Patient Services Team Administrator

7 months ago


StokeonTrent, United Kingdom NHS Staffordshire & Stoke On Trent Integrated Care Board Full time

As an Administrator supporting the Patient Services Team you will be part of a teamdelivering a service to patients on behalf of a range of ICB and other customers. You willhave a patient-centred approach and will establish and maintain effective professional working relationships with internal and external colleagues. The role is the first point of contact for patients and their representatives. The post holder will ensure that enquiries are responded to appropriately and promptly with an approach that delivers an excellent patient-focused service treating patients, their families, friends, carers and staff with professionalism, dignity and respect.

The Administrator will support the Patient Services Team to effectively resolve concerns at source avoiding the need for formal complaints where better results can be delivered through informal resolution. The post holder will maintain full, accurate and timely records using the ICBs case record management system. Key Responsibilities Ensure enquiries are handled promptly and efficiently in line with current legislation, guidance and best practice. Provide a flexible and responsive service to ICB customers and work collaboratively to ensure a seamless and high-quality service to patients.

Ensure accuracy and attention to detail in all aspects of the role. Organise and prioritise own workload and use judgement to re-prioritise in response to competing demands. Ensure that Key Performance Indicators (KPIs) and deadlines are met to achieve desired outcomes and demonstrate efficient service delivery. Liaise with a range of stakeholders, both internally and externally.

Be responsible for the appropriate management of enquiries in accordance with ICB policies and processes. Ensure appropriate use of all physical assets for which you are responsible, including computer equipment, etc. Ensure accurate data is entered onto the agreed web-based data system (e.g. Ulysses) and that the data is input in such a way to ensure timely, accurate and meaningful reports can be formulated.

Work on own initiative and operate autonomously. Provide administrative support, as required, to other members of the Patient Services Team



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