Job summary
An exciting opportunity has arisen to join the Ophthalmology Admissions Team as an Admissions Officer. This vacancy is a full time, maternity leave cover (37.5 hours per week) Band 3 role. To ensure sufficient cover for the service, the working pattern may vary from 08:00 - 16:00 / 09:00 - 17:00 / 10:00 - 18:00 on a rota basis.
We are looking for an enthusiastic and patient focused individual, with good communication skills, and the ability to work effectively both as part of a time and independently.
This role will involve liaising closely with Consultants, Clinical Fellows and Junior Doctors, Nurses, Orthoptists and Optometrists as well as the wider administrative team, in order to ensure that patient pathways are managed appropriately.
Main duties of the job
The Admissions Officer will be the first point of contact for patients and service users providing an in-depth knowledge of inpatient scheduling procedures.
The Admissions Officer will liaise closely with the clinical team and speciality management teams to ensure patients receive timely and appropriate appointments according to their care pathway.
Depending on the requirements of the speciality, the post holder will be required to rotate within the team, providing clinic reception cover, scheduling functions, general administrative support and telephone cover for their speciality. This will ensure that, at every contact with the Trust, patients are able to speak to staff who understand their scheduling needs and that clinical teams are always supported by knowledgeable administrative staff.
About us
Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK's busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
We have a long tradition of clinical and scientific achievement and - as part of King's Health Partners - we are one of England's eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research's biomedical research centres, established with King's College London in 2007, as well as dedicated clinical research facilities.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
Job description
Job responsibilities
Before the first patient visit
- To act as the first point of call for all patient access queries to the Trust.
- On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines liaising with the Referral Management Centre as required.
- Be responsible for the scheduling of outpatient, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Liaise with patients prior to their hospital visit to ensure that a mutually convenient date and time is agreed.
- Ensure that patients are appropriately reminded of their appointments. This may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Ensure that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
- Ensure that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
During the patient visit
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Ensure that patients and visitors are well informed and that messages are communicated promptly.
- Respond to enquiries in a courteous and efficient manner.
- Ensure all patients demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
- Administer the clinic using the Trust patient management system as per the Patient Access Team Standard Operating Procedure.
- Ensure that all data is inputted accurately into the computerised hospital administration system in a timely manner.
- Liaise with the medical, nursing and allied health professional staff to ensure the smooth running of the clerical function within the clinics.
- Escalate any issues with the administrative function of the clinics immediately to the Patient Access Supervisor.
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Using the PML (Patient Management Listings) ensure that the booking of all patients are line in with Trust and National waiting time targets and escalate exceptions.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.
- Responsible for the accurate input and maintenance of confidential data onto relevant Trust IT systems.
- To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
- Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.
- In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
- Work flexibly to ensure that the Patient Access Team operates effectively, including working across both acute hospital sites and across all specialty boundaries.
- Assist in investigating any complaints or incidents that arise in relation appointments or admissions for your speciality.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
- Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.
Job description
Job responsibilities
Before the first patient visit
- To act as the first point of call for all patient access queries to the Trust.
- On receipt of all new referral letters ensure that the vetting process has been followed in line with departmental guidelines liaising with the Referral Management Centre as required.
- Be responsible for the scheduling of outpatient, elective admissions and all associated appointments according to clinical urgency and length of wait in accordance with departmental procedures and Trust Policies.
- Liaise with patients prior to their hospital visit to ensure that a mutually convenient date and time is agreed.
- Ensure that patients are appropriately reminded of their appointments. This may include sending reminder letters or contacting patients by telephone, up to seven days before their visit to re-confirm attendance in line with departmental protocols.
- Ensure that departmental standards are met for patients receiving notification or acknowledgement of their visit.
- Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
- Ensure that each patient is treated as an individual and their individual needs are met (ie: appropriate support is in place for their appointment, such as interpreting support).
During the patient visit
- Provide a welcoming and efficient reception service and to put patients at their ease.
- Ensure that patients and visitors are well informed and that messages are communicated promptly.
- Respond to enquiries in a courteous and efficient manner.
- Ensure all patients demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.
- Administer the clinic using the Trust patient management system as per the Patient Access Team Standard Operating Procedure.
- Ensure that all data is inputted accurately into the computerised hospital administration system in a timely manner.
- Liaise with the medical, nursing and allied health professional staff to ensure the smooth running of the clerical function within the clinics.
- Escalate any issues with the administrative function of the clinics immediately to the Patient Access Supervisor.
Ongoing pathway management
- Develop expertise in all aspects of the speciality pathways for your access team.
- Using the PML (Patient Management Listings) ensure that the booking of all patients are line in with Trust and National waiting time targets and escalate exceptions.
- Respond to patient queries or concerns in an effective and professional manner, escalating where appropriate to Team Leaders.
- Responsible for the accurate input and maintenance of confidential data onto relevant Trust IT systems.
- To have a clear and up to date knowledge of the rules and protocols of the service to ensure full and effective utilisation of clinical capacity.
- Ensure regular, efficient validation of all waiting list data in accordance with Trust Policies.
- In conjunction with Team Leaders, review cancelled/suspended/deferred patients ensuring appropriate action is taken.
- Attend regular meetings with management and clinical teams to review booking horizons and to ensure that theatre lists are signed off by clinical teams 7 days prior to this list taking place.
- Work flexibly to ensure that the Patient Access Team operates effectively, including working across both acute hospital sites and across all specialty boundaries.
- Assist in investigating any complaints or incidents that arise in relation appointments or admissions for your speciality.
- Ensure that the any telephone, e-mail or written queries are responded to within the appropriate timeframe and escalated if necessary.
- Develop and maintain relationships with all staff groups to ensure the patient access teams function as effectively as possible.
Person Specification
Education and Qualifications
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience.
Desirable
- IT package qualification / training such as the European Computer Driving Licence (ECDL)
- Customer service qualification / training.
Experience and Knowledge
Essential
- Proven experience of working in an administrative role demonstrating evidence of: 1.competent data collection and data quality 2.working with confidential documents and information.
- Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
- Experience of working both autonomously and in a team.
Desirable
- Knowledge of medical terminology
- Experience of an administrative role within the NHS.
Skills/ Knowledge/ Abilities
Essential
- Excellent communication skills
- Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- Ability to work on own initiative and with minimal supervision
- Ability to work within a team and develop good working relationships with colleagues at all levels
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
Desirable
- Knowledge of the key waiting times targets including 18 weeks.
- Knowledge of Trust hospital systems
Person Specification
Education and Qualifications
Essential
- Good general education with English and Maths to GCSE standard or equivalent
- Relevant NVQ 3 or equivalent qualification or experience.
Desirable
- IT package qualification / training such as the European Computer Driving Licence (ECDL)
- Customer service qualification / training.
Experience and Knowledge
Essential
- Proven experience of working in an administrative role demonstrating evidence of: 1.competent data collection and data quality 2.working with confidential documents and information.
- Experience of working in a customer focused environment demonstrating the ability to deal difficult customers and challenging situations
- Experience of working both autonomously and in a team.
Desirable
- Knowledge of medical terminology
- Experience of an administrative role within the NHS.
Skills/ Knowledge/ Abilities
Essential
- Excellent communication skills
- Excellent organisational skills, with a demonstrable ability to manage and prioritise workload and work methodically, efficiently and accurately to meet tight deadlines.
- Proficient IT skills experience of using Microsoft Word, Excel and Outlook
- Ability to work on own initiative and with minimal supervision
- Ability to work within a team and develop good working relationships with colleagues at all levels
- Understanding of confidentiality and its application and maintenance in and out of the workplace.
Desirable
- Knowledge of the key waiting times targets including 18 weeks.
- Knowledge of Trust hospital systems
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
