Job summary
Role overview
We are looking for a new Patient
Administrator to join our Northamptonshire site. This will be 40 hours over 5
days per week, including weekends on a rota basis.
As youd guess from the title this
role involves carrying out different administrative duties and its a varied
role you could be booking patients into their appointments, making and
answering phone calls, sending and replying to emails, managing the post and
sending letters or dealing with enquiries. Our clinics are busy so were
looking for someone who loves working in a fast-paced environment where every
day is different.
We need someone who is incredibly
customer focussed and enjoys meeting and talking to people the thought of eye
surgery can be a daunting prospect for patients to deal with, so all our team
members need to be empathetic and friendly and able to put patients at ease.
Main duties of the job
As a Healthcare
Administrator you would be responsible for:
- Ensuring that
clinics are set up, that patient appointments are fully utilised and that
appointment outcomes are recorded and filed.
- You will be
managing the accuracy of all patient data including liaising with GP surgeries,
clinics and patients and ensuring that Newmedicas electronic patient record is
up-to-date.
- Being the central
point of contact for all telephone queries from both patients and clinic staff.
- Provide support to
Reception work with this role, dependant on service needs, holiday cover etc.
Whilst in this position the focus will include welcoming patients and visitors,
booking patient appointments, producing outcome letters and managing
deliveries. It is also important to ensure the reception and foyer environment
is clean and infection prevention processes are being followed as we all stock
levels of required paperwork and sanitation products are managed.
- Be able to deliver
an effective administrative service to the clinic.
- Booking of
appointments in a timely manner as per the pathways.
- Ensure operational
and clinical governance protocols are maintained.
About us
Who are we?
Newmedica are one
of the leading providers of NHS ophthalmology services in England, providing
outpatients appointments, diagnostic testing and eye surgery. We aim to change
lives through better sight and eye health.
We care for
thousands of NHS and private patients a year in our specialist eye clinics
across the country. We have significant growth plans over the next few years as
we look to establish a national footprint and open many new sites across the
UK.
We are thrilled to
say that following an independently conducted survey of Newmedica colleagues to
tell us what its like to work here, we have been certified as a Great Place to
Work for the second year running. The feedback has directly contributed to Newmedica
being listed among the UKs top 50 Best Workplaces for 2025.
Job description
Job responsibilities
KEY RESPONSIBILITIES
- Co-ordinate on a daily basis all changes required to clinic schedules. This includes updating RotaMaster, EMMA, clinic reports/overview and liaising with the eRS team. Contacting locums, substantive staff to ensure any gaps in the rota are filled.
- To manage the set up and utilisation of clinic diaries
- To book patient appointments, ensuring that clinics are full.
- To make reminder calls to patients before their appointment is due
- Ensure that all clinic correspondence is sent out. Printing and franking letters. Ensuring faxes are received by GPs.
- To act as the central point of contact for all telephone enquiries from patients and clinic staff, resolving or escalating issues as appropriate.
- Maintaining a positive relationship with internal or external staff at every interaction.
- Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.
- Action all clinic cancellations accordingly as instructed. Take responsibility for reinstating clinics as necessary and rebooking all patients.
- Where necessary for training, staffing or other operational purposes, implement changes to clinic start/finish times. Amend slot totals as necessary for restricted/reduced lists.
- Coordinate the daily, weekly and monthly clinic schedules. Manage capacity and demand to achieve target utilisation whilst analysing and monitoring clinic activity. Identify any under or over capacity and escalate to the service manager.
- Review waiting times and action accordingly. Have autonomy to identify if additional clinics are required to reduce wait times and escalate this to the Service Manager. In contrast, identify and escalate to Service Manager where there may be too much capacity and where clinics may no longer be required.
- Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits. Take consideration of fluctuating DNA rates and cancellations.
- Book follow-up appointments at appropriate clinics, wherever possible before the patient leaves the department. Be aware of patients to be booked and manage this list appropriately with consideration of Referral Treatment Times (RTT) and patients due 4 weeks ahead. Consider whether adequate capacity is open to meet this demand.
- Book new and follow-up appointments for outpatients and theatre, giving patients choice but also adhering to clinical team requirements e.g. correct clinic, length of time for follow up.
- To raise awareness and liaise with Referral Management Centres (RMC), Health Practices and Opticians providing weekly Indicative Wait Time (IWT) reports iaw NHS Choices, and service updates.
Job description
Job responsibilities
KEY RESPONSIBILITIES
- Co-ordinate on a daily basis all changes required to clinic schedules. This includes updating RotaMaster, EMMA, clinic reports/overview and liaising with the eRS team. Contacting locums, substantive staff to ensure any gaps in the rota are filled.
- To manage the set up and utilisation of clinic diaries
- To book patient appointments, ensuring that clinics are full.
- To make reminder calls to patients before their appointment is due
- Ensure that all clinic correspondence is sent out. Printing and franking letters. Ensuring faxes are received by GPs.
- To act as the central point of contact for all telephone enquiries from patients and clinic staff, resolving or escalating issues as appropriate.
- Maintaining a positive relationship with internal or external staff at every interaction.
- Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.
- Action all clinic cancellations accordingly as instructed. Take responsibility for reinstating clinics as necessary and rebooking all patients.
- Where necessary for training, staffing or other operational purposes, implement changes to clinic start/finish times. Amend slot totals as necessary for restricted/reduced lists.
- Coordinate the daily, weekly and monthly clinic schedules. Manage capacity and demand to achieve target utilisation whilst analysing and monitoring clinic activity. Identify any under or over capacity and escalate to the service manager.
- Review waiting times and action accordingly. Have autonomy to identify if additional clinics are required to reduce wait times and escalate this to the Service Manager. In contrast, identify and escalate to Service Manager where there may be too much capacity and where clinics may no longer be required.
- Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits. Take consideration of fluctuating DNA rates and cancellations.
- Book follow-up appointments at appropriate clinics, wherever possible before the patient leaves the department. Be aware of patients to be booked and manage this list appropriately with consideration of Referral Treatment Times (RTT) and patients due 4 weeks ahead. Consider whether adequate capacity is open to meet this demand.
- Book new and follow-up appointments for outpatients and theatre, giving patients choice but also adhering to clinical team requirements e.g. correct clinic, length of time for follow up.
- To raise awareness and liaise with Referral Management Centres (RMC), Health Practices and Opticians providing weekly Indicative Wait Time (IWT) reports iaw NHS Choices, and service updates.
Person Specification
Experience
Essential
- What skills and experience do I need?
- We'll provide training so experience isnt always needed, but the following things will be advantageous:
- Previous experience in a customer or patient facing role
- Experience in a busy administrative role
- A competent user of Office 365 programmes
- Tech savvy and comfortable working on new systems e.g. patient record systems
- A good phone manner
- An excellent grasp of the English language both verbally and in written format
Desirable
- Previous healthcare experience.
Person Specification
Experience
Essential
- What skills and experience do I need?
- We'll provide training so experience isnt always needed, but the following things will be advantageous:
- Previous experience in a customer or patient facing role
- Experience in a busy administrative role
- A competent user of Office 365 programmes
- Tech savvy and comfortable working on new systems e.g. patient record systems
- A good phone manner
- An excellent grasp of the English language both verbally and in written format
Desirable
- Previous healthcare experience.
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.
