Patient Access Administrator
2 weeks ago
Job summary
This caring and busy Outpatient Appointment Centre is looking for multiple Patient Access Administrators to join us at these exciting times.
We have 2 x full time permanent posts
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
4 weeks ago
Northwood, Greater London, United Kingdom The Hillingdon Hospital NHS Foundation Trust Full timeJob summary 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. Main duties of the job To ensure elective admissions procedures and policies are adhered to and that...
-
Patient Access Team Leader
4 weeks ago
Northwood, United Kingdom The Hillingdon Hospital NHS Foundation Trust Full timeTo 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
4 weeks ago
Northwood, United Kingdom The Hillingdon Hospitals NHS Foundation Trust Full timeThe 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 Team Leader
4 weeks ago
Northwood, United Kingdom The Hillingdon Hospital NHS Foundation Trust Full timeJob summary 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. Main duties of the job To ensure elective admissions procedures and policies are adhered to and...
-
Patient Administrator
4 weeks ago
Northwood, United Kingdom Circle Health Group Full timeClosing date09/06/2024 - HoursPart time - Role TypeBank (Seasonal) - Location(s)- Bishops Wood Hospital - Northwood**Overview**: **Patient Administrator (Bank)** **The Bishops Wood Hospital** **Bank Shifts** **Salary Up to £11.88 per hour** **The Bishops Wood Hospital** in **Middlesex** is part of Circle Health Group, Britain's leading provider of...
-
Patient Access Team Leader- The Booking Centre
3 weeks ago
Northwood, United Kingdom The Hillingdon Hospital NHS Foundation Trust Full timeJob summary 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]. ...
-
Patient Access Co-ordinator
3 weeks ago
Northwood, United Kingdom East and North Hertfordshire NHS Trust Full timeJob 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
3 weeks ago
Northwood, United Kingdom The Hillingdon Hospitals NHS Foundation Trust Full timeThe 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
3 weeks 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...
-
Macmillan Accessibility Co-ordinator
4 weeks ago
Northwood, Greater London, United Kingdom East and North Hertfordshire NHS Trust Full timeThe Macmillan Accessibility Co-ordinator is an exciting opportunity to join the inpatient team at Mount Vernon Cancer Centre in a brand new role. The post holder will work closely with cancer patients to identify social and support needs through the completion of electronic holistic needs assessments (eHNA). The eHNA tool will help identify any areas of...
-
Radiotherapy Accessibility Co-ordinator
4 weeks ago
Northwood, United Kingdom East and North Hertfordshire NHS Trust Full timeJob 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...
-
Patient Registration Clerk
4 weeks ago
Northwood, Greater London, United Kingdom East and North Hertfordshire NHS Trust Full timeThe Cancer Services at the Mount Vernon, Northwood is looking for an enthusiastic, motivated and reliable Patient Registration Clerk, to work as part of a dedicated and friendly performance team. If you have good organisational skills and you are able to interact with people at all levels this job will be what you are looking for.This role is pivotal for the...
-
Macmillan Accessibility Co-ordinator
4 weeks ago
Northwood, Greater London, United Kingdom East and North Hertfordshire NHS Trust Full timeThe Macmillan Accessibility Co-ordinator is an exciting opportunity to join the inpatient team at Mount Vernon Cancer Centre in a brand new role. The post holder will work closely with cancer patients to identify social and support needs through the completion of electronic holistic needs assessments (eHNA). The eHNA tool will help identify any areas of...
-
Patient Affairs Officer
1 month ago
Northwood, United Kingdom NHS Professionals Full time**Job Title**:Patient Affairs Officer **Trust Location**:East and North Hertfordshire NHS Trust Would you like to be a part of a team that works well together, always there to help each other? If you answered yes, East and North Hertfordshire NHS Trust is the place for you. **About the Trust** East and North Hertfordshire NHS Trust provide services to...
-
Administrator
1 month ago
Northwood, United Kingdom Acre Surgery Full timeThis 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...
-
Administrator
1 month ago
Northwood, United Kingdom Acre Surgery Full timeWe are looking 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. Applicants must also have weekend flexibility. The salary for this role is dependent on experience working across our two busy sites, Acre Surgery in Northwood and Acrefield...
-
Patient Concierge
4 weeks 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...
-
Community Coordinator
1 month ago
Northwood, United Kingdom Harrow Health CIC Full timeJob 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...
-
Administrative Assistant
1 month ago
Northwood, United Kingdom East and North Hertfordshire NHS Trust Full timeWe are recruiting for a Administration Assistant who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients. If you're looking for a fast-paced, varied role and enjoy a customer-care type position, this will be an exciting job for you. We have two posts available, working up to 37.5 hours per week,...
-
Community Coordinator
1 month ago
Northwood, United Kingdom Harrow Health CIC Full timeJob 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...
