Patient Administrator

Job summary

An exciting opportunity has arisen within the Ophthalmology Administration team and we are inviting applications for Pathway Administrators on both permanent and fixed term basis. This position will be based at King's College Hospital, Denmark Hill site and we will consider full time, part-time and job share working patterns.

Main duties of the job Ideal candidates will possess excellent organisational, communication and problem solving skills. They should also be able to demonstrate that they can foster and maintain relations within the administration team as well as the wider ophthalmology team including nurses and clinicians.

This is an excellent opportunity for someone looking to progress to the next state of their career with the NHS and join a department that is undergoing exciting developments. The successful candidate will be expected to manage and answer telephone calls, taking telephone messages and passing on written or verbal information to patients.

Booking patient's appointments. Managing post, sending letters and monitoring 'In-Baskets', and carry out general office duties. Experience of working in a healthcare administration setting would be desirable.

This post will include weekend reception duties on a rotational basis. Whilst this post will be based at King's College Hospital, it will be part of a team working across all three King's sites and travel will be necessary as appropriate to service needs in urgent circumstances.

About us

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do.

By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level. We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus.

Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

Job description

Job

responsibilities

1. Communication and Patient Liaison Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trusts values.

Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients. Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.

Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.

To participate in the reception rota, checking patients in and completing end of day process Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and In-Basket.

Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate. Sending no contact letters, ad hoc letters and other correspondence as directed by senior staff. 2.

Coordinating Patient Care Responsible for booking of patients appointments, diagnostics and procedures, throughout their patient pathway. Corresponding with patients, practices and internal staff. Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances.

Management of patient correspondence via text reminder services. Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team member.

Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes. Responsible for checking onward orders on Epic system daily ensuring appointments are added within the required timescales, appropriately escalating if required.

Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner. Process and register referrals, booking all outpatient appointments and procedures within Epic.

To organise additional services for patients as required, such as interpreters and transport Collate required patient information at the request of clinical teams. 3. Supporting Clinical Teams Monitoring of clinical staff inboxes and flagging of high priority correspondence.

Monitoring of InBasket function for internal correspondence. Monitoring relevant work queues relating to the service. Booking patients in line with clinical diaries as per local processes.

Attendance at meetings when required. 4. Data Management, Data Quality and Systems

Responsibilities

Accessing information in Epic and accurately inputting data and editing entries as required. Record and capture patient information appropriately and in line with Standard Operating Procedures.

Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor. Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue. Supporting data quality workstreams and work-queues where appropriate.

Analysing, collating and providing data to support management in service development projects 5. Personal Development Support national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts.

Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process. Actively engage in appraisal process and in Continuous Professional Development opportunities in line with set objectives. 6.

General

responsibilities

Carry out general office duties such as photocopying, scanning and filing. Handle incoming and outgoing mail in a timely manner. Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.

Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor. Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.

Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities. Assist volunteers in the department.

Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.

Person Specification

Education and Qualification Essential Educated to GCSE level or equivalent, with Grade C or above in English and Maths Knowledge and Experience Essential Experience of working in an administrative environment Strong computer skills, including familiarity with Microsoft Office Suite Desirable Prior experience in healthcare administration, medical office or scheduling roles Understanding of Patient Access Targets Proficiency in Epic, Patient tracking lists and Work-queues Skills and Competencies Essential Ability to deal with sensitive information with tact and diplomacy Ability to work as part of a multidisciplinary team (team player) Ability to work independently, to manage and prioritise own workload Ability to multitask and work in a fast-paced healthcare environment Keen to further own training and development Excellent communication and interpersonal skills Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.

Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .