Band 3 Patient Services Administrator

3 weeks ago

Birmingham, United Kingdom Birmingham Community Healthcare NHS Foundation Trust Full time

Birmingham Community Healthcare Foundation Trust Community Dental Services have a number of exciting opportunities for Patient Services Administrators based at a number of different locations, such as Birmingham Dental Hospital, Glebefields Health Centre (Tipton), Dental Outreach Centre in Birmingham City Centre and other community sites.

The role provides administrative support to our patients, both over the telephone in our contact centre and face to face in our outpatient areas. From booking appointments, issuing letters, and answering patient queries to co-ordinating outpatient clinics and supporting our clinical colleagues.

To work within one of four Specialty Management Groups providing a comprehensive, efficient and effective administrative service in order to meet the Trusts patient waiting time targets and enhance patient experience.

To work flexibly within the dental team providing high quality dental care for a wide spectrum of patients.

The post holder will carry out clerical and administrative duties to ensure the efficient operation of the dental service. The post holder will be responsible for the management of their own workload and will be expected to develop and maintain up to date knowledge of all services within Specialty Management Groups which will enable them to deal with any service related queries.

This is a multi-skilled and multi-tasked role therefore the post holder will be expected to be flexible and rotate with other team members thereby ensuring cover across other Specialty Management Groups as and when required.

Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehabilitation Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

IMPORTANT
- Please ensure you check your Trac account regularly as this is how we will communicate with you during the shortlisting and selection process

Responsible for

**Line management**: none

They will assist any new or temporary member of reception staff with an understanding of the duties required and ensure that all reception processes are adhered to at all times.

The post holder will be responsible for handling cash from patients as required and ensure that the cash process is adhered to within each clinic.

Main Duties
- First point of contact for all service users and visitors to the clinic reception greeting in a professional and friendly manner and notify the appropriate person of individual’s arrival.
- Responsible for the management of clinics and waiting lists within their Specialty Management Group.
- Prepare and update clinical records for all patients booked within Dental Services ensuring that appropriate records such as referral letters are attached/ scanned appropriately in accordance with Trust’s Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to appointments. Prepare clinics in advance by printing day lists, pulling out the complete patient records e.g. radiographs, referral etc.
- Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
- To handle any face to face and telephone queries or complaints and escalate as and when necessary. This could include booking appointments for the out of hours service.
- Responsible for the management and booking of appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS).
- Responsible for contacting patients who have not attended their appointments in order to ascertain the reason why and re-book a new appointment, if appropriate, within the agreed targeted timescales. This would also include the production and action of any associated correspondence.
- Responsible for carrying out any clinic changes/cancellations on the PAS system in accordance with Dental Services Standing Operating Procedures (SOPs).
- Booking and/or re-scheduling of both new and follow up appointments from the relevant waiting list and within the appropriate clinic rules and timescales in accordance with Dental Services Standing Operating Procedures (SOPs). This will include both making calls to patients/carers as well as receiving calls, confirming details in writing and recording on the PAS system.
- Su

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