Patient Administrator

Job description

• Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner
• Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
• Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate staff
• Interact with patients and relatives in distress in a sensitive and empathetic manner
• Take and relay as appropriate, telephone enquiries and messages , using initiative and prioritising skills when disseminating information
• Update patient details on PAS as appropriate, checking all demographic details on arrival or departure
• Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters
• Ensure all procedures are followed re data capture for service specific outcomes.
• Ensure all paperwork is filed appropriately
• Arrange interpreter and transport services where indicated
• Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
• Provide cover across the POD as and when required
• Provide an excellent standard of service to patients at all times
• Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets

• GCSE English and Maths or equivalent
• NVQ 2 in office administration or equivalent experience

• A-level English and Maths or equivalent

• Experience of working in an administrative capacity
• Proven experience of dealing with complex telephone calls
• Demonstrable experience of maintaining a professional attitude in a pressured environment
• Experience in working as part of a team

• Experience of working in an administrative capacity within the NHS
• Experience of working as a Receptionist or of direct communication with patients/customers.

• Competent working knowledge of windows based computer systems
• Excellent communication skills both written and verbal
• Ability to prioritise and organise work load
• Ability to use own initiative
• To be able to work as part of a team
• Able to file accurately and pay attention to detail

• Knowledge of NHS processes/Familiarity with Trust's PAS and other electronic patient administration and documentation systems
• Knowledge of Cerner workflows
• Knowledge of the access policy and RTT pathway
• Knowledge of Excel spread sheets and database systems

• Putting patients first
• Responsive to patients and staff
• Open and honest
• Unfailingly kind
• Determined to develop

• Excellent interpersonal skills
• Evidence of interacting with a wide range of people
• Smart and professional appearance
• Able to calm difficult situations.
• Able to solve problems and work in a logical methodical manner
• Show initiative and the ability to plan and deliver work to deadlines without close supervision.
• Work well as part of a team.
• A cheerful and helpful manner when dealing with patients and other staff.