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Administrator for Nurse-Led Outpatient Services

2 months ago

Harrow, United Kingdom London North West University Healthcare NHS Trust Full time

Position Overview

As an integral part of our nurse-led outpatient services in Urology, your role will involve:

Prioritizing patient care above all else.

We seek a dedicated coordinator to enhance the patient journey and overall experience within our department.

Addressing the unique needs of each individual, utilizing your organizational expertise to create a positive impact.

If you are passionate about maintaining high standards of patient care, possess strong communication abilities, and are highly driven, you will thrive in our team environment. Previous experience in the healthcare sector is preferred due to the demands and responsibilities of this role.

Key Responsibilities

To deliver comprehensive administrative support for all operations of the nurse-led clinics, primarily focusing on Day care activities within the Urology department.

The successful candidate will undertake a variety of tasks, including efficient appointment scheduling, precise data entry on the relevant clinical systems, processing referrals, managing clinical information uploads, and participating in service enhancement projects in collaboration with the nursing team as needed. The role requires a commitment to executing all tasks to a high professional standard while providing a friendly, patient-centered service.

About Our Organization

London North West University Healthcare NHS Trust (LNWH) is dedicated to serving the communities of Brent, Ealing, Harrow, and surrounding areas.

Our workforce of over 8,200 clinical and support professionals caters to a diverse population nearing one million individuals.

We operate major acute services at multiple facilities, including:

  • Northwick Park Hospital: recognized for one of the busiest emergency departments (A&E) in the nation, offering a comprehensive range of services, including a top-rated hyper-acute stroke unit.
  • St Mark's Hospital: an internationally acknowledged specialist center for bowel disease.
  • Ealing Hospital: a bustling district general hospital providing various clinical services, alongside a 24/7 emergency department and urgent care center.
  • Central Middlesex Hospital: our planned care site, featuring a variety of surgical and outpatient services.

As a university teaching NHS trust, we play a vital role in training future clinicians and delivering the benefits of research to the public.

Job Duties

You will engage with a diverse range of individuals, including patients, caregivers, general practitioners, clinicians, colleagues, and other professionals on various matters daily. This communication may be verbal, written, or electronic.

You will provide an effective appointment scheduling service for patients and caregivers, ensuring accurate recording of information in the acute clinical system according to operational procedures.

You will liaise with clinical teams and managers regarding referrals that require clinical triage, taking appropriate actions as directed based on triage decisions.

You will ensure that all telephone inquiries are handled with professionalism and empathy, relaying messages to the appropriate personnel promptly and accurately.

You will manage incoming calls, conveying information to patients, relatives, and the public in a calm and professional manner, in line with Trust policies and procedures, while maintaining a positive image of the service.

You will adhere to Trust standards when scheduling appointments, ensuring patients are offered suitable appointments with the appropriate clinician and location, documenting the appointment in the clinical system as per operational procedures.

You will retrieve voicemail messages and emails daily, ensuring timely redirection or escalation as necessary.

You will send appointment notifications and reminders to patients using the appropriate communication methods, including email, letters, and text messages via the clinical system.

You will send discharge letters and other correspondence to patients and referrers as required.

You will escalate patient complaints to your line manager if issues cannot be resolved directly.

You will regularly inform referrers and patients of current service waiting times and escalate any issues as necessary.

You will handle challenging conversations with patients regarding necessary appointment cancellations.

For a comprehensive overview of duties and responsibilities, please refer to the attached Job Description and Person Specification.

Qualifications & Experience

Essential Qualifications

  • GCSEs at grade C or above, including English and Mathematics.

Desirable Qualifications

  • NVQ Level 3 in customer care or an equivalent qualification.

Essential Experience

  • Experience in public-facing roles.
  • Experience within the NHS.
  • NVQ Level 3 in customer care or equivalent experience.
  • Ability to perform effectively in high-pressure situations.
  • Proficient data entry and keyboard skills.

Desirable Experience

  • Familiarity with medical terminology.

Essential Skills

  • Exceptional organizational abilities.
  • Strong verbal and written communication skills.
  • Capacity to prioritize tasks and approach new challenges flexibly.
  • Competent telephone communication skills.
  • Ability to demonstrate a courteous and empathetic demeanor towards patients and staff.
  • Ability to prepare clear and accurate information.
  • Capability to work effectively under pressure.

Desirable Skills

  • Knowledge of medical terminology.