Patient Access Administrator

1 week ago

Northwood, United Kingdom The Hillingdon Hospital NHS Foundation Trust Full time

Job summary

This caring and busy Outpatient Appointment Centre is looking for a Patient Access Administrator to join us at these exciting times.

Being a key link between patients and services provided b y the trust, the role involves managing the referrals to elective service, booking appropriate appointments, answering complex non-clinical GP queries, manage the trust-wide clinic cancellation requests and the trust's outpatient appointment reminder service, that are critical part of a patient's elective care journey.

Outpatient Appointment Centre is the start of the 18-week Pathway for Patients; therefore, candidates must possess an ability to learn quickly, retain large amounts of information and enjoy working in a pressured environment which requires targets to be delivered within an agreed time-frame.

The post holder will use the PAS system, NHS e-Referral Service, appointment reminder system, e-Vetting system and other systems as part of the day-to-day work. Hence knowledge of working on systems and processes would be essential. Excellent IT skills, call centre experience and knowledge of RTT rules are also essential.

Main duties of the job

Ensure that all appointments are booked in line with the current Patient Access Policy and booking criteria. To take on specialised responsibility for multiple specialities on a rotational basis To answer all written and telephone queries, and resolution within specified timescales, recording and reporting the query details on PAS and response times will be part of this role. Deal with patients in a mature manner when speaking to them on the phone or via emails. To highlight referrals that require rapid and urgent attention and deal with them as per agreed process. Act as a single point of contact to GP practices and referrers - to communicate various agreed work procedures, guiding and advising the GP Practice on most appropriate referral route, and communicate the clinically returned/rejected referrals To proactively manage the Outpatient Wait List to To highlight capacity issues to Service managers within the timescales agreed To analyse and action the reports of the appointment reminder system To manage and escalate NHS eRS worklists.

About us

The Hillingdon Hospitals NHS FoundationTrust delivers acute services at The Hillingdon Hospital, as well as some services at Mount Vernon Trust has a turnover of around £250m and employs over 3,300 staff. We deliver high-quality healthcare to the residents of the LondonBorough of Hillingdon, and increasingly to those living in the surrounding areas of Ealing, Harrow, Buckinghamshire and Hertfordshire, giving us a total catchment population of over 350,000.

This is a challenging time for the Trust. We face significant operational pressures through increased demand. We are currently rated by CQC as Requires Improvement, we do not meet some of our constitutional standards,have an underlying £23m deficit and we have an extremely poor estate. However, we're not daunted by the scale of the challenge andhave clear plans in place to get a grip on operational performance as well as improve effectiveness and efficiency. We have launched Brunel Partners Academic Centre for Health Sciences, a new centre providing the perfect setting for research and developing new methods of healthcare delivery across allied health, nursing, social care and medicine and we are developing plans to build a new academic health campus that would include a new hospital for us all.

Job description

Job responsibilities

Ensure that all appointments are booked in line with the current Patient Access Policy and booking criteria.- To take on specialised responsibility for multiple specialities on a rotational basis- To answer all written and telephone queries, and resolution within specified timescales, recording and reporting the query details on PAS and response times will be part of this role.- Deal with patients in a mature manner when speaking to them on the phone or via emails. This may sometimes involve dealing with distressed patients and a sensitive and reassuring approach is required in difficult situations as per trust CARES values; and to include detailedunderstanding of the principles of patient confidentiality, data protection and safeguarding.- To highlight referrals that require urgent attention and deal with them properly. This can sometimes involve discussions with the clinical teams directly to arrange where the patient needs to be booked. This also involves rapidly highlighting capacity concerns in the urgent and two week rule (2WW) / suspected cancer pathways to ensure patients are seen accordingto clinical priority and also that the trust achieves the national cancer targets.- Act as a single point of contact to GP practices and referrers - to communicate various agreed work procedures, guiding and advising the GP Practice on most appropriate referral route, and communicate the clinically returned/rejected referrals- To proactively manage the Outpatient Wait List to- Ensure the referrals are registered in the order of receipt and within timescales specified- Ensure the vetting SLA is being met- To proactively record, analyse and report on Outpatient Demand vs Capacity figures (paper and eReferral Service) to ensure all capacity issues are highlighted to Service managerswithin the timescales agreed- To analyse and action the reports of the appointment reminder system- To manage and escalate capacity issues of Appointment Slot issues + Appointments for Booking worklists, delays with Referrals for Bookings worklist on NHS eReferral Service.- To respond to and guide the team with complicated queries- To run the Short Notice patients lists for respective specialities and manage their bookings to improve clinic utilisation- To coordinate and maintain communication within and outside of the team, liaise directly with the RTT Validation Team, Service Managers, and where appropriate, the Clinicians.- To work independently to defined policies and procedures, managing own workload, record and solve issues. Escalate complex issues and share ideas / suggestions to the Coordinator and Deputy Head of Patient Access

Please review the full Job Description attached

Person Specification

Person Spec

Essential

Good level of general education - A levels or NVQ level 3 or equivalent work experience Excellent IT skills - ECDL or equivalent experience in IT systems Knowledge of national guides and policies with regards to Patient Access Excellent communication skills with the ability to communicate with staff and the public at all levels in a friendly and professional manner Ability to prioritise workloads, and be able to respond to changing requirements and demands

Desirable

Knowledge of the NHS and in particular Acute Trust Experience in a busy office environment Cerner/similar IT system experience xperience of reducing/cancelling clinics on PAS system Knowledge of the NHS and in particular Acute Trust Previous clinic operational Cerner experience General office administration skills, working towards targets Previous experience of dealing with patients and GPs over the phone

  • Patient Access Team Leader

    6 months ago

    Northwood, United Kingdom The Hillingdon Hospital NHS Foundation Trust Full time

    To effectively manage and take active role in the continual development of the waiting list administrative service ensuring that operating capacity is fully utilised across both hospital sites. To ensure elective admissions procedures and policies are adhered to and that activity and performance targets for the department in relation to inpatient and day...

  • Patient Access Team Leader

    6 months ago

    Northwood, United Kingdom The Hillingdon Hospitals NHS Foundation Trust Full time

    The Patient Access Team Leader role will be to effectively manage and take active role in the continual development of the waiting list administrative service ensuring that operating capacity is fully utilised across both hospital sites. To ensure elective admissions procedures and policies are adhered to and that activity and performance targets for the...

  • Patient Access Coordinator

    4 weeks ago

    Northwood, Greater London, United Kingdom East and North Hertfordshire NHS Trust Full time

    Job OverviewWe are seeking a skilled Patient Access Coordinator to join our team at East and North Hertfordshire NHS Trust. As a key member of our healthcare team, you will play a vital role in ensuring that patients receive timely and appropriate appointments for outpatient and inpatient radiotherapy and chemotherapy treatment.The successful candidate will...

  • Patient Access Liaison Officer

    3 days ago

    Northwood, Greater London, United Kingdom East and North Hertfordshire NHS Trust Full time

    We are committed to providing high-quality, compassionate care to our patients at East and North Hertfordshire NHS Trust. We are seeking a highly organized and effective Patient Access Co-ordinator to join our team at Mount Vernon Cancer Centre.Key ResponsibilitiesManage patient scheduling and co-ordinate treatment pathwaysProvide excellent customer service...

  • Patient Access Co-ordinator

    5 months ago

    Northwood, United Kingdom East and North Hertfordshire NHS Trust Full time

    Job overviewWe are recruiting for a Patient Access Co-ordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.Mount Vernon Cancer Centre (MVCC) is one of Europe’s leading and largest cancer treatment centres. Clinical radiotherapy equipment comprises of six linear accelerators including...

  • Patient Access Team Leader- The Booking Centre

    5 months ago

    Northwood, United Kingdom The Hillingdon Hospitals NHS Foundation Trust Full time

    The post holder will assist the Patient Access Manager and General Manager in the day-to-day management, performance and monitoring of Patient Access - The Booking Centre. The post holder will be responsible for providing a high standard of booking information and general non-clinical advice directly to patients [or their advocates]. The post holder will...

  • Patient Advisor

    5 months ago

    Northwood, United Kingdom Cosmetic Recruitment Full time

    **Location**: London **Salary**: £21,000 - £30,000 per annum (depending on experience) **Company**: A world-renowned aesthetic clinic We are seeking an enthusiastic and experienced **Patient Advisor** to join our small, successful, and friendly team at our prestigious clinic in London. Our clinic is led by a world-renowned aesthetic doctor, global...

  • Radiotherapy Accessibility Co-ordinator

    5 months ago

    Northwood, United Kingdom East and North Hertfordshire NHS Trust Full time

    Job overviewWe are recruiting for a Radiotherapy Accessibility Co-ordinator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patientsThis is an exciting opportunity to join the inpatient team at Mount Vernon Cancer Centre in a brand new role. You will work closely with cancer patients to identify...

  • Administrator

    6 months ago

    Northwood, United Kingdom Acre Surgery Full time

    This vacancy is for an Administrator with the possibility of some management responsibilities, for 26-30 hours per week. This will include some 8:00am starts and some 6:30pm finishes. - The role includes: - Triaging and booking appointment requests - Registering patients - Taking Reception calls from 12:30-1:30pm on specified days and at least one full...

  • Patient Concierge

    6 months ago

    Northwood, United Kingdom Skin Medical Full time

    **About us** Skin Medical is a small business in Northwood, HA6 2NP. We are professional, customer-centric, and fun. Our work environment includes: - Modern office setting - Growth opportunities - High focus on personal development - Award-winning clinic team Care Concierge **Duties**: - Greet and welcome visitors in a professional and friendly...

  • Administrative Coordinator for Adult ADHD Services

    1 week ago

    Northwood, Greater London, United Kingdom Harrow Health CIC Full time

    About the RoleHarrow Health CIC is seeking a skilled Administrative Coordinator to join our Adult ADHD Team. This role will provide administrative support to our community clinics, ensuring seamless coordination and excellent customer service.Key ResponsibilitiesManage patient bookings, triage referrals, and provide secretarial support using e-referral...

  • Community Coordinator

    6 months ago

    Northwood, United Kingdom Harrow Health CIC Full time

    Job Advert **JOB DESCRIPTION** **Job Title: Community Coordinator** **Hours: Full time hours, 8am - 8pm Monday to Sunday** **Contract: Fixed Term Contract** **Salary: From £22,000** **Location: Harrow Health CIC Head Office - Northwood** **Responsible to: Senior Team Leader** **Accountable to: Head of Contracts & Performance** **Harrow Health...

  • Medical Rota Coordinator and Administration Team Lead

    2 weeks ago

    Northwood, Greater London, United Kingdom East and North Hertfordshire NHS Trust Full time

    About the RoleWe are seeking an exceptional Medical Rota Coordinator and Administration Team Lead to join our team at East and North Hertfordshire NHS Trust. As a key member of our administration team, you will play a crucial role in ensuring the smooth operation of our medical staffing rotas.Key ResponsibilitiesCoordinating Administration: You will be...

  • Financial Administrator

    5 months ago

    Northwood, United Kingdom Bupa Care Homes Full time

    Job Number: ERS00HM Erskine Hall Watford Road Northwood Middlesex HA6 3PA Location Status On site Salary Amount 22,912.5 - 29,289 **Financial Administrator** **Erskine Hall Care Home**, Watford Road, Northwood, HA6 3PA £22,912.5 - £29,289 per annum depending on experience and qualifications Permanent contract 37.5 hours per week Monday - Friday,...

  • Band 3 Generic Therapy Assistant/ Administrator

    7 months ago

    Northwood, United Kingdom The Hillingdon Hospital NHS Foundation Trust Full time

    SPECIFIC DUTIES CLINICAL/ADMINISTRATION To work without direct supervision, but under the overall direction of qualified staff in the performance of specific tasks for an individual or group, as part of their treatment and rehabilitation programmes. Duties will include: Implementation and progression of treatment plans delegated by qualified staff or...

  • Community Coordinator

    6 months ago

    Northwood, United Kingdom Harrow Health CIC Full time

    Job Advert **JOB DESCRIPTION** **Job Title: Community Coordinator** **Hours: Full time hours, 8am - 8pm Monday to Sunday** **Contract: Fixed Term Contract** **Salary: From £22,000** **Location: Harrow Health CIC Head Office - Northwood** **Responsible to: Senior Team Leader** **Accountable to: Head of Contracts & Performance** **Harrow Health...

  • Elective Admissions Coordinator

    6 months ago

    Northwood, United Kingdom The Hillingdon Hospitals NHS Foundation Trust Full time

    The post-holder will be responsible for monitoring/auditing trust data received from Information Department and interrogating Wait list tables in PAS to ensure no patients breach the national Access, Booking and Choice targets of 100%, working in line with the Trust Patient Access policy. To ensure synchrony between outpatient waiting list and inpatient...

  • General Administrative Assistant

    4 weeks ago

    Northwood, Greater London, United Kingdom Aramark Full time

    Job OverviewWe are seeking a motivated and detail-oriented General Administrative Assistant to join our team at Aramark UK. As a key member of our team, you will be responsible for providing excellent customer service, managing front-of-house areas, and assisting with various administrative tasks.Key Responsibilities• Client focus – providing exceptional...

  • Education Centre Admin Support Coordinator

    2 weeks ago

    Northwood, Greater London, United Kingdom East and North Herts NHS Trust Full time

    About the RoleWe are seeking a highly skilled and dedicated individual to join our admin team at the Mount Vernon Cancer Centre. As an Education Centre Admin Support Coordinator, you will play a vital role in supporting the education centre on a range of administrative activities. This includes supporting trust wellbeing events, communicating effectively...

  • ADHD Coordinator Telephonist

    2 weeks ago

    Northwood, United Kingdom Harrow Health CIC Full time

    Job summary Managing day-to-day administrative tasks, contact the patients to offer a timely, accessible appointment as agreed with the patient, either face to face or virtual. Main duties of the job Work with the ADHD team co-ordinating care from referral to discharge. Patients will be referred via the electronic referral system and the case...