Patient Administrator Call Centre

3 weeks ago

London, United Kingdom Chelsea and Westminster Hospital NHS Foundation Trust Full time

West Middlesex Site

Booking team and Call Centre west Middlesex Site

Monday
- Friday 8am-17.30pm on a rota basis

We are searching for high performing and enthusiastic individuals to fill a Patient Administrator vacancies on the West Middlesex site working in our busy call centre supporting both sites. If you like talking to people and have had previous experience in customer service or a call centre this could be the role you are looking for

You must have telephone experience and ideally experience of working with Cerner or other PAS systems. You should have a good team spirit as well as being able to work autonomously.

As a team player they will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible, show empathy and concern for others.

If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you

The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs. The Patient Administrator will provide effective and efficient administrative support to a team liaising with patients, doctors and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times.

Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.

Roles and responsibilities

Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner

Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery

Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate staff

Interact with patients and relatives in distress in a sensitive and empathetic manner

Take and relay as appropriate, telephone enquiries and messages, using initiative and prioritising skills when disseminating information

Update patient details on PAS as appropriate, checking all demographic details on arrival or departure

Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters

Ensure all procedures are followed re data capture for service specific outcomes.

Ensure all paperwork is filed appropriately

Arrange interpreter and transport services where indicated

Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development

Provide cover across the POD as and when required

Provide an excellent standard of service to patients at all times

Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets

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