi-tasked role therefore the post holder will be expected to be flexible and rotate with other team members thereby ensuring cover across other Specialty Management Groups as and when required.
About us
IMPORTANT
- Please ensure you check your Trac account regularly as this is how we will communicate with you during the shortlisting and selection process
- Please ensure all sections of the application form are completed fully. Please particularly ensure that you provide full details of all referees including BUSINESS EMAIL ADDRESS, telephone contact details and postal address
Be Part of Our Team...
BCHC has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehab Centre and one of Europe's leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.
Job description
Job responsibilities
Responsible for
Line management: none
They will assist any new or temporary member of reception staff with an understanding of the duties required and ensure that all reception processes are adhered to at all times.
The post holder will be responsible for handling cash from patients as required and ensure that the cash process is adhered to within each clinic.
Main Duties
- First point of contact for all service users and visitors to the clinic reception greeting in a professional and friendly manner and notify the appropriate person of individuals arrival.
- Responsible for the management of clinics and waiting lists within their Specialty Management Group.
- Prepare and update clinical records for all patients booked within Dental Services ensuring that appropriate records such as referral letters are attached/ scanned appropriately in accordance with Trusts Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to appointments. Prepare clinics in advance by printing day lists, pulling out the complete patient records e.g. radiographs, referral etc.
- Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
- To handle any face to face and telephone queries or complaints and escalate as and when necessary. This could include booking appointments for the out of hours service.
- Responsible for the management and booking of appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS).
- Responsible for contacting patients who have not attended their appointments in order to ascertain the reason why and re-book a new appointment, if appropriate, within the agreed targeted timescales. This would also include the production and action of any associated correspondence.
- Responsible for carrying out any clinic changes/cancellations on the PAS system in accordance with Dental Services Standing Operating Procedures (SOPs).
- Booking and/or re-scheduling of both new and follow up appointments from the relevant waiting list and within the appropriate clinic rules and timescales in accordance with Dental Services Standing Operating Procedures (SOPs). This will include both making calls to patients/carers as well as receiving calls, confirming details in writing and recording on the PAS system.
- Supporting the Dental Services on national targets e.g. 18 week Referral to Treatment (RTT).
- Ensure patients are offered a choice of appointment in line with national guidance, wherever possible. Establishing if patients require interpreting services following SOPs as appropriate.
- Ensure that all patients outcomes are updated on the EDR at the end of each day. Ensure all sessions are cashed up at the end of the day.
- Liaise with transport and interpreting services when required and escalate any issues to the appropriate staff.
- Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity. This will include clinic utilisation, reasons for non-attendance, rescheduling clinics, as well as signposting patients as appropriate.
- Ensuring all referrals e-mail and letters are date-stamped and registered on PAS within 24 hours of receipt within Dental Services to ensure triage is arranged within the clinic guidance.
- Ensure all clinical and non clinical correspondence is date stamped and pass to the appropriate staff member.
- Responsible for collecting missing demographics details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation.
- Ensure that all clinics slots are fully utilised to avoid wasted capacity, where clinics are underutilised informing the Team Leader for appropriate action.
- Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by clinicians, are offered appropriate revised appointment dates over the telephone in accordance with 18-week rules.
- Ensure all short-notice rescheduling of appointments are entered onto PAS and followed up with a telephone confirmation with the patient/carer.
- Ensure accurate data inputting of clinic activity onto PAS in line with Dental Services Standing Operating Procedures (SOPs) and Divisional/Trust targets.
- Liaise with clinicians regarding any queries with data quality to ensure accurate data is recorded i.e. procedure code forms and out coming of appointments.
- Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes.
- Provide general non clinical information to patients and staff while maintaining confidentiality.
- Participate in the rotational tasks across Specialty Management Groups which includes ensuring all telephone lines are appropriately covered by staff at all times.
- Monitor and validate local waiting lists and bring patients appointments forward when possible
- Actively contribute to the development and delivery of local Standard Operating Procedures (SOPs).
- To be involved in, and to undertake, in accordance with Data Protection Act and Caldicott Principles, are adhered to at all times.
- Partaking in an annual appraisal and agreeing a personal development plan which will include: attending all mandatory training and participating in meetings as appropriate.
- To take part in any pilots/trials of technology/audits in relation to clinic activity collection.
- Create clinical records for all new patients.
- Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy.
- Assist the Team Leaders with updating and archiving clinical records and patient administration systems following notification of death. This will also involve technical updates in EDR and PAS.
- General Administrative tasks as required, which would include; printing, copying and scanning. Please note this is not an exhaustive list.
- Management of departmental e-mail account.
- Where identified, assist new employees or work experience placements with on the job training or shadowing for administration tasks related to the role. (Placements may be patients, volunteers, school leavers etc.).
- Post holder will follow the escalation policy (part of SOP) to ensure that any issues with clinic times, waits, data inputting are raised with the Team Leader/Specialty Manager at all times.
- Using own initiative to complete duties and escalate when unable to do so.
Financial duties
- Take payment (cash, card or cheque) from patients for their treatment and provide a receipt. Record details of transaction in the red cash book as per SOP
- Check cash tin every morning before the clinic begins to ensure it balances and then to balance the cash tin at the end of each day keeping a record of this in the red cash book.
- Raise any discrepancies with the line manager as soon as possible.
- Being responsible for preparing payments for collection by G4S.
Job description
Job responsibilities
Responsible for
Line management: none
They will assist any new or temporary member of reception staff with an understanding of the duties required and ensure that all reception processes are adhered to at all times.
The post holder will be responsible for handling cash from patients as required and ensure that the cash process is adhered to within each clinic.
Main Duties
- First point of contact for all service users and visitors to the clinic reception greeting in a professional and friendly manner and notify the appropriate person of individuals arrival.
- Responsible for the management of clinics and waiting lists within their Specialty Management Group.
- Prepare and update clinical records for all patients booked within Dental Services ensuring that appropriate records such as referral letters are attached/ scanned appropriately in accordance with Trusts Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to appointments. Prepare clinics in advance by printing day lists, pulling out the complete patient records e.g. radiographs, referral etc.
- Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
- To handle any face to face and telephone queries or complaints and escalate as and when necessary. This could include booking appointments for the out of hours service.
- Responsible for the management and booking of appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS).
- Responsible for contacting patients who have not attended their appointments in order to ascertain the reason why and re-book a new appointment, if appropriate, within the agreed targeted timescales. This would also include the production and action of any associated correspondence.
- Responsible for carrying out any clinic changes/cancellations on the PAS system in accordance with Dental Services Standing Operating Procedures (SOPs).
- Booking and/or re-scheduling of both new and follow up appointments from the relevant waiting list and within the appropriate clinic rules and timescales in accordance with Dental Services Standing Operating Procedures (SOPs). This will include both making calls to patients/carers as well as receiving calls, confirming details in writing and recording on the PAS system.
- Supporting the Dental Services on national targets e.g. 18 week Referral to Treatment (RTT).
- Ensure patients are offered a choice of appointment in line with national guidance, wherever possible. Establishing if patients require interpreting services following SOPs as appropriate.
- Ensure that all patients outcomes are updated on the EDR at the end of each day. Ensure all sessions are cashed up at the end of the day.
- Liaise with transport and interpreting services when required and escalate any issues to the appropriate staff.
- Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity. This will include clinic utilisation, reasons for non-attendance, rescheduling clinics, as well as signposting patients as appropriate.
- Ensuring all referrals e-mail and letters are date-stamped and registered on PAS within 24 hours of receipt within Dental Services to ensure triage is arranged within the clinic guidance.
- Ensure all clinical and non clinical correspondence is date stamped and pass to the appropriate staff member.
- Responsible for collecting missing demographics details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation.
- Ensure that all clinics slots are fully utilised to avoid wasted capacity, where clinics are underutilised informing the Team Leader for appropriate action.
- Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by clinicians, are offered appropriate revised appointment dates over the telephone in accordance with 18-week rules.
- Ensure all short-notice rescheduling of appointments are entered onto PAS and followed up with a telephone confirmation with the patient/carer.
- Ensure accurate data inputting of clinic activity onto PAS in line with Dental Services Standing Operating Procedures (SOPs) and Divisional/Trust targets.
- Liaise with clinicians regarding any queries with data quality to ensure accurate data is recorded i.e. procedure code forms and out coming of appointments.
- Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes.
- Provide general non clinical information to patients and staff while maintaining confidentiality.
- Participate in the rotational tasks across Specialty Management Groups which includes ensuring all telephone lines are appropriately covered by staff at all times.
- Monitor and validate local waiting lists and bring patients appointments forward when possible
- Actively contribute to the development and delivery of local Standard Operating Procedures (SOPs).
- To be involved in, and to undertake, in accordance with Data Protection Act and Caldicott Principles, are adhered to at all times.
- Partaking in an annual appraisal and agreeing a personal development plan which will include: attending all mandatory training and participating in meetings as appropriate.
- To take part in any pilots/trials of technology/audits in relation to clinic activity collection.
- Create clinical records for all new patients.
- Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy.
- Assist the Team Leaders with updating and archiving clinical records and patient administration systems following notification of death. This will also involve technical updates in EDR and PAS.
- General Administrative tasks as required, which would include; printing, copying and scanning. Please note this is not an exhaustive list.
- Management of departmental e-mail account.
- Where identified, assist new employees or work experience placements with on the job training or shadowing for administration tasks related to the role. (Placements may be patients, volunteers, school leavers etc.).
- Post holder will follow the escalation policy (part of SOP) to ensure that any issues with clinic times, waits, data inputting are raised with the Team Leader/Specialty Manager at all times.
- Using own initiative to complete duties and escalate when unable to do so.
Financial duties
- Take payment (cash, card or cheque) from patients for their treatment and provide a receipt. Record details of transaction in the red cash book as per SOP
- Check cash tin every morning before the clinic begins to ensure it balances and then to balance the cash tin at the end of each day keeping a record of this in the red cash book.
- Raise any discrepancies with the line manager as soon as possible.
- Being responsible for preparing payments for collection by G4S.
Person Specification
Qualifications
Essential
- GCSE/CSE level C or equivalent in Mathematics and English or equivalent administrative experience
- RSA 2 or equivalent in typing or word processing. RSA 2 or equivalent experience in typing
- Level 3 NVQ in Business Administration or equivalent administrative experience.
Experience
Essential
- Previous administrative experience.
- Previous experience of working with the general public.
- Experience of working with a wide range of professionals
Skills/Knowledge
Essential
- Excellent communication and organisational skills
- Excellent keyboard skills
- Evidence of extensive use of computer programmes; Outlook, Microsoft Office, Excel
- Ability to work as a member of a team.
- Ability to use own initiative and prioritise workload in a methodical approach to work.
- Outstanding Customer Service Skills
- Ability to suggest and implement new procedures.
- Ability to follow tasks through to completion.
- Ability to work under pressure.
Desirable
- Knowledge of information systems i.e. PAS, RiO
Other job requirements
Essential
- Ability to travel between clinics to cover when required.
Personal Qualities
Essential
- Able to work on own initiative and be self-motivated
Person Specification
Qualifications
Essential
- GCSE/CSE level C or equivalent in Mathematics and English or equivalent administrative experience
- RSA 2 or equivalent in typing or word processing. RSA 2 or equivalent experience in typing
- Level 3 NVQ in Business Administration or equivalent administrative experience.
Experience
Essential
- Previous administrative experience.
- Previous experience of working with the general public.
- Experience of working with a wide range of professionals
Skills/Knowledge
Essential
- Excellent communication and organisational skills
- Excellent keyboard skills
- Evidence of extensive use of computer programmes; Outlook, Microsoft Office, Excel
- Ability to work as a member of a team.
- Ability to use own initiative and prioritise workload in a methodical approach to work.
- Outstanding Customer Service Skills
- Ability to suggest and implement new procedures.
- Ability to follow tasks through to completion.
- Ability to work under pressure.
Desirable
- Knowledge of information systems i.e. PAS, RiO
Other job requirements
Essential
- Ability to travel between clinics to cover when required.
Personal Qualities
Essential
- Able to work on own initiative and be self-motivated
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
