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Nurse-Led Outpatients Administrator
1 month ago
Job summary
As an administrator for nurse led clinics in Urology, you will:
Put patient care first.
We are looking for a co-ordinator to enhance our patients journey and experience in our department.
Meet the needs of every individual. Use your organisational skills to make a positive impact.
If you are interested in high standards of patient care, have good communication skills and are highly motivated you would enjoy working within this team. It would be desirable that you would have already had some experience within the healthcare profession, due to the demands and workload of our department.
Main duties of the job
To provide comprehensive administration services to support all functions of the nurse-led clinics mainly with the Day care activities within Urology department.
The post holder will be required to undertake a range of tasks, including effective appointment booking, accurate data input on the relevant clinical system, processing of referrals, uploading and processing of clinical information, and involvement in Service improvement projects particularly that involves with the nursing team on an ad hoc basis. The post holder is required to ensure that all duties are carried out to a high professional standard whilst delivering a friendly, patient centred service.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK St Mark's Hospital: an internationally renowned specialist centre for bowel disease Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description
Job responsibilities
To communicate with a wide range of people, including patients, carers, GPs, clinicians, work colleagues and other professionals on a range of matters on a daily basis. This communication could be verbal, written, or electronic.
To provide an efficient appointment booking service to patients/carers with appropriate recording of information on the acute clinical system as per operational procedures.
Liaison with clinical teams and clinical managers for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision.
To ensure that all telephone enquiries are handled politely and sympathetically in a professional manner, ensuring that all messages are passed on to the appropriate person in a timely and accurate way.
To deal with incoming calls, communicating information to patients, relatives, and the general public in a calm professional manner consistent with Trust policies and procedures, whilst presenting a positive image of the service.
To follow the trust standard process when booking appointments for patients, ensuring that the patient is offered an appointment with an appropriate clinician and choice of location where possible, recording the appointment on the clinical system as per operational procedure.
Retrieval of voicemail messages and emails on a daily basis, ensuring appropriate redirection or escalation in a timely manner.
To send appointment notifications and reminders to patients using appropriate communication methods as outlined in the operational policy, including e-mail, letter, and text messaging via the clinical system.
To send discharge letters and other correspondence to patients and referrers as necessary.
To escalate patient complaints to the line manager if the patients issues cannot be resolved.
Regularly inform referrers and patients of current service waiting times and escalate any issues as necessary.
To manage challenging conversations with patients when informing them of necessary appointment cancellations.
Please see attached Job Description and Person Specification for full duties and responsibilities
Person Specification
Training & Qualifications
Essential
GCSE's grade C and above, including English and Mathematics
Desirable
NVQ 3 in customer care or equivalent qualification
Experience
Essential
Experience of dealing with the public NHS experience NVQ 3 in customer care or equivalent qualification or experience Able to work effectively in stressful situations. Accurate data entry and keyboard skills
Desirable
A working knowledge of medical terminology
Skills
Essential
Excellent organizational skills o Skills and numerical skills Excellent verbal and written communication skills ability to prioritise work and approach new tasks flexibly. Competent telephone manner Ability to demonstrate a polite and sympathetic manner to patients and staff. Ability to prepare clear and accurate information ability to work under pressure.
Desirable
Knowledge of Medical Terminology