Diagnostic Appointments Administrator

Job description

Job responsibilities

1. Communication & Patient Liaison

The role requires clear, effective, and compassionate communication with patients, carers, visitors, and the multidisciplinary team, in line with the Trusts values. Responsibilities include managing incoming telephone calls, responding to patient email queries, handling physical post, and overseeing the "In-Basket" function.

The administrator acts as the primary contact for the department, managing stakeholder queries and escalating complex issues to the appropriate clinical team. They provide reassurance and expected response times for escalated cases. Additionally, they handle patient correspondence, including "No Contact" letters and consultant-generated ad-hoc letters for insurance and other purposes.

2. Coordinating Patient Care

The role involves proactive patient pathway management, including monitoring the Patient Tracking List (PTL) and escalating unresolved pathway issues. Responsibilities include scheduling patient appointments for diagnostics, inpatient stays, and non-complex PET-CT, Nuclear Medicine, and Bone Density scans.

Administrators must maintain efficient communication with patients, GPs, and internal staff, ensuring timely appointment confirmations and adjustments. They conduct reminder calls to reduce non-attendances and manage patient messaging via text reminder services.

Data accuracy is a critical responsibilityadministrators ensure all patients are correctly recorded on Epic, verifying waiting list details and escalating discrepancies as needed. They are responsible for booking pre-operative assessments, diagnostics, and related procedures while processing daily orders in Epic within required timeframes.

Additionally, administrators are responsible for processing referrals, booking outpatient appointments via Epic and Alliance Medical RIS, and arranging interpreters as needed. They also assist clinical teams by collating patient information upon request.

3. Supporting Clinical Teams

This role provides administrative support to clinical teams, ensuring smooth workflow and timely correspondence management. Administrators oversee clinical staff inboxes, prioritizing and flagging high-priority messages for PET-CT, Nuclear Medicine, and Bone Density services.

Further responsibilities include supporting virtual clinic operations, monitoring the "InBasket" function for internal communication, managing clinic template amendments and cancellations, and scheduling patients per clinical diaries and local protocols.

Participation in team meetings ensures alignment with service priorities and continuous improvement initiatives.

4. Data Management, Data Quality & Systems Responsibilities

Administrators must be proficient in using Epic, Alliance Medical RIS, or equivalent systems, ensuring accurate data entry and updating patient records per Standard Operating Procedures (SOPs).

Responsibilities include verifying patient demographics during every interaction, flagging duplicate records, and escalating them for correction. Administrators also support patients in registering for the MyChart App and direct them to the Helpdesk for technical support.

Additionally, they contribute to data quality workstreams, ensuring compliance with Trust standards and regulatory requirements.

Person Specification

Experience

Desirable

• Prior experience in healthcare administration, medical office, or scheduling roles.
• Proficiency in Epic, Patient tracking lists and Work-queues.

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.

Certificate of Sponsorship

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).

Employer details

Employer name

King's College Hospital NHS Foundation Trust

Address

King's College Hospital

Denmark Hill

London

SE5 9RS

Employer's website

https://www.kch.nhs.uk/ (Opens in a new tab)