Outpatient Administrator

2 weeks ago

Nottingham, United Kingdom Nottingham University Hospitals NHS Trusts Full time

Job summary

This is an excellent opportunity to join the Therapy & Rehabilitation Outpatient Admin Service, Clinical Support Division based at City Hospital. The Outpatient Administrators core working days are Monday to Friday, with shift patterns between 7:45am-5:00pm.

You will have excellent customer service skills and be committed to providing a first class service. You will be a conscientious and enthusiastic team player with excellent organisational skills and a proactive, 'can do' attitude and the ability to Use your own initiative and respond to queries within and outside of the organisation with a professional manner to patients, relatives and staff.

You will need to be able to demonstrate a clear understanding of confidentiality issues, be well motivated and reliable with the ability to use your own initiative.

You will be able to understand and accurately convey verbal and written information and be able to remain calm under pressureand respond to queries within and outside of the Organisation with a professional manner to patients, relatives and staff.

You will present a professional and polite attitude at all times

Main duties of the job

Main duties of the role are:

Registering new patients Booking/amending/cancelling patient appointments Reception duties Answering patient queries by phone and email Processing of legal requests Management of team email inboxes Liaising with colleagues and clinical staff to amend diaries General administration

About us

With over 20,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Job description

Job responsibilities

The post holder will be required to work mainly at City campus and take responsibility for:

Administration of the Electronic Patient Administration System, receiving referral in various formats and maintaining partial booking and out-patient appointment waiting lists, using judgement and initiative to scheduling out-patient appointments in accordance with local protocols and Trust waiting list targets, and handling associated telephone calls, for the specialties.

Close liaison with Clinical Staff, Managers, patients and hospital administrative staff will be necessary in order to provide a prompt and quality patient focused service

Person Specification

Training & Qualifications

Essential

To possess 5 GCSE A-C grades including English and Maths or equivalent experience NVQ Level 2/3 in administration/Customer Service or equivalent experience and willingness to complete if required

Desirable

IT qualification GCSE or higher, ECDL/ECDL+

Experience

Essential

Previous relevant administration experience IT literate and experience of using IT systems Previous experience in a customer service based role Evidence of team working

Desirable

Use of NHS computer systems Medway PAS, Winscribe and WEBHISS/Medical Office

Communication & Relationships

Essential

Excellent telephone manner Ability to communicate effectively with different audiences Ability to communicate complex information in a clear manner Able to work as, and recognise own role, as part of an effective team Able to present a friendly, helpful and professional image

Analytical and Judgement

Essential

Exercise use of initiative, judgement and decision making skills Demonstrate problem solving skills Accuracy and attention to detail Understanding of the importance of confidential or sensitive information Able to analyse situations/issues Works in line with standard procedures Works in line with organisational goals and objectives

Planning and Organisation

Essential

Able to work independently, using own initiative Able to recognise when to escalate issues appropriately and who to escalate to Manages time effectively Demonstrates prompt timekeeping and good attendance at the workplace Remains calm and co-operative under pressure or in difficult and uncertain situations Proactive, highly motivated and demonstrates enthusiasm and a conscientious approach to work Able to work in a flexible, enthusiastic way Able to adapt to changing systems and processes and embrace new technologies/systems Able to multitask Consistently works to a high standard Works within prescribed deadlines Sets and achieves high standards for own behaviour and personal presentation Displays self-confidence, innovations and a positive image

Physical

Essential

Frequent use of VDU equipment Frequent sitting at a keyboard

Other

Essential

Flexibility to work across the 2 campuses if required

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