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Band 3 Community Patient Services Administrator
Band 3
Main area Community Dental Service Grade Band 3 Contract Fixed term: 12 months (Working Pattern 08:00-20.00 (Mon-Sat)) Hours Full time - 37.5 hours per week (Monday - Sunday 8:00-20:00) Job ref 820-7089647-DEN
Site Stourbridge Health Centre Town Stourbridge Salary £24,625 - £25,674 per annum Salary period Yearly Closing 14/04/2025 23:59
Job overview
***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***
We have an exciting opportunity to work within the Dental Community Services within Birmingham Community Healthcare Foundation Trust.
We are currently expanding our team and would welcome you to apply for this great opportunity. We have multiple permanent Patient Services Administrator vacancies available to support various clinics across Birmingham & Black Country.
Locations Include: Sandwell, Dudley, Walsall and Birmingham
The successful candidates will be based within a clinic and will be part of a multidisciplinary team, working closely with the clinicians and Nurses, supporting the patients experience within our Dental Services.
Paediatrics and Special Care are our main patient groups, and this role will be pivotal in supporting the patients experience within our service.
We are looking for a caring, responsive, and dedicated individual(s).
The role involves management of the reception area, greeting patients, management of all patient bookings and preparing clinics. You will be taking patient payments and carrying out other administrative duties required for the smooth running of the clinics.
The role will also provide support to clinicians with any patient related admin tasks.
It would be beneficial if you have access to a car, as clinic cross cover will be required.
Main duties of the job
* Greeting Patients and checking demographics
* Managing Patient enquiries through email and telephone communication.
* Supporting clinical team with admin related tasks
* Preparing and organising clinical notes for sessions
* Taking Payments of dental charges.
* Booking management to include Bookings, Cancellations, and Rescheduling.
* Data Validation as required
* Waiting list management to support patient pathway.
* Participate in Daily Team huddles and specialty meetings
* Diary Management
We are looking for individuals with a pro-active approach, good organisational and communication skills and a good knowledge of IT software/systems.
Working for our organisation
IMPORTANT
* Please ensure you check your Trac account regularly as this is how we will communicate with you during the shortlisting and selection process
* Please ensure all sections of the application form are completed fully. Please particularly ensure that you provide full details of all referees including business email address, telephone contact details and postal address
Be Part of Our Team...
BCHC has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehab Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.
If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for best care and healthy communities, we want to hear from you.
Detailed job description and main responsibilities
* First point of contact for all service users and visitors to the clinic reception greeting in a professional and friendly manner and notify the appropriate person of individual’s arrival.
* The post holder will be responsible for handling cash from patients as required and ensure that the cash process is adhered to within each clinic.
* Responsible for the management of clinics and waiting lists within their Specialty Management Group.
* Prepare and update clinical records for all patients booked within Dental Services ensuring that appropriate records such as referral letters are attached/ scanned appropriately in accordance with Trust’s Policies and Procedures. Therefore ensuring that the records are available to clinicians prior to appointments. Prepare clinics in advance by printing day lists, pulling out the complete patient records e.g. radiographs, referral etc.
* Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
* To handle any face to face and telephone queries or complaints and escalate as and when necessary. This could include booking appointments for the out of hours service.
* Responsible for the management and booking of appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS).
* Responsible for contacting patients who have not attended their appointments in order to ascertain the reason why and re-book a new appointment, if appropriate, within the agreed targeted timescales. This would also include the production and action of any associated correspondence.
* Responsible for carrying out any clinic changes/cancellations on the PAS system in accordance with Dental Services Standing Operating Procedures (SOPs). Booking and/or re-scheduling of both new and follow up appointments from the relevant waiting list and within the appropriate clinic rules and timescales in accordance with Dental Services Standing Operating Procedures (SOPs). This will include both making calls to patients/carers as well as receiving calls, confirming details in writing and recording on the PAS system.
* Supporting the Dental Services on national targets e.g. 18 week Referral to Treatment (RTT).
* Ensure patients are offered a choice of appointment in line with national guidance, wherever possible. Establishing if patients require interpreting services following SOPs as appropriate.
* Ensure that all patients outcomes are updated on the EDR at the end of each day. Ensure all sessions are cashed up at the end of the day.
* Liaise with transport and interpreting services when required and escalate any issues to the appropriate staff.
* Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity. This will include clinic utilisation, reasons for non-attendance, rescheduling clinics, as well as signposting patients as appropriate.
* Ensuring all referrals e-mail and letters are date-stamped and registered on PAS within 24 hours of receipt within Dental Services to ensure triage is arranged within the clinic guidance.
* Ensure all clinical and non clinical correspondence is date stamped and pass to the appropriate staff member.
* Responsible for collecting missing demographics details from referrals and contacting the referring practitioners or patients directly to ensure completion of the referral documentation.
* Ensure that all clinics slots are fully utilised to avoid wasted capacity, where clinics are underutilised informing the Team Leader for appropriate action.
* Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by clinicians, are offered appropriate revised appointment dates over the telephone in accordance with 18-week rules.
* Ensure all short-notice rescheduling of appointments are entered onto PAS and followed up with a telephone confirmation with the patient/carer.
* Ensure accurate data inputting of clinic activity onto PAS in line with Dental Services Standing Operating Procedures (SOPs) and Divisional/Trust targets.
* Liaise with clinicians regarding any queries with data quality to ensure accurate data is recorded i.e. procedure code forms and out coming of appointments.
* Ensure all activity forms are filed appropriately and within a timely manner and are available for audit purposes.
* Provide general non clinical information to patients and staff while maintaining confidentiality.
* Participate in the rotational tasks across Specialty Management Groups which includes ensuring all telephone lines are appropriately covered by staff at all times.
* Monitor and validate local waiting lists and bring patients appointments forward when possible
* Actively contribute to the development and delivery of local Standard Operating Procedures (SOPs).
* To be involved in, and to undertake, in accordance with Data Protection Act and Caldicott Principles, are adhered to at all times.
* Partaking in an annual appraisal and agreeing a personal development plan which will include: attending all mandatory training and participating in meetings as appropriate.
* To take part in any pilots/trials of technology/audits in relation to clinic activity collection.
* Create clinical records for all new patients.
* Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy.
* Assist the Team Leaders with updating and archiving clinical records and patient administration systems following notification of death. This will also involve technical updates in EDR and PAS.
* General Administrative tasks as required, which would include; printing, copying, scanning and data collation/reports. Please note this is not an exhaustive list.
* Management of departmental e-mail account.
* Where identified, assist new employees or work experience placements with on the job training or shadowing for administration tasks related to the role. (Placements may be patients, volunteers, school leavers etc.).
* Post holder will follow the escalation policy (part of SOP) to ensure that any issues with clinic times, waits, data inputting are raised with the Team Leader/Specialty Manager at all times.
* Using own initiative to complete duties and escalate when unable to do so.
Person specification
Qualifications
* GCSE/CSE level C or equivalent in Mathematics and English or equivalent administrative experience
* RSA 2 or equivalent in typing or word processing. RSA 2 or equivalent experience in typing
* Level 3 NVQ in Business Administration or equivalent administrative experience.
Experience
* Previous administrative experience.
* Previous experience of working with the general public.
* Experience of working with a wide range of professionals
Skills/Knowledge
* Excellent communication and organisational skills
* Excellent keyboard skills
* Evidence of extensive use of computer programmes; Outlook, Microsoft Office, Excel
* Ability to work as a member of a team.
* Ability to use own initiative and prioritise workload in a methodical approach to work.
* Ability to suggest and implement new procedures.
* Ability to follow tasks through to completion.
* Ability to work under pressure.
* Knowledge of information systems i.e. PAS, RiO
Personal Qualities
* Able to work on own initiative and be self motivated
* Has call centre/reception experience
Other job requirements
* Ability to travel between clinics to cover when required.
* Has full driving licence / access to a vehicle
Disability Confident Employer and Guaranteed Interview Scheme
BCHC offers a guaranteed interview to any candidate who is Disabled, Neurodiverse, has a hidden or long term health condition as recognised under the Equality Act 2010, providing they meet the essential criteria of the job role, as set out in the person specification. We encourage applicants to submit their applications and to request any reasonable adjustments where required.
Equality, Diversity and Inclusion
Birmingham is a fantastic place to live and we serve a wide range of people and communities. BCHC are an advocate of diversity and strive to mirror the community we serve as much possible.
We are committed to and actively promote equality of opportunity for all staff and applications from individuals from all areas of the community who meet the specific criteria are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage/civil partnerships.
Promoting Workforce Equality
In response to data held by BCHC which demonstrates that individuals from particular protected characteristics are under-represented, BCHC are striving to redress these imbalances. In order to do this, the Trust is committed to the employment and career development of individuals with these protected characteristics. As part of this commitment and given this under-representation, the Trust guarantees an interview to any applicants from under-represented groups for positions at Band 8a and above whose application meets the essential criteria for the post as detailed on the Person Specification.
The Trust is currently under-represented in terms of people who identify as Black, Minority Ethnic (BME) and welcomes applicants from these communities. Selection will be on the basis of merit. In order to ensure the diversity of our workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.
Flexible Working
Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and, where possible (given our range of services and community settings) dependent upon the requirements associated with the role, will actively consider requests made and support these where practically possible. This may include hybrid patterns of working to enable colleagues to request the flexibility of a mixture of home/base working.
In accordance with the NHS People Promise, the Trust is committed to facilitating a healthy work/life balance that is essential to health and wellbeing and to making BCHC a ‘Great Place to Work’. We will be happy to discuss and consider all requests relating to working patterns and hours at your interview so please do ask!
Birmingham Community Healthcare NHS Foundation Trust acknowledges Artificial Intelligence (AI) or Generative AI (GenAI) tools such as ChatGPT, Claude, Copilot, Gemini etc; are powerful tools that can help you in various stages of your job application and how they can be used in certain circumstances during your application process with BCHC. You can read more about acceptable use on our internet pages here.
Benefits of working for us:
* Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements
* Attractive relocation payment if you relocate to the local area.
* Discounts for local and national retailers
* Dedicated well-being services for all employees
* Flexible working where possible
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***
Name Yasrina Begum-Khan Job title Specialty Manager Email address yasrina.begum-khan@nhs.net Telephone number 07547106008 Additional information
Please email Yasrina Begum-Khan and provide a contact number if you are unable to contact by phone.
Birmingham Community Healthcare NHS Trust
3, Priestley Wharf
Holt Street
Birmingham Science Park
B7 4BN
Office hours: Monday to Friday: 8.30 am - 5.00 pm
Our patients and their carers and families are the reason we're here, so we want to hear your views about the Trust and our services.
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