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Outpatient Administrator
2 months ago
This is an exciting opportunity to join our team at Nottingham University Hospitals NHS Trust as an Outpatient Administrator. As a key member of our Therapy & Rehabilitation Services, Clinical Support Division, you will play a vital role in providing a first-class service to our patients and staff.
Main Duties- Maintain accurate and up-to-date records of patient appointments and clinics using Careflow PAS and other electronic patient administration systems.
- Administer and receive referrals, ensuring timely and efficient processing to meet Trust waiting list targets.
- Provide excellent customer service to patients, relatives, and staff, responding to queries and resolving issues in a professional and polite manner.
- Work collaboratively with clinical teams to create and manage clinics, ensuring smooth and efficient operations.
- Ensure all referrals are logged and booked in a timely manner, meeting the standards in the NUH Access Policy.
- Respond to temporary day-to-day demand and capacity updates required in Careflow.
- Print appointment/procedure confirmation letters and send to patients with relevant information leaflets.
- Notify Outpatient Co-ordinator or designated person of patients who fail to attend appointments, taking necessary action in line with department and/or Trust policies.
- Receive and respond to enquiries from patients/carers, adhering to Trust confidentiality guidelines.
- Distribute and open incoming mail, dealing with it appropriately.
- Competently use Careflow PAS and other information technology systems, participating in training programmes to develop and update personal skills.
- Maintain a tidy, safe working environment, reporting any hazards or faults timely and appropriately.
- Present a professional, polite, and courteous attitude at all times, being appropriately dressed when on duty.
As one of the biggest employers in the city, we play a central role in supporting the health and wellbeing of our local population. We are committed to delivering world-class healthcare to our vast patient populations, and we are looking for talented individuals like you to join our team.
Person SpecificationTraining & Qualifications
- GCSE A-C grades in English and Maths or equivalent experience.
- NVQ Level 2/3 in administration/Customer Service or equivalent experience and willingness to complete if required.
Experience
- Previous relevant administration experience.
- IT literate and experience of using IT systems.
- Previous experience in a customer service based role.
- Evidence of team working.
- Clerical experience including photocopying, filing, dealing with confidential information with sensitivity and discretion.
Communication and Relationship Skills
- Excellent telephone manner.
- Ability to communicate effectively with different audiences.
- Ability to communicate complex information in a clear manner.
- Able to work as, and recognise own role, as part of an effective team.
- Able to present a friendly, helpful, and professional image.
Analytical and Judgement Skills
- Exercise use of initiative, judgement, and decision-making skills.
- Demonstrate problem-solving skills.
- Accuracy and attention to detail.
- Understanding of the importance of confidential or sensitive information.
- Able to analyse situations/issues.
- Works in line with standard procedures.
- Works in line with organisational goals and objectives.
Planning and Organisation Skills
- Able to work independently, using own initiative.
- Able to recognise when to escalate issues appropriately and who to escalate to.
- Manages time effectively.
- Demonstrates prompt timekeeping and good attendance at the workplace.
- Remains calm and co-operative under pressure or in difficult and uncertain situations.
- Proactive, highly motivated, and demonstrates enthusiasm and a conscientious approach to work.
- Able to work in a flexible, enthusiastic way.
- Able to adapt to changing systems and processes and embrace new technologies/systems.
- Able to multi-task.
- Consistently works to a high standard.
- Works within prescribed deadlines.
- Sets and achieves high standards for own behaviour and personal presentation.
- Displays self-confidence, innovation, and a positive image.
