Job summary
West Middlesex Site
Band 3 Rheumatology and MSK Services
15 hrs per week - hours will be discussed at interview
We are searching for a high performing and enthusiastic individual to fill a Patient Administrator vacancy on the West Middlesex site working in our busy outpatient 3 department: supporting the Rheumatology and MSK services. Working in the clinical back office, you should have telephone experience and ideally experience of working with Cerner or other PAS systems. You should have a good team spirit as well as being able to work autonomously.
As a team player they will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible, show empathy and concern for others.
If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs. The Patient Administrator will provide effective and efficient administrative support to a team liaising with patients, doctors and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times.
About us
Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.
We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people.
Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.
We're one of the best performing Trusts in the country. We're also one of the top trusts to work for - our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment.
Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'. We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.
Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate.
We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.
Job description
Job responsibilities
Roles and responsibilities
- Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner
- Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
- Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate staff
- Interact with patients and relatives in distress in a sensitive and empathetic manner
- Take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
- Update patient details on PAS as appropriate, checking all demographic details on arrival or departure
- Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters
- Ensure all procedures are followed re data capture for service specific outcomes.
- Ensure all paperwork is filed appropriately
- Arrange interpreter and transport services where indicated
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
- Provide cover across the POD as and when required
- Provide an excellent standard of service to patients at all times
- Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets
Job description
Job responsibilities
Roles and responsibilities
- Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner
- Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
- Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate staff
- Interact with patients and relatives in distress in a sensitive and empathetic manner
- Take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
- Update patient details on PAS as appropriate, checking all demographic details on arrival or departure
- Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters
- Ensure all procedures are followed re data capture for service specific outcomes.
- Ensure all paperwork is filed appropriately
- Arrange interpreter and transport services where indicated
- Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
- Provide cover across the POD as and when required
- Provide an excellent standard of service to patients at all times
- Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets
Person Specification
Education and Qualifications
Essential
- GCSE English and Maths or equivalent
Experience
Essential
- Experience of working in an administrative capacity
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of maintaining a professional attitude in a pressured environment
- Experience in working as part of a team
Skills and knowledge
Essential
- Competent working knowledge of windows based computer systems
- Excellent communication skills both written and verbal
- Ability to prioritise and organise work load
- Ability to use own initiative
- To be able to work as part of a team
- Knowledge of filing systems
- Able to file accurately and pay attention to detail
Personal qualities
Essential
- Excellent interpersonal skills.
- A cheerful and helpful manner when dealing with patients and other staff
- Work well as part of a team
- Show initiative and the ability to plan and deliver work to deadlines without close supervision.
- Able to solve problems and work in a logical methodical manner
- Able to calm difficult situations.
- Smart and professional appearance
Person Specification
Education and Qualifications
Essential
- GCSE English and Maths or equivalent
Experience
Essential
- Experience of working in an administrative capacity
- Proven experience of dealing with complex telephone calls
- Demonstrable experience of maintaining a professional attitude in a pressured environment
- Experience in working as part of a team
Skills and knowledge
Essential
- Competent working knowledge of windows based computer systems
- Excellent communication skills both written and verbal
- Ability to prioritise and organise work load
- Ability to use own initiative
- To be able to work as part of a team
- Knowledge of filing systems
- Able to file accurately and pay attention to detail
Personal qualities
Essential
- Excellent interpersonal skills.
- A cheerful and helpful manner when dealing with patients and other staff
- Work well as part of a team
- Show initiative and the ability to plan and deliver work to deadlines without close supervision.
- Able to solve problems and work in a logical methodical manner
- Able to calm difficult situations.
- Smart and professional appearance
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.