Job summary
Assisting and supporting (including cross covering) other members of the administrative team across the department or division, including dealing with telephone calls and resolving simple enquiries for patients, their carer's and visitors plus reception type duties when required.
Carry out designated administrative tasks under direction and with guidance, and following agreed standard operating procedures.
Scheduling of patients and the timely management of the work queues in line with standard operating procedures.
Main duties of the job
Communication and Patient Liaison
Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust's values.
Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and 'In-Basket'.
Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a to whom it may concern.
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
PTL monitoring / updating / escalating where patient pathway issues are identified if not within theirscope to resolve.
Responsible for booking of patients appointments, diagnostics and inpatient stays, throughout their patient pathway.
Corresponding with patients, practices and internal staff.
Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
Management of patient correspondence via text reminder services.
Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team member.
Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes.
Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.
Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
Process and register referrals, booking outpatient appointments within Epic.
To book interpreters as required.
Collate required patient information at the request of clinical teams.
Job description
Job responsibilities
PTL monitoring / updating / escalating where patient pathway issues are identified if not within theirscope to resolve.
Responsible for booking of patients appointments, diagnostics and inpatient stays, throughout their patient pathway.
Corresponding with patients, practices and internal staff.
Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.
Management of patient correspondence via text reminder services.
Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team member.
Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes.
Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.
Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
Process and register referrals, booking outpatient appointments within Epic.
To book interpreters as required.
Collate required patient information at the request of clinical teams.
Person Specification
Education
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
Desirable
- Understanding of Patient Access Targets
Knowledge
Essential
- Strong computer skills, including familiarity with Microsoft Office Suite.
Desirable
- Prior experience in healthcare administration, medical office, or scheduling roles.
Skills
Essential
- Clear & effective communication skills both written and verbal
Desirable
- Proficiency in Epic, Patient tracking lists and Work-queues.
Person Specification
Education
Essential
- Educated to GCSE level or equivalent, with Grade C or above in English and Maths.
Desirable
- Understanding of Patient Access Targets
Knowledge
Essential
- Strong computer skills, including familiarity with Microsoft Office Suite.
Desirable
- Prior experience in healthcare administration, medical office, or scheduling roles.
Skills
Essential
- Clear & effective communication skills both written and verbal
Desirable
- 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.
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).
Employer details
Employer name
King's College Hospital NHS Foundation Trust
Address
King's College Hospital NHS Foundation Trust
Denmark Hill
London
SE5 9RS
Employer's website
https://www.kch.nhs.uk/ (Opens in a new tab)
