Assistant Patient Administrator - Receptionist

Job overview

Assistant Patient Administrator - Reception

West Middlesex University Hospital

NOTE: Previous Applicants need not re-apply

We are looking for a friendly, self-motivated and confident person who has experience of providing a high level standard of customer care. The post holder will provide a comprehensive patient focused reception service working in our Outpatient department.

If you enjoy working in a very busy and demanding environment this could be your opportunity to make a real difference to the service that we provide to our local community, always keeping the patient at the centre of everything that we do.

The successful candidate must have previous reception experience and have excellent communication and customer service skills.

Working Hours are between Thursday & Friday 9-5

Main duties of the job

The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by supporting and welcoming patients into services in a way that meets their individual needs. The Assistant Patient Administrator will also provide administrative support to a team liaising between patients, doctors, practitioners and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times. The post holder will be required to work in one of the following areas, providing cross cover where  necessary:

• Outpatient Clinic Offices
• Wards
• Central Outpatients Booking Team
• Reception

Detailed job description and main responsibilities

Reception

• Provide a customer focused reception service for all patients and visitors attending the area dealing with all patients or visitors in an efficient, polite and courteous manner dealing with all patients’ queries where possible and directing them accordingly
• Ensure the reception areas are always manned
• Interact with patients and relatives in a sensitive and empathetic manner
• Process all follow up appointments as patients leave the department in line guidelines, escalating any capacity concerns.
• Record appointments agreed in community settings on the system within 24 working hours

• Assist patients to locate their relatives who are current inpatients
• Assist patients to use the electronic check in service updating demographics where necessary

Clinical Office:

• Match correspondence typed by the managed transcription service is matched with correct patient and clinician; make any amendments, dispatched and file in medical record.
• Make appointments, ensuring patients are sent letters of confirmation when appointments are not made face to face
• Process all referrals into the department using local booking guidelines, following up with referrers where there is missing information as required
• Print all self-referral forms after checking all appropriate information is on the request liaising with the patient if needed.
• Provide any advice to patients upon booking-in, in preparation for their appointment
• Use the case note record tracking (CRT) system to electronically register / move / transfer / locate medical case notes
• Report to manager and clinicians on quality issues from transcription service, standards of dictation etc.
• File all relevant documentation, correspondence and reports in the patient records
• Return medical records to records library using CRT
• Cover reception when required
• Assisting patients to use the electronic check in service where appropriate and updating demographics where necessary.
• Book patients into clinics on the day where appropriate
• Process all follow up appointments as patients leave the department in line with 18week and local booking procedures
• Check all demographic details either at check in or as patient is booking their follow up and update PAS accordingly
• Manage and action clinics in a timely manner using Trust’s PAS including DNAs and discharges.
• Provide patients with any required documentation, information leaflets, directions etc