Patient Administrator

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.

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.

• To provide an efficient and effective bookings service for public and independent healthcare 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 provide an excellent level of service to patients.
• To call patients to book initial appointments 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.
• To manage room openings on System One as and when required and also any room cancellations, making sure that all patients are notified and the Administration Manager is aware.
• To print theatre lists, labels and any post-ops or patient information required by the consultant for theatre procedures.
• To 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 onto the correct system (dependent upon clinical contract referral pathways).
• To monitor the NHS email accounts and respond to referrals and queries appropriately within 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 assist the 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 the 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 the 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.

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 postholder.

• General secondary education.
• Working knowledge and proficient in the use of Office package.

• Flexible in approach to work and availability to work.

• Good general standard of education to GCSE level or equivalent.
• NVQ Level 2 or equivalent.

• Previous knowledge and experience of working in a busy office/customer care.
• Knowledge of administration/office procedures.
• Understanding of the importance of confidentiality.
• Previous experience in a health care environment.
• Awareness of Health and Safety in the workplace.
• Experience of using NHS IT systems.

• Good communication skills both verbal and written.
• Good organisational skills.
• Ability to prioritise workload.
• 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.
• Demonstrates ability to be tactful and diplomatic.
• Ability to concentrate when being frequently interrupted.
• Basic understanding of anxiety and fears of patients about to undergo procedures.

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.