Outpatient Administrator

3 months ago

Nottingham, United Kingdom Nottingham University Hospitals NHS Trusts Full time

Job summary

This is an exciting opportunity within Therapy & Rehabilitation Services, Clinical Support Division based at QMC . The Outpatient Administrator's core working days are Monday to Friday, with shift patterns between 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. You will need to be able to demonstrate a clear understanding of confidentiality issues, be well motivated and reliable. You will be able to understand and accurately convey verbal and written information and be able to remain calm under pressure.

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 present a professional and polite attitude at all times.

Main duties of the job

The post holder will be required to work within the Therapy Services Department and take responsibility for:

Maintaining Careflow clinics and diaries, including amendments and supporting teams when building new clinics Administrating and receiving referral letters, email referrals, electronic and other internal referrals, Maintaining out-patient appointment waiting lists, using judgement and initiative to scheduling out-patient appointments in accordance with Trust waiting list targets, and handling associated telephone calls, for the specialties. Close liaison with Managers within the Directorate, patients, hospital administrative and clinical staff will be necessary in order to provide a prompt and quality patient focused service

About us

With over 19,000 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

1. Using Careflow PAS or any other relevant electronic patient administration systems arrange appointments for new and follow up clinics.

2. Be responsible for arranging partial booking follow up appointments.

3. Reduce and cancel clinics

4. Arrange transport as necessary

5. Ensure Referral to treatment patient data quality is accurate at all times.

6. Deal appropriately with enquiries, by telephone, email and in person, from staff and the general public, seeking advice or referring elsewhere if necessary.

7. Manage the demand and capacity within the standard operating practice taking decision to escalate to the directorate management team any capacity issues

8. Provide local training and support on Careflow PAS

9. Support clinical teams with clinic creation requests, amendments and other administrative tasks

10. Ensure all referrals are logged and booked in a timely manner meeting the standards in the NUH Access Policy.

11. Responds to any temporary day to day demand and capacity updates required in Careflow

12. Print appointment/procedure confirmation letters as necessary and send to patients with the relevant information leaflets promptly.

13. Keep personally updated and be able to advise patients in relation to peripheral services available, transport, interpreting services etc.

14. Notify Outpatient Co-ordinator or designated person of any patients who fail to attend their appointment who will take necessary action in line with department and/or Trust policies.

15. Receive and respond to enquiries from patients/carers adhering to Trust confidentiality guidelines at all times

16. Distributing and opening in-coming mail timely and dealing with appropriately.

17. Be able to competently use Careflow PAS and other information technology systems and participate in training programmes to develop and update personal skills to meet the needs of the department.

18. Maintain tidy, safe working environment, reporting any hazards or faults timely and appropriately .

19. Present a professional, polite and courteous attitude at all times and be appropriately dressed when on duty.

20. Undertake any other duties, which may reasonably be required

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 Clerical experience including photocopying, filing dealing with confidential information with sensitivity and discretion

Desirable

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

Communication and relationship skills

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 Skills

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 Skills

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 oRemains 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 multi task Consistently works to a high standard Works within prescribed deadlines Sets and achieves high standards for own behaviour and personal presentation Displays self-confidence, innovation and a positive image

Physical Skills

Essential

Frequent use of VDU Frequent sitting at a keyboard Able to work across 2 campuses if required, sometimes at short notice

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