Job summary
Healthshare Clinic Norwich is part of Healthshare group, a clinically-led organisation who place the patients experience, expectation and outcome at the forefront of every decision.
Our vision is to be the best independent community healthcare organisation in the UK that is trusted by patients, chosen by policy-makers and regarded with pride by all our team. We aim to continually evolve and learn through evidence and experience to help people improve their health.
We are looking for a responsible Patient Administrator to provide an efficient and effective bookings administrative service. For this role, you should be able to handle medical information discretely. Our ideal candidate will have experience in the medical sector however this is not essential.
Main duties of the job
To
provide an efficient and effective bookings administrative service working
within established policies and processes
The
post holder must be able to show initiative and have the ability to multitask
in order to carry out a wide range of patient telephone liaison, administrative
and general duties.
To
ensure an exemplary level of customer service is upheld to patients, consultants
and clinical team
About us
We're an independent healthcare provider, with established roots in muscular-skeletal health and diagnostics, founded by expert NHS clinicians who recognised a way to improve things.
Our approach means that whether it's speed, flexibility, efficiency or quality, every aspect has been carefully considered to surpass expectations. This is why we've been a trusted partner of the NHS for over ten years, and the provider of choice for countless private patients.
We work with integrity. When it comes to collaboratively delivering care, relationships are key. Whether we're interacting with each other, our partners or our patients, we're always open and honest. Every key decision is based on clear process and informed by evidence.
We act with empathy. Everyone who is here, is here because they care about people. We always try and put ourselves in the shoes of whomever we're interacting with and treat people with compassion and consideration.
We inspire with passion. It's hard work, but we absolutely love what we do. There's no room for a half-hearted approach to healthcare, it requires dedication, and that's what everyone here has. A Healthshare employee is enthusiastic, with a verve and panache that inspires others around them.
Benefits:
- 25 days annual leave (plus Bank Holidays) and option to buy/sell
- Private Healthcare (Benenden)
- Company Pension Scheme
- Life Assurance
- Blue Light Card
- Refer a Friend Scheme
- CPD Opportunities
- Wagestream
- Reward Gateway
- Cycle to Work Scheme
- Smart Tech
- EV Car Scheme
Job description
Job responsibilities
- To
provide an efficient and effective bookings service for public and independent
health care services, prioritising workload in accordance with business need.
- To
ensure all work is undertaken to the highest standard and in accordance with
the Key Performance Indicators as specified within the respective underpinning
contract. This will include the management of all administrative tasks and
reports.
- To
answer incoming calls in a professional manner and providing an excellent level
of service to patients
- To
call patients to book initial appointments, Theatre and arrange follow up
appointments
- To
be fully competent in the use of Soliton, System One, ERS, IEP and Patient
Portal
- To
effectively manage the outcome sheets for each service ensuring the
requirements of the consultant are added to system one.
- Manage
room openings on system one as and when required and also any room
cancellations making sure that all patients are notified and Administration
manager is aware.
- Print
theatre list, labels and any post ops or patient information required by
consultant for theatre procedures
- Scan
any results (bloods/diagnostics) or additional paperwork relevant to the
patient to their file
- To
ensure the correct use of work lists including; scheduling, DNA, cancellation,
on hold and flags etc (Soliton).
Awaiting consultation, awaiting diagnostics, FU booked, surgery booked
etc (System One)
- To work collaboratively and provide support with key stakeholders such as Patients, relatives/carers,
Operational Managers and Company Directors, Clinical staff, GPs, Consultants
- To
understand the preparation and special instructions for particular exams /
procedures and to advise the patient accordingly.
- To
be able to manage ERS referrals daily and input patient information correctly
on to the correct system (dependent upon clinical contract referral pathways).
- To
monitor the NHS email accounts and respond to referrals and queries
appropriately with in 24 hours.
- To
build and maintain good relationships with patients, referrers, consultants and
colleagues.
- To
demonstrate exemplary levels of customer care and support other team members as
required ensuring consistent high quality communications.
- To
prioritise workload.
- Assist
Reception team with IEP/Patient portal requests if required
- To
undertake any further duties associated with the position in accordance with
service requirements.
- To liaise with Administration Manager if additional
capacity is required in either Outpatients, Theatre or Diagnostics
- To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.
- To maintain a
healthy and safe working environment for self and colleagues.
- To Inform Administration
Manager of any factors
affecting delivery of service as
soon as they arise.
- To adhere to contract policies and procedures
with regards to booking of patients correctly and into the appropriate clinics.
- To be proactive in terms of ensuring that all clinics are filled to capacity.
- All information concerning patients/clients and staff must be treated as strictly confidential at all times.
- You must maintain a good knowledge of Information Security, Confidentiality and Data protection.
- To actively communicate with your team members to assist service delivery
Confidentiality
- In
the course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect
their privacy and act appropriately
- In
the performance of the duties outlined in this Job Description, the post-holder
may have access to confidential information relating to patients and their
carers. They may also have access to information relating to the Clinic as a
business organisation. All such information from any source is to be regarded
as strictly confidential.
- Information
relating to patients, carers or the business of the Clinic may only be divulged
to authorised persons in accordance with Healthshare policies and procedures
relating to confidentiality and data protection.
Equal Opportunities
- The
post holder must at all times carry out his/her responsibilities with regard to
Healthshare Equal Opportunities Policy.
Health and Safety
- Employees
must be aware of the responsibilities placed upon them under the Health and
Safety at Work Act 1974, to ensure that the agreed safety procedures are
carried out to maintain a safe working environment for patients, visitors and
employees. The post holder will be required to participate in Healthshare
annual Mandatory Training components.
Terms and Conditions of Employment
- This
post is exempt from the Rehabilitation of Offenders Act 1974; this means that
any criminal conviction must be made known at the time of application. The post
will be subject to Disclosure and Barring Service clearance.
Review of this Job Description
- This
job description is intended as an outline of the general areas of activity and
will be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the post
holder.
Job description
Job responsibilities
- To
provide an efficient and effective bookings service for public and independent
health care services, prioritising workload in accordance with business need.
- To
ensure all work is undertaken to the highest standard and in accordance with
the Key Performance Indicators as specified within the respective underpinning
contract. This will include the management of all administrative tasks and
reports.
- To
answer incoming calls in a professional manner and providing an excellent level
of service to patients
- To
call patients to book initial appointments, Theatre and arrange follow up
appointments
- To
be fully competent in the use of Soliton, System One, ERS, IEP and Patient
Portal
- To
effectively manage the outcome sheets for each service ensuring the
requirements of the consultant are added to system one.
- Manage
room openings on system one as and when required and also any room
cancellations making sure that all patients are notified and Administration
manager is aware.
- Print
theatre list, labels and any post ops or patient information required by
consultant for theatre procedures
- Scan
any results (bloods/diagnostics) or additional paperwork relevant to the
patient to their file
- To
ensure the correct use of work lists including; scheduling, DNA, cancellation,
on hold and flags etc (Soliton).
Awaiting consultation, awaiting diagnostics, FU booked, surgery booked
etc (System One)
- To work collaboratively and provide support with key stakeholders such as Patients, relatives/carers,
Operational Managers and Company Directors, Clinical staff, GPs, Consultants
- To
understand the preparation and special instructions for particular exams /
procedures and to advise the patient accordingly.
- To
be able to manage ERS referrals daily and input patient information correctly
on to the correct system (dependent upon clinical contract referral pathways).
- To
monitor the NHS email accounts and respond to referrals and queries
appropriately with in 24 hours.
- To
build and maintain good relationships with patients, referrers, consultants and
colleagues.
- To
demonstrate exemplary levels of customer care and support other team members as
required ensuring consistent high quality communications.
- To
prioritise workload.
- Assist
Reception team with IEP/Patient portal requests if required
- To
undertake any further duties associated with the position in accordance with
service requirements.
- To liaise with Administration Manager if additional
capacity is required in either Outpatients, Theatre or Diagnostics
- To deal effectively and sensitively with all issues relating to patients in an appropriate, factual and confidential manner.
- To maintain a
healthy and safe working environment for self and colleagues.
- To Inform Administration
Manager of any factors
affecting delivery of service as
soon as they arise.
- To adhere to contract policies and procedures
with regards to booking of patients correctly and into the appropriate clinics.
- To be proactive in terms of ensuring that all clinics are filled to capacity.
- All information concerning patients/clients and staff must be treated as strictly confidential at all times.
- You must maintain a good knowledge of Information Security, Confidentiality and Data protection.
- To actively communicate with your team members to assist service delivery
Confidentiality
- In
the course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect
their privacy and act appropriately
- In
the performance of the duties outlined in this Job Description, the post-holder
may have access to confidential information relating to patients and their
carers. They may also have access to information relating to the Clinic as a
business organisation. All such information from any source is to be regarded
as strictly confidential.
- Information
relating to patients, carers or the business of the Clinic may only be divulged
to authorised persons in accordance with Healthshare policies and procedures
relating to confidentiality and data protection.
Equal Opportunities
- The
post holder must at all times carry out his/her responsibilities with regard to
Healthshare Equal Opportunities Policy.
Health and Safety
- Employees
must be aware of the responsibilities placed upon them under the Health and
Safety at Work Act 1974, to ensure that the agreed safety procedures are
carried out to maintain a safe working environment for patients, visitors and
employees. The post holder will be required to participate in Healthshare
annual Mandatory Training components.
Terms and Conditions of Employment
- This
post is exempt from the Rehabilitation of Offenders Act 1974; this means that
any criminal conviction must be made known at the time of application. The post
will be subject to Disclosure and Barring Service clearance.
Review of this Job Description
- This
job description is intended as an outline of the general areas of activity and
will be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the post
holder.
Person Specification
Education and Knowledge
Essential
- General secondary education
Desirable
- Working knowledge and proficient in the use of Office package
Circumstances
Essential
- Flexible in approach to work and availability to work
Qualifications
Essential
- Good general standard of education to GCSE level or equivalent
- NVQ Level 2 or equivalent
Knowledge and experience
Essential
- Previous knowledge and experience of working in a busy office / customer care
- Knowledge of administration / office procedures
- Understanding of the importance of confidentiality
Desirable
- Previous experience in a health care environment
- Awareness of Health and Safety in the workplace
- Experience of using NHS IT systems
Aptitude and abilities
Essential
- Good communication skills both verbal and written
- Good organisational skills
- Ability to prioritise workload
- Attention to detail
- Ability to multi-task
- Ability to work on own initiative
- Ability to work independently and as part of a team
- Good working knowledge of Microsoft Office including Word, Outlook and Excel
- Accurate data entry skills
- Demonstrates ability to be tactful and diplomatic
- Ability to concentrate when being frequently interrupted
Desirable
- Basic understanding of anxiety and fears of patients about to undergo procedures.
Person Specification
Education and Knowledge
Essential
- General secondary education
Desirable
- Working knowledge and proficient in the use of Office package
Circumstances
Essential
- Flexible in approach to work and availability to work
Qualifications
Essential
- Good general standard of education to GCSE level or equivalent
- NVQ Level 2 or equivalent
Knowledge and experience
Essential
- Previous knowledge and experience of working in a busy office / customer care
- Knowledge of administration / office procedures
- Understanding of the importance of confidentiality
Desirable
- Previous experience in a health care environment
- Awareness of Health and Safety in the workplace
- Experience of using NHS IT systems
Aptitude and abilities
Essential
- Good communication skills both verbal and written
- Good organisational skills
- Ability to prioritise workload
- Attention to detail
- Ability to multi-task
- Ability to work on own initiative
- Ability to work independently and as part of a team
- Good working knowledge of Microsoft Office including Word, Outlook and Excel
- Accurate data entry skills
- Demonstrates ability to be tactful and diplomatic
- Ability to concentrate when being frequently interrupted
Desirable
- Basic understanding of anxiety and fears of patients about to undergo procedures.
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.
