Inpatient Access Administrator

4 weeks ago

London, United Kingdom Imperial College Healthcare NHS Trust Full time

Job summary

We are looking for proactive and enthusiastic individuals to join our Patient Service Centre, with a commitment to improving patient experience in a demanding but very supportive department. The post holders will be the first point of contact for patients awaiting surgery, and will ensure they deliver excellent customer service and patient care at all times. You will be responsible for taking a large volume of calls from our service users, so an excellent telephone manner is imperative. You will also be required to support surgical bookings for our patients when required, and will be expected to organize pre-operative assessment bookings in line with their upcoming surgery.

You will need to be organized, a logical thinker, enthusiastic, and highly motivated. A cheerful, caring and kind nature is essential as part of our Imperial values, delivering the best in patient experience. The ability to communicate effectively on all levels, and with a variety of different stakeholders is imperative for this role. Candidates must also be able to multi-task and good problem solving skills are essential.

The Patient Service Centre (PSC) is an ongoing project to centralize inpatient and outpatient bookings, diagnostic bookings, and switchboard across the Trust. Our new office environment has been made possible by generous funding from the Imperial Charity, along with commitment from the wider Trust to make this move a reality, in order to improve the experience of our patients. It offers plenty of development opportunities for the right candidate to gain a vast amount of valuable knowledge about a wide range of specialties, and offers many opportunities to progress within the PSC. This will undoubtedly also help open up further opportunities beyond the PSC if your goal is to progress your career within the NHS.

Ideally, you would have a good understanding of RTT performance targets, waiting list management, and the hospital environment; however, this is not essential if you can demonstrate the other required skills.

The departments operate opening hours of 8am-8pm Monday - Friday, and successful candidates will be required to work on a shift basis.

Main duties of the job

To provide a comprehensive and efficient Trust-wide booking service for patients. To work as part of the Elective Access team to provide the best possible customer service for patients and colleagues. To ensure that requests for Outpatient Appointment and Admissions are processed and booked in line with the Trust Access Policy. This requires both timely and accurate input of data onto the Patient Administration System (PAS) and other electronic and paper systems as required. To respond to and deal with a variety of often complex booking requests in a timely manner, whether by telephone or in person, ensuring that patients are booked according to clinical priority and the Trust Access Policy taking into account both patients' choice and the need to ensure that slots are not wasted. To work on a rotational basis covering the Elective Access Team telephones and reception desks, dealing with enquiries, providing directions and booking appointments and admissions as required. To contribute to the planning and implementation of change within the Elective Access Team.

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part-time or job share.

Job description

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert.

Person Specification

Education/ Qualifications

Essential

Evidence of competence in literacy and numeracy

Experience

Essential

Evidence of experience of dealing with public.

Desirable

An understanding of admissions/outpatients booking and waiting list procedures equivalent to NVQ Level 3 which may have been gained through formal study or previous work experience. Formal customer care training.

Skills/Knowledge/ Abilities

Essential

Ability to analyse waiting list reports and other sources of information and make judgements about booking patients based on those reports Ability to train and induct new or temporary staff in the working processes of the department Excellent communication skills Ability to provide advice and guidance to patients and the public regarding what to expect when they attend for their appointments and procedures.

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