Patient services Administrator

Job description

Job responsibilities

KEY ACCOUNTABILITIES

To provide administrative support as necessary to clinicians, including booking and organising clinics in an appropriate manner to meet their needs;

To register patients on the in-house Patient Administration System (PAS), inputting patient demographics in an accurately and timely fashion to avoid duplication;

To ensure all bookings made or amended via the NHS Electronic Referral System (ERS aka chose and book) are appropriately booked or amended on the CMH PAS, including ensuring all information is complete and in line with any local or national NHS policies applicable at the time;

To manage all new non-ERS referrals, including paper, fax or email, and ensure they are booked in line with applicable local or national NHS policies.

Ensure all administrative tasks associated with new NHS referrals are completed in a timely fashion, including but not limited to order images and making up new patient medical records

Ensure that where any information that is required to form part of a referral, including MDS, referral form or data that forms part of any applicable Policies of Low Clinical Value (PLCV)

Ensure day to day management of the CMH NHS ERS system including resolving Appointment Slot Issues (ASIs), Appointment Booking Issues (ABIs) and other patient problems

Esclating as appropriate any CMH NHS ERS issues that occur and ensure that these are resolved in a timely fashion;

Ensure that all follow-up bookings are made as appropriate whether these are for independent clinicians or inputted into the PAS from booking made by a 3rd party organisation.

Ensure appropriate checks are undertaken on all outpatient clinics and any issues likely to impact upon the smooth running of the clinic is resolved, including that the MDS is complete, gaps in timings are closed (where possible) and double bookings are resolved. This includes ensuring any 3rd party booked clinics are booked as appropriate.

Ensure any local or national PLCV policies are adhered to any any requisite actions are followed, including seeking authorisation / approval as appropriate.

To liaise with Consultants and their secretaries regarding patient queries and urgent messages

To liaise with Consultants and their secretaries regarding patient queries and urgent messages

To collect outpatient mail from the post room and ensure it is actioned in a timely manner

To cancel and rearrange clinics on behalf of the Consultants, re-booking their patients for them

To complete follow up action after each appointment as indicated on the outcome sheet, for example: make a follow up appointment / discharge back to GP

To assist in the provision of cover occasioned by sickness, holidays or unplanned absence in the outpatient department

To provide any assistance as patients require whether through email, letter or telephone

To work with 3rd parties where there is a shared pathway and support the patient pathway through management of including:

Onward transfer of patient (particularity STH), following agreed protocols

Arranging any patient transport or translation services as appropriate

Facilitating funding requests for specific patient needs (e.g. particular diagnostic requirements)

Person Specification

Experience

Essential

• Demonstrable experience of working in a fast paced administration role

Desirable

• Experience of working in a receptionist role
• Experience of working in a healthcare environment
• Experience of interaction with members of the public and Consultants
• Experience of working with Microsoft Office

Qualifications

Essential

• English Language and Mathematics GCSE or equivalent qualification

Desirable

• Educated to A Level Standard or equivalent qualification

Knowledge and skills

Essential

• Demonstrable ability to process data effectively and accurately
• The ability to work in a methodological, systematic way
• The eye for attention to detail
• Excellent IT literacy
• Ability to communicate clearly both verbally and in writing with different disciplines of healthcare staff, including Consultant users
• Demonstrable excellent communication and interpersonal skills
• Ability to priorities and manage own work load
• Ability to work independently and under pressure
• Evidence of a positive attitude towards customer service and care and an ability to define and demonstrate excellence of customer care
• To be of smart appearance to represent the outpatient department within the hospital and to patients
• A team player with a can- do attitude

Desirable

• Evidence of personal development
• Knowledge of healthcare PAS systems
• Previous training in customer service

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

Claremont Hospital

Address

Claremont Hospital

401 Sandygate Road

Sheffield

S10 5UB

Employer's website

https://www.claremont-hospital.co.uk/ (Opens in a new tab)