Outpatients Administrator

Job overview

We are looking for a friendly, professional and enthusiastic Band 2 Administrator to join our well-established SACT Services team within Department 1 Oak Road Treatment Centre (ORTC).

This is a varied role combining reception, outpatient administration and Bloods Closer to Home (BCTH) support. The post holder will act as a first point of contact for patients, visitors and healthcare professionals, providing a welcoming and efficient service while supporting the smooth day-to-day running of the department.

The role involves communicating with patients both face-to-face and over the telephone, managing appointments, supporting phlebotomy services, maintaining patient records and responding to a wide range of enquiries. You will work closely with administrative and clinical colleagues but will also be expected to use your own initiative to resolve routine queries and prioritise your workload effectively.

If you are organised, calm under pressure, have excellent communication skills, a caring and empathetic approach, and good IT and administrative skills, we would welcome your application. Full training will be provided.

Main duties of the job

The role involves acting as a first point of contact for patients, relatives, visitors and healthcare professionals, delivering a professional, welcoming and patient-focused service.

Duties include checking patients in and out of appointments, booking, amending and managing appointments, preparing blood request forms, supporting outreach services, updating patient records, and maintaining accurate data on Trust systems. The post holder will respond to telephone and face-to-face enquiries, provide information and advice regarding appointments, and liaise with clinical and administrative teams to support patient pathways.

The role requires effective communication skills, attention to detail, good computer and keyboard skills, and the ability to prioritise workload in a busy environment. The post holder will use Trust IT systems to manage patient information and appointments, maintain confidentiality at all times, and ensure work is completed accurately and in accordance with Trust policies and procedures.

Working as part of a supportive team, the successful candidate will demonstrate flexibility by providing administrative support across different areas of SACT Services as required, while contributing to a positive patient experience and the efficient running of the department.

Detailed job description and main responsibilities

Reception and Patient Services

• Meet and greet patients, relatives and visitors, providing a professional and welcoming service.
• Receive, check-in and check-out patients attending treatment, blood appointments and other outpatient services.
• Provide advice and information regarding appointments and signpost patients to appropriate departments and services.
• Manage difficult, sensitive or emotive situations with compassion and professionalism, referring to clinical staff as required.
• Maintain patient confidentiality at all times.

Appointment and Administrative Support

• Book, amend and cancel patient appointments across relevant systems, including Careflow and Simply Book.
• Update patient demographics and appointment outcomes on Trust information systems.
• Enter patients onto Careflow and other relevant systems accurately and in a timely manner.
• Utilise Trust patient administration and information systems, requiring standard keyboard and computer skills.
• Use office equipment including PCs, telephones, printers and scanners.
• Accurately input, retrieve and update information on electronic patient record and appointment systems.

Phlebotomy Support

• Share responsibility for managing the phlebotomy telephone line and associated email enquiries.
• Prepare blood request forms and supporting paperwork for onsite and outreach locations.
• Liaise with patients regarding appointments.

Communication and Teamworking

• Communicate effectively with patients, relatives, clinical teams and external organisations.
• Liaise with colleagues regarding patient visits, appointments and records.
• Exchange information verbally and in writing, ensuring accuracy and professionalism.
• Work collaboratively as part of a multidisciplinary team while also being able to work independently.
• Assist in the support of new administrative staff where required.

Service Support / General Responsibilities

• Use initiative to resolve routine issues, escalating more complex matters to senior management appropriately.
• Undertake audits, surveys and data collection activities as required.
• Plan, organise and prioritise workload effectively in a busy and frequently interrupted environment.
• Support other areas within Chemotherapy Day Services as required.
• Demonstrate flexibility and work across different service locations where necessary.
• Participate in mandatory and role-specific training and take an active role in own learning, development and performance improvement.
• Demonstrate and uphold the Trust's values and behaviours, taking personal responsibility for own conduct, performance and contribution to the team.

The need for flexibility in this role is paramount as the post holder may be required to work in other locations and work flexible shifts.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.