Patient Administrator (Outpatients Department)

Job overview

Chelsea and Westminster Hospital Site - Part time role

Band 3 Patient Administrator - Patient Access- Outpatients Reception - Covering Maternity and Gynaecology  - Weekends only

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.

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 supporting and welcoming patients into services in a way that meets their individual needs. The 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
• Reception

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
• Check all demographic details either at check in or as patient is booking their follow up and update PAS accordingly
• Book patients into clinics on the day where appropriate
• Make appointments, ensuring patients are sent letters of confirmation when appointments are not made face to face