Patient Services Administrator

Claremont Hospital are looking for a Patient Services Administrator to join the Call Centre team, working on a permanent part-time contract.

**JOB PURPOSE**

To provide an comprehensive and efficient service for all service users, including clinicians and patients of the outpatient department facilities, including providing administrative support to outpatient nurses.

**KEY ACCOUNTABILITIES**
- To provide administrative support as necessary to clinicians, including booking and organising clinics in an appropriate manner to meet their needs;
- To register patients on the in-house Patient Administration System (PAS), inputting patient demographics in an accurately and timely fashion to avoid duplication;
- To ensure all bookings made or amended via the NHS Electronic Referral System (ERS aka chose and book) are appropriately booked or amended on the CMH PAS, including ensuring all information is complete and in line with any local or national NHS policies applicable at the time;
- Ensure all administrative tasks associated with new NHS referrals are completed in a timely fashion, including but not limited to order images and making up new patient medical records
- Ensure that where any information that is required to form part of a referral, including MDS, referral form or data that forms part of any applicable Policies of Low Clinical Value (PLCV)
- Ensure day to day management of the CMH NHS ERS system including resolving Appointment Slot Issues (ASIs), Appointment Booking Issues (ABIs) and other patient problems
- Esclating as appropriate any CMH NHS ERS issues that occur and ensure that these are resolved in a timely fashion;
- Ensure that all follow-up bookings are made as appropriate whether these are for independent clinicians or inputted into the PAS from booking made by a 3rd party organisation.
- Ensure appropriate checks are undertaken on all outpatient clinics and any issues likely to impact upon the smooth running of the clinic is resolved, including that the MDS is complete, gaps in timings are closed (where possible) and double bookings are resolved. This includes ensuring any 3rd party booked clinics are booked as appropriate.
- Ensure any local or national PLCV policies are adhered to any any requisite actions are followed, including seeking authorisation / approval as appropriate.
- To liaise with Consultants and their secretaries regarding patient queries and urgent messages
- To liaise with Consultants and their secretaries regarding patient queries and urgent messages
- To collect outpatient mail from the post room and ensure it is actioned in a timely manner
- To cancel and rearrange clinics on behalf of the Consultants, re-booking their patients for them
- To complete follow up action after each appointment as indicated on the outcome sheet, for example: make a follow up appointment / discharge back to GP
- To assist in the provision of cover occasioned by sickness, holidays or unplanned absence in the outpatient department
- To work with 3rd parties where there is a shared pathway and support the patient pathway through management of including:

- Onward transfer of patient (particularity STH), following agreed protocols
- Arranging any patient transport or translation services as appropriate
- Facilitating funding requests for specific patient needs (e.g. particular diagnostic requirements)

**PERSON SPECIFICATION**

**Essential**

English Language and Mathematics GCSE or equivalent qualification

Demonstrable ability to process data effectively and accurately

The ability to work in a methodological, systematic way

The eye for attention to detail

Excellent IT literacy

Ability to communicate clearly both verbally and in writing with different disciplines of healthcare staff, including Consultant users

Demonstrable experience of working in a fast paced administration role

Demonstrable excellent communication and interpersonal skills

Ability to priorities and manage own work load

Ability to work independently and under pressure

Evidence of a positive attitude towards customer service and care and an ability to define and demonstrate ‘excellence of customer care’

To be of smart appearance to represent the outpatient department within the hospital and to patients

A team player with a can
- do attitude

**Desirable**

Educated to A Level Standard or equivalent qualification

Evidence of personal development

Experience of working with Microsoft Office

Knowledge of healthcare PAS systems

Experience of working in a healthcare environment

Previous training in customer service

Experience of working in a receptionist role

Experience of interaction with members of the public and Consultants

UK applicants to apply

**Job Types**: Part-time, Permanent

**Salary**: £10.46 per hour

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedul