Outpatient Administration Assistant

Job overview

To provide support to an efficient, effective, professional and confidential administrative service to a designated team. The post holder will provide administrative support to the team including management of appointment system, maintaining records; both paper and electronic in accordance with Trust policy.

To work closely with other administrative staff to ensure continuity of administration support and mutual assistance within the Service. It will be expected that the post holder will need to provide cover for team members in times of absence such as annual leave, sickness and additionally where the workload of the team requires it.

Main duties of the job

To provide and receive routine information requiring tact or persuasive skills; communicating work procedures within own team and other departments. You will handle queries from staff and external callers, dealing with day to day queries via telephone; email or face to face. Greeting patients who may be anxious or worried, visitors and staff visiting the Outpatient department in a consistently polite, courteous and friendly manner. Ensure that patient demographics are correct and up-to-date on EPR when dealing with a patient booking.

Ensure that patient demographics are correct and up-to-date and that appointment outcomes are recorded on immediately after the clinic appointment has taken place and any issues are escalated accordingly.

Allocate follow-up appointments in a timely and prioritised manner, to ensure all local and national targets are met. Where there may be potential breaches of these targets to escalate to the relevant supervisor immediately.

Book interpreters and or transport and reimbursing patients bus fares as and when required following the Trusts’ procedures. Ensure appropriate appointment letters are sent to patients. Send out information leaflets to patients with the letters for specialist clinics as required.

Detailed job description and main responsibilities

• To ensure that standard operating procedures are in place and adhered to, working with the Team Administrator to prioritise workload to ensure that all administrative activities are executed with maximum efficiency and effectiveness, with emphasis upon accuracy and timeliness.
• To use initiative when dealing with enquires to resolve problems; referring to the current policies and procedures whilst and seeking further guidance from the Team Administrator.
• To participate in the PDR process; identify training needs and courses that are relevant to own job.
• To train new employees in the use of IT and other equipment as required by the new worker.
• To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality outpatient service.