Job responsibilities
Who are we?
Newmedica are one of the leading providers of NHS and private 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, we have been certified as a Great Place to Work. This is a global benchmark that recognises employers who create an outstanding employee experience.
Role Summary
The Patient Administration Manager is responsible for overseeing the Patient Administrative Team, ensuring the smooth and efficient operation of administrative functions across all Newmedica Bristol locations. The primary objective of this role is to optimise clinic and theatre utilisation in collaboration with the Clinical Services Manager, while upholding the highest standards of patient care and customer service.
The Patient Administration Manager will drive operational excellence, support service development initiatives, and foster a culture of trust, collaboration, and continuous improvement among staff, patients, and stakeholders.
Key Responsibilities
Operational Management
- Responsible for the daily patient administration and operational efficiency of Newmedica Bristol, ensuring compliance with standards set by the Senior Management Team
- Oversee waiting lists across all sites, ensuring patients are scheduled within clinical timescales
- Work closely with the Clinical Services Manager to align clinic schedules with demand, ensuring sufficient capacity to meet service needs
- Work closely with the Head of Surgical Services to align theatre schedules with demand, ensuring sufficient capacity to meet service needs
- Full understanding and utilisation of internal software including OPERA, ePR systems, CPM and OpenEyes, to manage all aspects of the patient journey
- Responsible for accurate recording and scheduling of the patient admin team on Find My Shift (FMS)
- Manage and enhance patient communication standards, ensuring interactions across all mediums meet established KPIs
- Review and align KPIs in line with business objectives and team performance capacity
- Serve as the first point of contact for administrative and communication related complaints, ensuring timely resolution in line with company policy, including raising InPhase incident when required.
- Provide accurate and timely reports, utilising tools such as PowerBI including:
oReferrals received and break down in sub-specialities
oDiary capacity forecast for clinics and theatre
oWeekly waiting list management reports to track Referral to Treatment (RTT) compliance.
oMonthly RTT performance reports.
oWeekly Inter-Provider Transfer reports to partner organisations.
- Manage patient transfers in accordance with Inter-Provider Transfer agreements, ensuring prioritisation based on waiting times when required.
- Responsible for completion of month-end administrative clean-up processes, ensuring data integrity for Electronic Patient Records (ePR Open Eyes).
- Drive continuous improvement by developing and refining administrative processes to meet evolving service needs.
- Collaborate with the Head of Business to implement new service delivery initiatives.
- Manage Indicative Wait Times (IWT) ensuring short waiting times are maintained communicated through the official channels.
- Lead and guide the private patient team ensuring:
oPrivate clinics and theatre lists are managed in line with requirements of the individual clinician and sub-specialty
oCommunication with patients via phone, letter, email, and face to face is prompt, polite, and effective
oPrivate payments are processed and recorded correctly for both self-pay and PMI and correct processes followed
oCorrect and timely management of special lens ordering and processes
oEnd of month reporting is accurate and on time
- Supporting the Senior Management Team with growth initiatives for both NHS and Private
- Management of the private patient referral pathways driving private referrals
- Reporting on performance of private patient revenue, sub-speciality, trends etc.
- Ensure compliance with contractual service requirements, including preparation and submission of quality and activity reports i.e. SQPR reports
People Management & Leadership
- Lead, mentor, and develop all reporting positions outlined in the role structure, fostering a high-performance culture aligned with Newmedicas values and strategic goals.
- Manage administrative team scheduling to ensure adequate staffing levels that support service demands.
- Conduct sickness reviews and manage absences in accordance with company policy, escalating issues to the Head of Business when necessary.
- Responsible for the recruitment, onboarding, and development of administrative staff.
- Drive continuous professional development through training, appraisals, and performance management.
- Identify and implement training programs to address knowledge gaps and enhance team capabilities.
- Build and maintain strong working relationships with internal teams, colleagues, and external stakeholders, ensuring effective collaboration and service excellence.
- Deputise for the Head of Business when required.
- Any other duties as required
Governance
- Implement all applicable company policies, procedures and protocols to meet Care Quality Commission Fundamental Standards and to promote best practice, including complying with the Caldicott Principles and the Data Protection Act 1998, specifically with regards to:
oPatient Confidentiality responsible for all clinical records being maintained in line with GDPR legislation
oHealth & Safety ensure that all health and safety concerns raised regarding clinics are reported according to the escalation process
oInfection Control ensure that prescribed cleaning regimes are adhered to at all times
oEquality and Diversity ensure that team members are following guidance and policies in line with Newmedica policy
- Promote optimum patient safety at all time
- Promote and display compliance with established best practice
- Support any operational and clinical audit activities
- Represent Patient Administration related topics to the service integrated clinical governance meetings, with the preparation of performance data.
- Provide timely and accurate reports to Integrated Care Boards (ICB) and Head Office.
