Team Administrator

This is an excellent opportunity for an experienced administrator, with EMIS experience to join our friendly team at The Single Point of Access.

This is a full time, secondment post across two sites, the Holden Centre, Barrowford & Pendle Community Hospital.

Monday to Friday 8.00 am - 6.00 pm and Saturday 9.00 am - 12.00 pm.

The successful applicant will actively manage all admin processes, supporting the community teams, utilising patient administrative systems, ensuring adherence to standard processes and delivery of quality and performance KPIs.

The post holder will be able to work on their own initiative, prioritise their own workload and that of the administrative teams and meet deadlines, collate data and maintain standards relating to administrative processes.

They will be responsible for line management of our Patient Administrators ensuring the shift runs smoothly. The ability to use your own initiative with excellent time management is essential to successful delivery as this is a fast-paced environment with varying priorities.

Experience of Microsoft Office 365 is essential including Excel.

Liaise with Admin Lead and Patient Administrators regarding agreed patient referral, management and booking processes. To effectively manage diaries to ensure capacity is used efficiently. Liaise regularly with stakeholders to meet capacity and demand issues within their teams to ensure flexible use of resources as required.

In conjunction with the Data Systems and Performance Officer manage and report basic statistical information with regards to our referral management and booking waits.

Ensure the Therapies Patient Administrative Standard Operating Procedure is adhered to at all times by all members of the Administrative Services Team, identify risks and issues and escalate as required.

Responsible for providing an excellent customer service to patients, relatives, carers and external agencies.

Be proficient in the use of all electronic systems in relation to patient data and undertake training as required if new technology/systems are introduced, to ensure competencies are maintained and efficiencies of the administrative processes are maximised.

Ensure all patients are allocated appointments within specified timescale as directed from triage and as outlined in the Therapies Patient Administrative Standard Operating Procedure and Therapies Access Policy.

Modify the patient booking system and associated diary templates as required, creating, deleting and rescheduling slots when required.

Regularly monitor local access standards/waiting times as described in the Therapies Patient Administrative Standard Operating Procedure and Therapies Access Policy.

Ensure adherence to the Therapies Access Policy where necessary discharging patients from the service in a timely manner.

Monitor, update and maintain waiting lists, updating individual patient details and referral details as required/appropriate.

Responsible for timely, accurate recording of referrals and patient information both manual and electronically in line with Data Quality protocol and Therapies Patient Administrative Standard Operating Procedure.

Communicate any delays with patient administration process, which affect monthly reporting to the Therapies Data Systems and Information Officer in a timely manner.

Regularly complete spot check audits of the patient administration system waiting lists to ensure all patients are booked within the KPI.

Be responsible for ensuring all Data Quality issues arising from Therapies reports are corrected in a timely manner in accordance with the Therapies System Standard Operating Procedures and support is provided to the Patient Administrators where relevant.

Participate in the induction of new starters, sharing knowledge and expertise of the administrative processes, functions and specific knowledge.

Actively participate in and attend team meetings relevant to the patient administrative functions.

Appropriately and efficiently, receive all telephone enquiries from patients, carers and external agencies in relation to appointments and general enquiries and in accordance with Trust Policy.

Assist in the management of complaints/concerns as appropriate, with immediate escalation where necessary to the appropriate Operational Service Lead/Clinical Team Lead.

Responsible for the completion of Incident Reports where necessary (IR1/Datix).

Liaise with and deliver excellent communication with both clinical and administrative staff in the Directorate and external stakeholders i.e. GP, primary care, commissioners as required.

Responsible for maintaining the confidentiality of any information obtained regarding patients and be aware of the Data Protection Act, Caldicott and Freedom of Information policies.

Assist with request for patients notes ensuing information provided in a timely manner, as per Trust Policy.