Patient Services Administrator

We are looking for a committed, innovative administrator with outstanding people skills to work across our Merton, Wandsworth and Sexual Health administration teams. Your role will be to provide administrative support eg; signposting patient queries, processing referrals/discharges, booking, cancelling, rescheduling appointments and supporting clinical delivery across services in the South West Division. The post is based at Merton Civic Centre with the opportunity for agile working once competencies have been signed off by a senior administrator. There will be weekend working as part of a rota system, this is currently done on an agile basis. Admin shifts are on a rota basis across the SPA opening hours of 7am - 8pm with timetabled weekend working.

You will work closely with existing admin staff, team leaders and managers across Merton and Wandsworth and Sexual Health clinical services. You should have a passion for quality improvement, innovation, positive change and be solution focused. You should be able to sensitively respond to patient calls in a high pressure and fast paced environment. Your communication, customer service and administration skills will be excellent.

We are committed to professional development offering competency support and sign off, team meetings, shadowing opportunities, psychological support for SPA teams, in-service training and one to one supervision. Internal and external courses are supported. Having experience of EMIS, engaging with the public and experience of sensitively managing challenging conversations is advantageous.

Central London Community Healthcare (CLCH) is one of the largest community healthcare organisations in London and Hertfordshire, providing our services to diverse communities/boroughs in 11 London Boroughs - Barnet, Brent, Ealing, Hammersmith & Fulham, Harrow, Hounslow, Kensington and Chelsea, Merton, Richmond, Wandsworth, Westminster - and Hertfordshire.
- Process new referrals in accordance with local Standard Operating Protocols (SOPs)
- Book clinics and appointments and manage cancellations or amendments in a timely manner
- Maintain health records as required and according to local SOPs
- Utilise relevant electronic patient record systems to enter and retrieve patient data ensuring all details are accurately recorded in a timely manner
- Provide accurate confirmation of appointments to patients
- Maintain the integrity of patient data on electronic patient records, including the creation and update of records
- Work closely with relevant departments to ensure that notes are prepared and available and that necessary clinical information has been obtained in time for clinics, where appropriate
- Process clinic letters, reports, correspondence, and other documents within agreed time scales and to agreed standards
- Undertake photocopying, scanning of confidential and non-confidential information
- Work with telephonic equipment and computer software used to support the Single Point of Access
- Participate in SPA team meetings, including taking, distributing and actioning minutes
- Take initial responsibility for the local resolution of problems that may arise with staff/clients. To deal with complaints according to CLCH policy and procedures
- Undertake audits and surveys as requested
- Ensure that clinical capacity is fully utilised and escalate any issues
- Support the ordering, monitoring and maintenance of stationery and stock
- Organise interpreters and transport to support clinical appointments according to local SOPs
- Take initiative in suggesting quality improvements to administrative process ensuring the process remains efficient and cost effective
- Administer processes to collate satisfaction feedback from patients and referrers
- The post holder will prioritise and manage his or her own workload on a day-to-day basis
- To carry out smart card re-authentication as appropriate
- Support with training of new team members and competencies

Please refer to the attached Job Description for full list of responsibiliites