Job summary
The booking office administrator is responsible for providing and delivering a high standard of customer care to Paediatirc patients within Barnet and Chase Farm.
The post-holder must play a proactive role in collecting, investigating, verifying and recording a high standard of patient demographic and treatment data. The post holder must accurately and in a timely manner enter such information on the computerised patient information system, to ensure that the trust receives the appropriate level of income for patient activity, avoids the potential clinical risks inherent with inaccurate patient records and is compliant with national NHS targets ( on data quality and length of patient wait).
The post-holder must undertake effective forward planning, to ensure that the administrative needs of the service are met and must carry out a range of effective administration processes to support the delivery of high quality patient care.
The post-holder will work as part of team within the Paediatric department helping to support and cross cover where needed.
The clinic administrator will not be directly supervised on a day-to-day basis and is responsible for the management and prioritisation of their own workload.
Main duties of the job
1. To provide a high level of service for patients during the booking period.
2. To demonstrate sensitivity, tact and diplomacy where appropriate, for example when acting as a first point of contact to distressed or anxious relatives.
3. To answer the telephone and take messages, answer or refer queries as appropriate.
4. To provide a confidential and high standard of administrative support to the service, particularly supporting the all clinical teams with tasks such as booking appointments, and liaising with clinical and management team accordingly.
5. To be responsible for ensuring that all documentation relating to a patient's episode of care is accurately completed and filed (according to documented process and guidelines).
6. To access the "National Spine" to ensure accurate retrieval of patients NHS number when required and enter onto the relevant system.
7. To ensure that all patient attendances are recorded accurately on Cerner or the relevant electronic system in real time.
8. To provide weekly and monthly activity figures, as required.
9. To ensure that pathology and x-ray results are organised and available for review and signing by the clinical team.
10. To monitor patient pathways within the required timeframes, ensuring that data recorded is of a high quality.
To record in real time whenever a patient's care has been transferred to a different consultant or treatment function.
To provide ad hoc cross-cover, as required, during the absence of other administrators.
About us
Royal Free World Class Values:
The post holder will offer World Class Care to service users, staff, colleagues, clients and patients alike so that everyone at the Royal Free can feel:
11. Welcome All of the time
12. Confident because we are clearly Communicating
13. Respected and cared for
14. Reassured that they are always in safe hands
Job description
Job responsibilities
Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.
Person Specification
Royal Free World Class Values
Essential
15. Demonstrable ability to meet the Trust Values
Education & professional Qualifications
Essential
16. NVQ Level 3 or Equivalent
Experience
Essential
17. Previous work experience in a healthcare setting
18. Experience of working in a public/patient facing role
Desirable
19. Experience of working with Cerner, or similar electronic Patient Administration Systems
Skills and aptitudes
Essential
20. Clear and concise verbal and written communication skills
21. Ability to use initiative and problem solve, in a busy clinical environment
22. Typing and data entry skills
23. Good level of computer literacy skills in Microsoft Word, Excel and databases
24. Flexible and adaptable to the changing needs of the service
Personal Qualities & attributes
Essential
25. Sympathetic attitude to patients and relatives, who may be extremely distressed or anxious
26. Excellent interpersonal skills with the ability to relate to people at all levels
27. The ability to manage conflict and identify where escalation to senior staff is necessary