Job summary
This is an exciting opportunity within Therapy & Rehabilitation Services, Clinical Support Division based at QMC. The Outpatient Administrator's core working days are Monday to Friday, with shift patterns between will have excellent customer service skills and be committed to providing a first class service. You will be a conscientious and enthusiastic team player with excellent organisational skills. You will need to be able to demonstrate a clear understanding of confidentiality issues, be well motivated and reliable. You will be able to understand and accurately convey verbal and written information and be able to remain calm under pressure.
Use your own initiative and respond to queries within and outside of the Organisation with a professional manner to patients, relatives and staff. You will present a professional and polite attitude at all times.
Main duties of the job
The post holder will be required to work within the Therapy Services Department and take responsibility for:
1. Maintaining Careflow clinics and diaries, including amendments and supporting teams when building new clinics
2. Administrating and receiving referral letters, email referrals, electronic and other internal referrals,
3. Maintaining out-patient appointment waiting lists, using judgement and initiative to scheduling out-patient appointments in accordance with Trust waiting list targets, and handling associated telephone calls, for the specialties.
4. Close liaison with Managers within the Directorate, patients, hospital administrative and clinical staff will be necessary in order to provide a prompt and quality patient focused service
About us
With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Job description
Job responsibilities
1. Using Careflow PAS or any other relevant electronic patient administration systems arrange appointments for new and follow up clinics.
2. Be responsible for arranging partial booking follow up appointments.
3. Reduce and cancel clinics
4. Arrange transport as necessary
5. Ensure Referral to treatment patient data quality is accurate at all times.
6. Deal appropriately with enquiries, by telephone, email and in person, from staff and the general public, seeking advice or referring elsewhere if necessary.
7. Manage the demand and capacity within the standard operating practice taking decision to escalate to the directorate management team any capacity issues
8. Provide local training and support on Careflow PAS
9. Support clinical teams with clinic creation requests, amendments and other administrative tasks
10. Ensure all referrals are logged and booked in a timely manner meeting the standards in the NUH Access Policy.
11. Responds to any temporary day to day demand and capacity updates required in Careflow
12. Print appointment/procedure confirmation letters as necessary and send to patients with the relevant information leaflets promptly.
13. Keep personally updated and be able to advise patients in relation to peripheral services available, transport, interpreting services etc.
14. Notify Outpatient Co-ordinator or designated person of any patients who fail to attend their appointment who will take necessary action in line with department and/or Trust policies.
15. Receive and respond to enquiries from patients/carers adhering to Trust confidentiality guidelines at all times
16. Distributing and opening in-coming mail timely and dealing with appropriately.
17. Be able to competently use Careflow PAS and other information technology systems and participate in training programmes to develop and update personal skills to meet the needs of the department.
18. Maintain tidy, safe working environment, reporting any hazards or faults timely and appropriately .
19. Present a professional, polite and courteous attitude at all times and be appropriately dressed when on duty.
20. Undertake any other duties, which may reasonably be required
Person Specification
Training & Qualifications
Essential
5. To possess 5 GCSE A-C grades including English and Maths or equivalent experience
6. NVQ Level 2/3 in administration/Customer Service or equivalent experience and willingness to complete if required
Desirable
7. IT qualification GCSE or higher, ECDL/ECDL+
Experience
Essential
8. Previous relevant administration experience
9. IT literate and experience of using IT systems
10. Previous experience in a customer service based role
11. Evidence of team working
12. Clerical experience including photocopying, filing dealing with confidential information with sensitivity and discretion
Desirable
13. Use of NHS computer systems Careflow PAS, Winscribe and WEBHISS/Medical Office
Communication and relationship skills
Essential
14. Excellent telephone manner
15. Ability to communicate effectively with different audiences
16. Ability to communicate complex information in a clear manner
17. Able to work as, and recognise own role, as part of an effective team
18. Able to present a friendly, helpful and professional image
Analytical and Judgement Skills
Essential
19. Exercise use of initiative, judgement and decision making skills
20. Demonstrate problem solving skills
21. Accuracy and attention to detail
22. Understanding of the importance of confidential or sensitive information
23. Able to analyse situations/issues
24. Works in line with standard procedures
25. Works in line with organisational goals and objectives
Planning and Organisation Skills
Essential
26. Able to work independently, using own initiative
27. Able to recognise when to escalate issues appropriately and who to escalate to
28. Manages time effectively
29. Demonstrates prompt timekeeping and good attendance at the workplace oRemains calm and co-operative under pressure or in difficult and uncertain situations
30. Proactive, highly motivated and demonstrates enthusiasm and a conscientious approach to work
31. Able to work in a flexible, enthusiastic way
32. Able to adapt to changing systems and processes and embrace new technologies/systems
33. Able to multi task
34. Consistently works to a high standard
35. Works within prescribed deadlines
36. Sets and achieves high standards for own behaviour and personal presentation
37. Displays self-confidence, innovation and a positive image
Physical Skills
Essential
38. Frequent use of VDU
39. Frequent sitting at a keyboard
40. Able to work across 2 campuses if required, sometimes at short notice