Administration Coordinator

6 months ago

London, United Kingdom University College London Hospitals NHS Foundation Trust Full time

We are seeking an enthusiastic and bright individual who enjoys patient contact and working in a busy, friendly, multi-disciplinary team environment to support us in the delivery of a high quality service. You will work collaboratively to assist in providing excellent secretarial and administrative services within the Uro-Neurology department in National Hospital Neurology & Neurosurgery in Queen Square.

This post would involve actively engaging with patients when checking into appointments; will have great attention to detail and ability to multi task. They will ensure a smooth and efficient service for both the multidisciplinary team and patients, in order to deliver a high quality administration service, a positive patient experience, and excellent customer service.

Excellent written and verbal communication skills are expected. You will use the new EHRS system (Epic) to collate clinic information in time for the clinics, book and reschedule appointments, retrieving information using various hospital systems, answering queries from patients, other departments and external sources as required.

Good organisational skills, flexibility and the ability to work autonomously are key attributes. The post holder must promote and contribute towards achieving the Trust’s UCLH top ten objectives, and demonstrate our Trust Values, behaviours and standards.

The role of Receptionist is an integral part of the multidisciplinary team working in a patient facing clinical setting. The Receptionist is often the first point of contact our patients have during their hospital visit.

The post holder is required to welcome patients and visitors into the department, answering any queries and providing reassurance when needed.

The Receptionist supports clinical colleagues in ensuring that the department runs smoothly and efficiently.

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:
University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)

National Hospital for Neurology and Neurosurgery

Royal National ENT and Eastman Dental Hospitals

University College Hospital Grafton Way Building

Royal London Hospital for Integrated Medicine

University College Hospital Macmillan Cancer Centre

The Hospital for Tropical Diseases

University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

At UCLH, we have a real ‘One Team’ ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.

Communication and Patient Liaison

1. Welcome patients and visitors into the department, ensuring they are made to feel comfortable and are treated with kindness, respect and dignity.
2. Deal with queries in an efficient, helpful and courteous manner, escalating any complex queries to the supervisor as necessary to ensure a prompt resolution.
3. Ensure telephone calls are answered promptly and all queries dealt with effectively.

Operational Responsibilities

1. Assist patients using the self-check-in kiosks.
2. Enquire if patient details are correct and make amendments on relevant systems where necessary.
3. Ensure all clinic notes are prepared and available for the clinic, requesting notes and ensuring they are correctly tracked in line with departmental and Trust protocols.

Access and Systems responsibilities

1. Register patients on the Trust’s Electronic Patient Records System (EPR).
2. Record all did not attends (DNA’s) and patient cancellations accurately and in accordance with the departmental and Trust Policies, escalating to the supervisor as required.
3. Update the EPR with attendance and treatment status codes following the patient’s appointment.

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

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