Assistant Patient Administrator

Assistant Patient Administrator - Reception

West Middlesex University Hospital

We are looking for a friendly, self-motivated and confident person who has experience of providing a high level standard of customer care. The post holder will provide a comprehensive patient focused reception service working in our Outpatient department.

If you enjoy working in a very busy and demanding environment this could be your opportunity to make a real difference to the service that we provide to our local community, always keeping the patient at the centre of everything that we do.

Working Hours are between 9am-5pm Monday - Friday

The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by supporting and welcoming patients into services in a way that meets their individual needs. The Assistant Patient Administrator will also provide administrative support to a team liaising between patients, doctors, practitioners and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times. The post holder will be required to work in one of the following areas, providing cross cover where

**necessary**:
Outpatient Clinic Offices

Wards

Central Outpatients Booking Team

Reception

Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.

Reception

Provide a customer focused reception service for all patients and visitors attending the area dealing with all patients or visitors in an efficient, polite and courteous manner dealing with all patients’ queries where possible and directing them accordingly

Ensure the reception areas are always manned

Interact with patients and relatives in a sensitive and empathetic manner

Process all follow up appointments as patients leave the department in line guidelines, escalating any capacity concerns.

Record appointments agreed in community settings on the system within 24 working hours

Assist patients to locate their relatives who are current inpatients

Assist patients to use the electronic check in service updating demographics where necessary

**Clinical Office**:
Match correspondence typed by the managed transcription service is matched with correct patient and clinician; make any amendments, dispatched and file in medical record.

Make appointments, ensuring patients are sent letters of confirmation when appointments are not made face to face

Process all referrals into the department using local booking guidelines, following up with referrers where there is missing information as required

Print all self-referral forms after checking all appropriate information is on the request liaising with the patient if needed.

Provide any advice to patients upon booking-in, in preparation for their appointment

Use the case note record tracking (CRT) system to electronically register / move / transfer / locate medical case notes

Report to manager and clinicians on quality issues from transcription service, standards of dictation etc.

File all relevant documentation, correspondence and reports in the patient records

Return medical records to records library using CRT

Cover reception when required

Assisting patients to use the electronic check in service where appropriate and updating demographics where necessary.

Book patients into clinics on the day where appropriate

Process all follow up appointments as patients leave the department in line with 18week and local booking procedures

Check all demographic details either at check in or as patient is booking their follow up and update PAS accordingly

Manage and action clinics in a timely manner using Trust’s PAS including DNAs and discharges.

Provide patients with any required documentation, information leaflets, directions etc