Outpatient Administrator

6 months ago

London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

The Trust’s Outpatient Service is divided over 5 locations within the Fulham Wing, Outpatients East, Outpatients West, Outpatients Mezzanine, Paediatric Outpatients, and the Appointments Office.
Outpatient Administrative Coordinators provide leadership across these areas. The Outpatient Services Administrator supports the Outpatient Service in delivering the highest standard in patient administration.
The post holder will be responsible for demonstrating the Trusts core values whether providing an outpatient reception service, appointment telephone service or liaising with colleagues across departments to ease patient pathways in outpatient clinic sessions.
The post holder will be responsible for ensuring that all new appointments are booked within internal milestones with tests coordinated (imaging etc) and pre-booked to achieve 2 Week Wait (2WW) Cancer and 18-Week Referral to Treatment (RTT) targets.

Communication
- Ensure that the telephone line to the Appointments Contact Centre is responded to meeting

all contact centre SLA’s ensuring that calls are dealt with efficiently and to high
communication standards.

organisation’s patient experience objectives and as an extension of our core behaviours and
values.
- Support the registration, referral approval and booking processes in accordance with SLA’s,

Trust Patient Access policy and national targets.
2
- Ensure all new bookings have had tests coordinated to support a rapid clinical outcome to

support delivery of national targets.
- Adherence to the Trusts Data Quality (DQ) standards, NHS number compliance and ensuring

accurate patient and GP demographic data is recorded in Trust systems accurately to support
income generation.
- Support centralised referral management and ensure all referrals are registered and sent for

approval within SLA’s.
- Report to senior staff any complaints arising within the department and ensure that this is

recorded in DATIX.
- Provide a welcoming service to all patients and initiating a DQ check for patient and GP

demographic data to ensure that it remains up to date ahead of any consultation
- Ensuring that the service robustly informs patients if there is a known delay to the clinic and

the reason for it at the point of the patient arriving in clinic

Outpatient Services at the Brompton Hospital welcomes approximately 90,000 patients each year. We are a specialist Heart and Lung Trust offering services across a number of sites at the Brompton Hospital campus.

Patients experience a high standard in clinical care and the Outpatient Service aims to match that same sustained excellence administratively. Our established team of administrators, nurses and health care assistants are passionate and dedicated in delivering high standards. We have a number of areas within the Brompton campus where outpatient services are delivered.

Ambulatory care is an area of growth and there are exciting developments in this area. Outpatient Services has also recently begun communicating patient appointments via digital messaging which has enabled the service to win a sustainability award as well achieve our aim to be lean. We are currently focussed on innovating, driving solutions that enable the Trust to continue to deliver a high standard clinical and administrative care.

Provide a high standard of service is always to patients and visitors.
- To greet all patients in a welcoming and friendly manner as ambassadors of the Outpatient Service
- Check patient demographics (full name, date of birth, full address including postcode, next of kin,

GP details) and fully update PAS at the time at each outpatient episode and interaction with the
patient via the Appointment Contact Centre.
- To ensure that patients are provided the earliest reasonable offer date providing 3 clear weeks’

notice of their appointment and tests (imaging, exercise test etc) are coordinated ahead of their
consultation.
- To ensure that patients are communicated with after a did not attend (DNA) to ascertain reasons

to support the clinical decision to complete routine discharge or rebook clinically urgent
pathways.
- Be aware of and abide by, the Trust Infection Prevention and Control policies and procedures and

to take personal responsibility for preventing infections and cross infection amongst patients, staff
and visitors.
- Ensure test results are completed and available ahead of each outpatient clinic.
- Ensure that electronic patient records have been prepared ahead of each outpatient clinic

sessions within local SLA’s.
- Ensure that all electronic patient records are return to the Medical Records Service within SLAs to

support 24-hour scanning into Evolve.
- Ensure transport assessment forms are completed with clinical approval for all transport patients

attending clinic and returning within 6 months.
- Comfort patients and act as a chaperone if required.
- Provide assistance as required for any patients with mobility problems.
- Direct or

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