Patient Admin Lead

**WHO ARE WE?**

We are one of the leading providers of NHS ophthalmology services in England. We aim to make a positive difference to people’s lives through better sight and eye health.

**ROLE SUMMARY**

The Administration Lead supports with the local service operations on a day to day basis by ensuring that all administration processes are efficient, accurate and fit for purpose. The key objective is to ensure that the team provides the highest quality of patient care and to contribute to the company’s capacity for rapid growth. The Administration Lead will have the opportunity to shape and motivate admin and business processes to enhance clinic performance to achieve set targets and to deliver outstanding results.

The Administration Lead is will be responsible for the management of all administration in support of activity within the Outpatients and Theatre in order to facilitate the smooth running of the service.

In addition, the following roles and responsibilities are outlined:
**KEY RESPONSIBILITIES**:

- Take ownership of all furnishings, office equipment, security and general maintenance.
- Organise the repair and service of non-clinical equipment throughout the service and act as the first point of contact for technical, operational or patient matters, resolving minor issues in line with incident/complaints procedures or escalating as appropriate.
- Maintain a positive relationship with client staff at every interaction, formal and informal networks and ensure that effective communication and escalation mechanisms are in place at all times.
- To liaise with clinic assistants on proper use of this information to ensure that confidentiality is maintained at all times when dealing with highly sensitive details and reports, in accordance with the Newmedica Data Protection Policy.
- To take an active role in the production of patient information and examination preparation leaflets. Record feedback from patients regarding queries about their information literature and feed this back by participating in information groups when requested.
- Maintain staff contact lists, training database, monthly staff rota, update leave calendars, maintain sickness reports, create group distribution lists and be the SPOC for all staff administrative and HR queries.

**Knowledge and Expertise**
- 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 appointments are available at the time of booking.
- To gain comprehensive knowledge of timetables for all clinicians over a number of clinical sub specialties and sites.
- To have a full understanding of the CQC regulatory standards.

**General Administration**
- Have ability to concentrate on various tasks and prioritise whilst working in an unpredictable environment without supervision.
- To check all patient demographics when patients attend clinic.
- Take responsibility for the adherence to confidential waste policy the organisation of its collection and disposal.
- Train new starters in outpatient processes and procedures and involvement with departmental induction.
- Arrange and attend meetings, instigate agenda’s, take minutes or records of decisions, the updating of action plans and disseminating information to service staff.
- Represent the Service manager at meetings or events.
- Liaise with marketing and ensure supplies are maintained of marketing information
- Co-ordinate and assist in the management of events as directed.
- Liaise with the Newmedica HR team in London and the payroll team regarding staff employment queries, payroll, recruitment, on and off boarding including arranging induction.

**Customer Care**

Whilst Newmedica would not tolerate harassment or bullying, some callers (clients, carers and staff) may be distressed, anxious or aggressive through stress. Staff must be able to respond to all callers with tact, diplomacy and kindness.

To take responsibility for maintaining patient confidentiality when booking.

**Financial Administration
- The processing of the Private offer regarding all payments and tracking
- Meeting CCG challenges for patient Individual Funding Requests (IFR’s)
- Assist with compilation of spreadsheets regarding revenue, profit and loss.
- Maintaining spreadsheets for all delivery notices, invoices, recharging of staff, assets, equipment and stocks.

**Governance**

Implement all applicable company policies, procedures and protocols to meet Care Quality Commission Fundamental Standards and to promote best practice, including complying with the Caldicott Principles and the Data Protection Act 1998, specifically with regards to:

- Patient Confidentiality
- Health & Safety
- Infection Control
- Equality and Diversity
- Risk management
- Safeguarding

**THE INDIVIDUAL**

EDUCATION & QUALIFICATION
- Educated to A level standard or equivalent.
- GCSE Maths and English

EXPERIENCE & KNOW