Patient Administrator - Call Centre

Job overview

West Middlesex Site

Booking team and Call Centre  x 3 Vacancies

Monday- Friday 8am-17.30pm, on a rota basis

We are searching for  high performing and enthusiastic individuals to fill a Patient Administrator vacancies on the West Middlesex site working in our busy call centre supporting both sites.  If you like talking to people and have had previous experience in customer service or a call centre this could be the role you are looking for.

You must 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.

Detailed job description and main 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