Assistant Administrator

3 weeks ago

Margate, United Kingdom East Kent Hospitals University NHS Foundation Trust Full time

The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking and administrative service to patients for the Therapies Department across East Kent. You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues.

This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust. The role will ensure all clinics are utilised Trust wide within the different sub-specialities, escalating capacity and demand issues on a daily basis using a range of information reports. A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users.

Within Therapies customer service is the focus of all tasks, providing a high-quality service to all patients, relatives, staff and visitors to the Therapies department in a professional, courteous, respectful and confidential manner.
- Outpatient Therapies within EKHUFT support patients at various stages of their rehabilitation journey and treatment including Physiotherapy, Occupational Therapy, Hand Therapy, Speech & Language Therapy, Neuro Therapy, Vascular Therapy, Paediatric Therapy, Rheumatology Therapy, Hydrotherapy and Advance Practitioner Therapy Services in hands, paediatric, spinal, rheumatology and upper limb.
- The Outpatient Therapy administration team is made up of 30 members, Pathway Managers, Pathway Coordinators and Assistant Administrators. Each of the teams work from dedicated administration offices in the heart of the departments at QEQM Hospital (Margate), K&C Hospital (Canterbury), WHH (Ashford), Buckland Hospital (Dover) and Royal Victoria Hospital (Folkestone).
- The department support and facilitate progression of staff into higher administration positions through training and shadowing opportunities. We are keen to develop and progress staff where they want to achieve more from their careers.

We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 695,000 people.
Our vision is 'great healthcare from great people'. Everything we do is guided by our values: ‘People feel cared for, safe, respected and confident that we are making a difference’.

We have a new way of working at East Kent Hospitals, called ‘We care’. It’s about empowering frontline staff to lead improvements day-to-day. We’re looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.”

NHSEI have always been clear that staff have a professional duty to get vaccinated and it remains our best line of defence against COVID-19. As such NHS organisation including Primary Care, are encouraged to continue engaging with and supporting their staff to inform their decisions in order to drive vaccine confidence, protect themselves, patients, and everyone else. NHSEI has producedCOVID-19 vaccine communication materials.
- Communication/Patient Experience: - Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.
- Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.
- Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.
- Working in a person-centred way with all members of the healthcare team.
- Planning & Organisation: - Preparing clinical records for clinics.
- Liaising with Transport Services for patients as and when required.
- Updating PAS system for the purpose of recording all patient activity and patient personal data.
- Assisting with enquiries from clinical teams.
- Progression of Patient Pathway: - To support the Trust in achieving both National and local NHS standards including the 18-week RTT by booking in accordance to the relevant sub-specialities within Therapies. All referrals and appointments must be booked accurately in line with Standard Operating Procedures and agreed with the patient to adhere to the Patient Access Policy.
- Ensuring all DNAs are discharged or re-appointed, as directed by the clinician in accordance with Patient Access Policy.
- To identify private, overseas and inter-provider patient referral and follow procedures in place.
- Personal Development: - Develop and maintain a competency folder.
- Give feedback on any study days attended to enable sharing of knowledge.
- Participate in an annual performance review with relevant updates and to follow a personal development plan as agree

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