Job summary
Senior Patient Administrator Patient Access
The post holder will provide a comprehensive patient focused administrative service on a day-to-day basis to a multi-disciplinary team. The successful candidate must be able to work both autonomously and as a member of the team and be able to undertake a wide range of administrative duties. You will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible approach.
PLEASE NOTE ADVERT WILL BE CLOSED ONCE SUFFICIENT NUMBER OF APPLICATIONS HAVE BEEN RECEIVED
Main duties of the job
Successful applicants will demonstrate excellent communication skills in order to deliver a high standard of customer service to our patients. The post holder will also be responsible for the coordination of their workload to meet the demands of senior leaders of the Division and where appropriate for ensuring necessary follow up action and deadlines are met. Attention to detail is principal in this post as is the ability to prioritise workload, previous experience in administration and Booking Team is essential.
Knowledge of Cerner is essential for this post
Key working relationships
- General Manager, Service Managers, Junior Service Manager and Team Leader
- Medical and Nursing staff
- POA team
- Other departments
- Divisional Leads
- Outpatient Administrator
About us
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are committed to creating an environment where all voices are heard, respected, and empowered to succeed.
If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful.
Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Job description
Job responsibilities
Roles and responsibilities
- Assist the Assistant Service Manager in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload, day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.
- Support the Assistant Service Manager in maximising the best use of clinical and non-clinical resources.
- Ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills.
- Proactively manage patient pathways so that all patients receive a high standard of service delivery.
- Use initiative when dealing with patients problems or when dealing with managers and consultants who may request patient information.
- Ensure all activity is cashed up in a timely manner using Trusts PAS/appropriate IT system including DNAs and discharges.
- Participate in new staff induction, demonstrates duties to new starters and providing close supervision.
- Develop of new members of the team through training and supervision.
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development.
- Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- Collect and use data to measure performance of department against objectives.
- Assist all members of staff and patients with the uptake of new technologies, and where required become a user champion to embed learning.
- Assist in sourcing specialist equipment as appropriate.
- Flag up and report overseas visitors for payment.
- Retrieve and validate missing NHS numbers card and investigate errors.
- Participate in regular team meetings and other relevant meetings e.g. Patient Access.
- Assist in the maintenance of stationery stock.
- Organise and prioritise workload with minimal supervision.
Reception Bookings
- Ensure that patients surgery is booked in accordance with booking rules outlined in the Trusts Access Policy, in order that patient pathway targets are achieved.
- Identify potential long waiters and agree remedial actions.
- Escalate any capacity issues via the local escalation process.
- Book transport as and when necessary and communicate with transport office any changes when rebooking a patients appointment.
- Organise the day-to-day running of the in-patient waiting list proposing and agreeing changes/additions to the theatre lists working closely with clinicians and managers as appropriate.
- Ensure that all patients on the waiting list are validated to promote an effective management of the Trusts 18 weeks pathway.
- Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 weeks in advance with line manager and Clinicians.
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Liaise with theatre staff, clinicians, anaesthetists and Service Manager to ensure lists are fully utilised.
- Liaise with medical staff regarding waiting lists and theatre list. Assist in organising any special requirements as and when needed.
- Undertake a weekly review of the waiting list to ensure patients are treated by clinical priority and wait time.
- Collate and circulate the weekly admissions planner for clinical and managerial staff.
- Keep comprehensive records of any cancelled and rescheduled theatre sessions.
- Produce the cancellations spread sheet on a daily basis.
- Collate, input, interpret, analyse, and extract data for audit/presentations to be used by clinicians/managers as and when requested.
- Provide patient information to GP practices, also to liaise with GPs regarding results, special needs and concerns.
- Plan and maintain one year in advance theatre sessions, pre-assessment, and operating schedule to achieve wait time targets.
PLEASE SEE JD/PS FOR FULL JOB DETAILS
Job description
Job responsibilities
Roles and responsibilities
- Assist the Assistant Service Manager in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload, day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.
- Support the Assistant Service Manager in maximising the best use of clinical and non-clinical resources.
- Ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills.
- Proactively manage patient pathways so that all patients receive a high standard of service delivery.
- Use initiative when dealing with patients problems or when dealing with managers and consultants who may request patient information.
- Ensure all activity is cashed up in a timely manner using Trusts PAS/appropriate IT system including DNAs and discharges.
- Participate in new staff induction, demonstrates duties to new starters and providing close supervision.
- Develop of new members of the team through training and supervision.
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development.
- Suggest improvements to systems, with ways of measuring effectiveness of any changes made.
- Collect and use data to measure performance of department against objectives.
- Assist all members of staff and patients with the uptake of new technologies, and where required become a user champion to embed learning.
- Assist in sourcing specialist equipment as appropriate.
- Flag up and report overseas visitors for payment.
- Retrieve and validate missing NHS numbers card and investigate errors.
- Participate in regular team meetings and other relevant meetings e.g. Patient Access.
- Assist in the maintenance of stationery stock.
- Organise and prioritise workload with minimal supervision.
Reception Bookings
- Ensure that patients surgery is booked in accordance with booking rules outlined in the Trusts Access Policy, in order that patient pathway targets are achieved.
- Identify potential long waiters and agree remedial actions.
- Escalate any capacity issues via the local escalation process.
- Book transport as and when necessary and communicate with transport office any changes when rebooking a patients appointment.
- Organise the day-to-day running of the in-patient waiting list proposing and agreeing changes/additions to the theatre lists working closely with clinicians and managers as appropriate.
- Ensure that all patients on the waiting list are validated to promote an effective management of the Trusts 18 weeks pathway.
- Monitor the waiting list on a weekly basis and liaise with line manager about variances in performance and projections. Plan theatre lists 4 weeks in advance with line manager and Clinicians.
- Liaise with patients/carers to arrange pre-assessment appointments for patients requiring surgery.
- Liaise with theatre staff, clinicians, anaesthetists and Service Manager to ensure lists are fully utilised.
- Liaise with medical staff regarding waiting lists and theatre list. Assist in organising any special requirements as and when needed.
- Undertake a weekly review of the waiting list to ensure patients are treated by clinical priority and wait time.
- Collate and circulate the weekly admissions planner for clinical and managerial staff.
- Keep comprehensive records of any cancelled and rescheduled theatre sessions.
- Produce the cancellations spread sheet on a daily basis.
- Collate, input, interpret, analyse, and extract data for audit/presentations to be used by clinicians/managers as and when requested.
- Provide patient information to GP practices, also to liaise with GPs regarding results, special needs and concerns.
- Plan and maintain one year in advance theatre sessions, pre-assessment, and operating schedule to achieve wait time targets.
PLEASE SEE JD/PS FOR FULL JOB DETAILS
Person Specification
Education and Qualifications
Essential
- Educated to A level, NVQ level 3 in Business and Administration or equivalent experience
- English and Mathematics GCSE or equivalent
Desirable
- Qualification in Management such as First Line Managers up to certificate level
Experience
Essential
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of working in an administrative role in a busy office environment
- Communicating with members of the public
- Experience of working in a team
- Demonstrable experience of working within customer-driven service and working to strict targets
- Working in NHS or other similar health care environment
- Some experience of supervising or training staff
- Experience of using a Patient Administration System
Desirable
- Experience of working with clinicians
- Experience working with a wide range of people
- Use of E-referral system
- Use of an Electronic Document Management (EDM) system
- Experience working with the RTT pathway
Skills and Knowledge
Essential
- Understanding of RTT and how it applies in a clinic environment
- Knowledge of Elective Access policy framework
- Able to demonstrate sensitivity and empathy, particularly in difficult situations
- Competent working knowledge of windows based computer systems
- Ability to prioritise workload effectively and meet competing demands
- Willing to learn new systems
- Able to explain procedures and policy to other staff
- Knowledge of filing systems and ability to file accurately and pay attention to details
- Excellent communication skills both written and verbal
Desirable
- Familiarity with Trust's PAS and other electronic patient administration and documentation systems
- Familiarity with medical records and clinical correspondence
- Working with outsourced typing function
Person Specification
Education and Qualifications
Essential
- Educated to A level, NVQ level 3 in Business and Administration or equivalent experience
- English and Mathematics GCSE or equivalent
Desirable
- Qualification in Management such as First Line Managers up to certificate level
Experience
Essential
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of working in an administrative role in a busy office environment
- Communicating with members of the public
- Experience of working in a team
- Demonstrable experience of working within customer-driven service and working to strict targets
- Working in NHS or other similar health care environment
- Some experience of supervising or training staff
- Experience of using a Patient Administration System
Desirable
- Experience of working with clinicians
- Experience working with a wide range of people
- Use of E-referral system
- Use of an Electronic Document Management (EDM) system
- Experience working with the RTT pathway
Skills and Knowledge
Essential
- Understanding of RTT and how it applies in a clinic environment
- Knowledge of Elective Access policy framework
- Able to demonstrate sensitivity and empathy, particularly in difficult situations
- Competent working knowledge of windows based computer systems
- Ability to prioritise workload effectively and meet competing demands
- Willing to learn new systems
- Able to explain procedures and policy to other staff
- Knowledge of filing systems and ability to file accurately and pay attention to details
- Excellent communication skills both written and verbal
Desirable
- Familiarity with Trust's PAS and other electronic patient administration and documentation systems
- Familiarity with medical records and clinical correspondence
- Working with outsourced typing function
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.