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Patient Administrator

7 months ago

Abingdon, United Kingdom Newmedica Full time

**ROLE DESCRIPTION**

**WHO ARE WE?**

Newmedica is one of the leading providers of NHS-funded ophthalmology services in England.
- Our Purpose is to make a positive difference to people’s lives
- Our Vision is to change lives through better sight and eye health

We provide services for NHS CCGs, NHS Trusts and Foundation Trusts, and other providers of NHS funded services. We deliver over 160,000 patient interactions annually, including outpatient appointments, diagnostic testing and eye surgery. Our services are delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships.

**ROLE SUMMARY**

As Patient Administrator you would be responsible for ensuring that clinics are set up, that patient appointments are fully utilised and that appointment outcomes are recorded and filed. You will be managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedica’s electronic patient record is up-to-date.

Patient Administrators are also the central point of contact for all telephone queries from both patients and clinic staff.

Our coordinators will have a friendly and accessible personal manner, and be able to deliver an effective administrative service to the clinic. They will be able to work within small teams to maintain and enhance processes to maximise quality and efficiency. Newmedica has developed a strong relationship with the local CCG and the local Trust.

They will work without direct supervision whilst maintaining an efficient professional manner assisting in the booking of appointments in a timely manner as per the correct pathways; ensure operational and clinical governance protocols are maintained; healthcare and risk management standards are met whilst supporting the service and driving forward efficiency improvement.

**What we're offering**:

- A salary of £24,000, depending on experience
- 25 days annual leave plus bank holidays
- A company pension scheme
- Access to a range of benefits including free eye tests, discounted or free glasses, a free 24/7 well-being/counselling/advice service and retail/technology discount scheme
- An environment where your learning and development is supported through a range of various learning tools and courses.
- Working with a friendly multi-disciplinary team passionate about improving the lives of our patients
- A bright, spacious and modern working environment, built to the highest standards
- Cycle to work scheme

**KEY RESPONSIBILITIES**
- To manage the set up and utilisation of clinic diaries
- To book patient appointments, ensuring that clinics are full.
- To make reminder calls to patients before their appointment is due
- Ensure that all clinic correspondence is sent out. Printing and franking letters. Ensuring faxes are received by GPs.
- To act as the central point of contact for all telephone enquiries from patients and clinic staff, resolving or escalating issues as appropriate.
- Maintaining a positive relationship with internal or external staff at every interaction.
- Action all clinic cancellations accordingly as instructed. Take responsibility for reinstating clinics as necessary and rebooking all patients.
- Where necessary for training, staffing or other operational purposes, implement changes to clinic start/finish times. Amend slot totals as necessary for restricted/reduced lists.
- Coordinate the daily, weekly and monthly clinic schedules. Manage capacity and demand to achieve target utilisation whilst analysing and monitoring clinic activity. Identify any under or over capacity and escalate to the operations manager.
- Review waiting times and action accordingly. Have autonomy to identify if additional clinics are required to reduce wait times and escalate this to the Operations Manager. In contrast, identify and escalate to Operations Manager where there may be too much capacity and where clinics may no longer be required.
- Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits. Take consideration of fluctuating DNA rates and cancellations.
- Book follow-up appointments on to appropriate clinics, wherever possible before patient leaves the department. Be aware of patients ‘to be booked’ and manage this list appropriately with consideration of Referral Treatment Times (RTT) and patients due 4 weeks ahead. Consider whether adequate capacity is open to meet this demand.
- Book new and follow up appointment for outpatients and theatre giving patients choice but also adhering to clinical team requirements e.g. correct clinic, length of time for follow up.

**Knowledge and Expertise**

Full Training will be provided
- To have a full understanding of the pathways and resources needed for various clinic appointments e.g. whether a dual appointment is required (parallel appointments) and ensures the necessary appointmen