Senior Patient Administrator

Senior Administrator

Chelsea and Westminster Hospital

This is an exciting opportunity to become the Senior Administrator providing a fully comprehensive administration service to the high performing Clinical Support Directorate.

The post will be working in a fast paced environment, which requires a calm but proactive approach with the ability to multi-task whilst being thorough, this will involve administering, liaising and acting in an efficient, effective and high quality manner.

The post holder will also be responsible for the coordination of their workload to meet the demands of senior leaders of the Division and where appropriate for ensuring necessary follow up action and deadlines are met. Attention to detail is paramount in this post as is the ability to prioritise workload, previous experience in administration is essential to this post.

The post holder will play a key role in the delivery of a high quality, safe and compassionate healthcare service to patients. They will ensure that streamlined administrative processes are implemented and followed which are focused on the patient and their individual needs.

The Senior Patient Administrator will provide effective and efficient administrative support to a team and will act as a focal point of communication between patients, doctors and other healthcare professionals. A senior member of the team, the staff member will act as a role model to others in all aspects of their work, consistently demonstrating the highest standards of professionalism and customer service.

We provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have over 6,000 members of staff that arePROUD to Carefor nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children’s, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We’re one of the safest and best performing Trusts in the country. We’re also one of the top trusts to work for - our staff say they’re engaged, motivated, and would recommend us as a place to work and receive treatment.

In 2020 Trust was rated by the Care Quality Commission as Outstanding in the well-led and use of resources domains and Good in the safe, effective, caring, and responsive domains. The Trust as a whole was Good, but the Chelsea site was Outstanding.

Our facilities are some of the best in the country. We have been investing around £10 million a year in our estate. We are currently spending £25 million on expanding our adult and neonatal critical care facilities at Chelsea and Westminster and redevelopment of our children’s unit at West Middlesex - in partnership with our charity, CW+ and generous donors.
- Assist the Team Leader in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload, day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.
- Support the Team Leader in maximising the best use of clinical and non-clinical resources
- Ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills
- Proactively manage patient pathways so that all patients receive a high standard of service delivery
- Use initiative when dealing with patients’ problems or when dealing with managers and consultants who may request patient information.
- Ensure all activity is cashed up in a timely manner using Trust’s Cerner/appropriate IT system including DNAs and discharges.
- Participate in new staff induction, demonstrates duties to new starters and providing close supervision
- Develop of new members of the team through training and supervision
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
- Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- Support the Team Leader in overseeing reception services ensuring adequate cover at all times and that patients receive an appropriate and welcoming service.
- Ensure patient demographic details are updated on the Cerner
- Collect and use data to measure performance of department against objectives.
- Assist all members of staff and patients with the uptake of new technologies, and where required become a ‘user champion’ to embed learning
- Assist in sourcing specialist equipment as appropriate.
- Flag up and report overseas visitors for payment
- Retrieve and validate missing NHS numbers card and investigate errors
- Participate in regular team meetings and other relevant meetings e.g. Patient Access
- Assist in