Job summary
- Main area
- Patient Access
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Monday-Friday 8am-17.30pm rota)
- Job ref
- 289-CSS-1512-A
- Employer
- Chelsea and Westminster Hospital NHS Foundation Trust
- Employer type
- NHS
- Site
- West Middlesex University Hospital
- Town
- Isleworth
- Salary
- £28,622 - £30,225 per annum incl HCAS
- Salary period
- Yearly
- Closing
- 05/09/2024 23:59
Employer heading
Patient Administrator Call Centre
Band 3
Job overview
West Middlesex Site
Booking team and Call Centre west Middlesex Site
Monday- Friday 8am-17.30pm on a rota basis
We are searching for high performing and enthusiastic individuals to fill a Patient Administrator vacancies on the West Middlesex site working in our busy call centre supporting both sites. If you like talking to people and have had previous experience in customer service or a call centre this could be the role you are looking for
You must have telephone experience and ideally experience of working with Cerner or other PAS systems. You should have a good team spirit as well as being able to work autonomously.
As a team player they will need to be able to demonstrate excellent listening and communication skills, be organised, adaptable and flexible, show empathy and concern for others.
If you thrive on a challenge and enjoy working in a very busy and demanding environment this could be the role for you
Main duties of the job
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs. The Patient Administrator will provide effective and efficient administrative support to a team liaising with patients, doctors and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times.
Working for our organisation
Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.
Detailed job description and main responsibilities
Roles and responsibilities
- 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
Person specification
Education and Qualifications
Essential criteria
- GCSE English and Maths or equivalent
Experience
Essential criteria
- 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
Skills and knowledge
Essential criteria
- 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
- Knowledge of filing systems
- Able to file accurately and pay attention to detail
Personal qualities
Essential criteria
- Excellent interpersonal skills.
- A cheerful and helpful manner when dealing with patients and other staff
- Work well as part of a team
- Show initiative and the ability to plan and deliver work to deadlines without close supervision.
- Able to solve problems and work in a logical methodical manner
- Able to calm difficult situations.
- Smart and professional appearance
Employer certification / accreditation badges
Applicant requirements
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.
Documents to download
Further details / informal visits contact
- Name
- Alison Hilton
- Job title
- JSM Patient Access
- Email address
- [email protected]
- Telephone number
- 0203 315 1640
- Additional information
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