Patient Services Administrator - Palliative Care Team

Job overview

Come and join our Sutton Health and Care Community Services administrative team as a Patient Services Administrator for the Palliative Care Team.

Working as part of a multidisciplinary team, you will be responsible for ensuring an efficient and cost effective and patient focused administrative service.

You will be liaising with a variety of colleagues including clinicians, administrative staff, colleagues in primary care, patients, operational managers and patient liaison services to ensure the smooth running of the service.

Main duties of the job

The post holder will work within the SHC Palliative Care Team to provide an efficient, effective and professional administrative service.

The post holder will provide a patient focused service by responding to queries from patients, referrers and staff in a timely, professional and courteous manner. The post holder will act as a point of contact between the service and other support services including estates, IT and GPs.

Detailed job description and main responsibilities

Administration

• Answer patient queries in a polite, courteous and professional manner and appropriately transfer calls or queries when required
• Ensure all emails are actioned appropriately and information is distributed to the relevant team members in a timely manner
• Upload required information to patient records on EMIS, including scanning and uploading information received via email
• Ensure all patients on the caseload have appropriate future appointments scheduled
• Book patient appointments, send text message reminders where required, and ensure appointments are accurately recorded on EMIS diaries
• Maintain accurate and up to date patient information on EMIS, including contact details and other relevant information
• Ensure all patients are appropriately outcome coded at the end of each working day
• Prepare reports for GP, MDT and general MDT meetings as required
• Undertake audits and surveys as requested
• Use relevant computer software and systems, including MS Office and EMIS
• Ensure equipment is maintained appropriately and that relevant equipment logs are kept up to date
• Order equipment and supplies as required
• Undertake laminating, photocopying, filing and other general administrative duties as required
• Log and follow up IT and Estates issues on behalf of the team
• Ensure Trust confidentiality requirements are always adhered to
• Take notes/minutes at meetings in the absence of the Senior Administrator, type and circulate minutes and prepare and circulate agendas as required.

Communication

• Act as a first point of contact for patients, referrers. community teams and other professionals contacting the service
• Respond to patient queries in a polite, courteous and professional manner, appropriately transferring or escalating queries that cannot be resolved
• Communicate clearly and effectively with clinical colleagues to support the timely and accurate processing of referrals and patient information
• Work with colleagues to ensure that information provided to referrers and patients is accurate, consistent and up to date
• Appropriately escalate patient or referrer complaints and incidents received by the team, ensuring these are handled in a courteous, effective and timely manner and in accordance with confidentiality requirements
• Liaise with the estates service desk, the IT service desk and domestic services manager regarding clinic maintenance, IT issues and cleaning/infection control matters.

Personal Attributes

• Work flexibly to meet the needs of the system
• Take responsibility for ensuring deadlines are met and workload is appropriately prioritised and reallocated where necessary to meet service requirements
• Participate in team development activities as required
• Support the development of the administrative service alongside the Senior Administrator and Team Leader
• Take initiative in identifying and suggesting improvements to administrative processes to ensure the service remains efficient, effective and cost conscious.

Other Responsibilities

• Process and pass on requests for patient records as required
• Ensure divisional service needs are met through the delivery of a cohesive and effective administrative service
• Participate in team meetings, including taking and distributing minutes, booking rooms and arranging refreshments as required
• Ensure the team's work area is clean, tidy and appropriately maintained and that confidential information is securely stored and not left unattended
• Undertake such other duties, across Trust sites, as may be required from time to time, consistent with the responsibilities of the grade.

Base of Work

The post will be based at Green Wrythe Lane Health Clinic in Carshalton. However, the post holder may be required to work at other locations across the service and Trust sites, in line with service requirements.

Applicant requirements

You must have appropriate UK professional registration.