Patient Administrator
2 months ago
Job summary
We are looking for a new Patient Administrator to join ourBristol site. This will be 40 hours over 5 days per week, including weekends ona rota basis.
As youd guess from the title this role involves carryingout different administrative duties and its a varied role you could bebooking patients into their appointments, making and answering phone calls,sending and replying to emails, managing the post and sending letters ordealing with enquiries. Our clinics are busy so were looking for someone wholoves working in a fast-paced environment where every day is different.
Main duties of the job
You will be the central point of contact for all telephone queries from both patient and clinic staff and will ensure that an efficient administration service is delivered whilst maintaining a positive relationship with internal and external parties at every interaction.
We need someone who is incredibly customer focused and enjoys meeting and talking to people the thought of eye surgery can be a daunting prospect for patients to deal with, so all our team members need to be empathetic and friendly and able to put patients at ease.
About us
Newmedica are one of the leading providers of NHSophthalmology services in England, providing outpatients appointments,diagnostic testing and eye surgery. We aim to change lives through better sightand eye health.
We care for thousands of NHS and private patients a year inour specialist eye clinics across the country. We have significant growth plansover the next few years as we look to establish a national footprint and openmany new sites across the UK.
We are thrilled to say that following an independentlyconducted survey of Newmedica colleagues, we have been certified as a GreatPlace to Work. This is a global benchmark that recognises employers who createan outstanding employee experience.
Job description
Job responsibilities
Reporting to the Patient Admin Lead, as a Patient Administrator you would be responsible for ensuring that clinics are set up and fully utilised, booking appointments in a timely manner as per the correct pathways, recording appointment outcomes, and ensuringoperational and clinical governance protocols are maintained. You will be managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedicas electronic patient record is up-to-date. At all times you will ensure that healthcare and risk management standards are met whilst supporting the service. Patient Administrators are also the central point of contact for all telephone queries from both patients and clinic staff, ensuring that an efficient administrative service is delivered whilst maintaining a positive relationship with internal and external parties at every interaction.
Key Responsibilities:
To be responsible for the setup and management of all clinic diaries within our electronic medical appointment system. Have the ability to ensure a smooth and timely patient journey whilst maximizing productivity, escalating any issues to the Deputy Patient Admin Lead.
To book new and follow-up patient appointments ensuring that all clinics and theatres are fully utilised whilst understanding the individual requirements for each clinic type.
Management of patient data; ensuring electronic patient records (EMMA/OpenEyes) are accurately updated and stored correctly, including archiving and recording all clinical outcomes following appointments.
To be responsible for ensuring that all patient reminders, including calls, text and letters,are conducted in line with team processes.
To be responsible for ensuring that all clinical correspondence is actioned in a timely manner.
To act as the central point of contact for all telephone enquiries and email correspondence from patients, including NHS and Private Patients, and clinic staff, resolving or escalating issues as appropriate.
To liaise with GPs and other clinicians to resolve enquiries and provide assistance with examination/clinic letter reports.
Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits.
Management and minimisation of DNAs
Proactively manage the patients to be booked list in line with KPI requirements of Referral Treatment Times (RTT) Management of referrals including funding applications and understanding of NHS and Private pathways
Promptly escalate any unresolved or complex patient or client-related issues in a timely manner to the Deputy Patient Admin Lead.
Support the Deputy Patient Admin Lead in ensuring that all month end tasks and procedures are completed by the last working day of the month
Monitoring of all communication response rates, ensuring that Key performance indicators (KPIs) are met and provide general administration and support to Deputy Patient Admin Lead and Clinical Assistants in the running of the service.
Support the Deputy Patient Admin Lead in implementation of new service delivery initiatives in conjunction with the Senior Management team
Provide weekly updates on clinic/theatre scheduling, utilisation and any clinical gaps.
Assist with the Private Patient Admin tasks as required such as payments, ordering of lenses, general enquiries and additional ad hoc tasks.
Ensure that exceptional customer service is delivered to patients, carers and clients at alltimes via all communication methods
The post holder will be competent to work within the reception area of clinic and undertake all aspects of the receptionist role when required.
Assist with the transfer of patients as per agreed Inter-Provider Transfers contract to ensure patients are prioritised in order of longest waiting times.
Person Specification
Qualifications
Essential
Minimum of GCSE, or equivalent, in Maths and English
Experience
Essential
Experienced administrator who can deliver to a consistently high standard within a busy working environment Excellent verbal and written communication skills including outstanding telephone manner Excellent organisation skills and the ability to multi-task Respects confidentiality at all times in dealing with calls or visitors directly Enjoys working with a range of people and is able to tailor their approach to a diversity of patient needs with a friendly and accessible personal manner Self-starter with the ability to work on own initiative, as well as working well within a multidisciplinary team. Enjoys the routine and rhythm of a process driven environment. Able to balance working independently with knowing when to seek appropriate escalation. Ability to prioritise in a fast-paced working environment Demonstrates the ability to, or willingness to learn, self-reflection and openness to feedback combined with the commitment to improve. Excellent computer skills, comfortable with Microsoft Office products and the ability to learn new patient record systems Maintains a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.
Desirable
Previous medical records experience, including scheduling and experience of RTT, is an advantage-
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