AdministratorReceptionist

WHO ARE WE

Newmedica is one of the leading providers of NHS-funded ophthalmology services in England.

• Our Purpose is tomake a positive difference to peoples lives

• Our Visionis to change lives through better sight and eye health

We provide services for NHS ICB NHS Trusts and Foundation Trusts and other providers of NHS funded services. We deliver over 160000 patient interactions annually including outpatient appointments diagnostic testingand eye surgery. Our services are delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships.

ROLE SUMMARY

Reporting to the Admin Manager As Patient Administrator you would be responsible for ensuring that patient appointments are fullyutilisedand that appointment outcomes are recorded and filed.You will be managing the accuracy of all patient data including liaising with GP surgeries clinics and patients and ensuring thatNewmedicaselectronic patient record isup to date.

Administrators are also thecentral pointof contact for all telephone queries from both patients and clinic staff.

Our coordinators will have a friendly and accessible personalmanner andbe able to deliver an effective administrative service to the clinic. They will be able to work within small teams tomaintainand enhance processes tomaximisequality and efficiency. Newmedica has developed a strong relationship with the local CCG and the local Trust.

They will work without direct supervision whilst maintaining an efficient professional manner assisting in the booking of appointments in a timely manner as per the correct pathways; ensure operational and clinical governance protocols are maintained; healthcare and risk management standards are met whilst supporting the service and driving forward efficiency improvements working in conjunction with the service manager and the senior clinical assistant.

KEY RESPONSIBILITIES

• Co-ordinate on a dailybasisall changes to clinic schedules. This includes updatingEMMA clinic reports/overviewand liaising with theeRS team.

• To manage the utilisationof clinic diaries

• To book patient appointmentsensuringthat clinics are full.

• To make reminder calls to patients before their appointment is due

• Ensure that all clinic correspondence is sent out. Printing and franking letters. Ensuring emails are received by GPs.

• To act as thecentral pointof contact for all telephone enquiries from patients and clinic staff resolving or escalating issues asappropriate.

• Maintaining a positive relationship with internal or external staff at every interaction.

• Maintain a committed approach to continued professional development and clinical governance including participating in appraisal process.
• Action all clinic cancellations accordingly as instructed. Take responsibility for rebooking all patients.
• Where necessary for trainingstaffing or other operational purposes implement changes to clinic start/finish times.
• In contrast identify and escalate to the Admin Manager where there may be too much capacity and where clinics may no longer be.
• Book follow-upappointments atappropriate clinics wherever possible beforethe patientleaves the department. Be aware of patients to be booked and manage this list appropriately with consideration of Referral Treatment Times (RTT) and patients due 4 weeks ahead. Consider whether adequate capacity is open to meet this demand.
• Book new andfollow-upappointmentsfor outpatients andtheatregiving patients choice but also adhering to clinical team requirementse.g. correct clinic length of time for follow up.

Knowledge and Expertise

• To be able to accurately interpret all incoming appointment requests under their correct pathways for all sub-specialties anddisseminatebetween CAs.
  
• To have a full understanding of the CQC regulatory standards.
• To understand and have a good working knowledge of the Newmedica databases including EMMA and OpenEyes.

Customer Care

• To act asfirstpoint of contact for any queries or complaints from patients and any external agencies.

• Whilst Newmedica would not tolerate harassment or bullying some callers (clientscarersand staff) may be distressed anxious or aggressive through stress.Staff must be able to respond to all callers with tactdiplomacyand kindness.
• Ensure all queriesvoicemailsor messages are actioned and responded toin a timely manner.
  
  

THE INDIVIDUAL

EXPERIENCE & KNOWLEDGE

• Exceptional administrator who can understand and deliver within a complex working environment.
• Goodorganisationskills and the ability to multi-task.
• Outstanding telephone manner with the ability to adapt approach to different situations.

• Excellent verbal and written communication skills.

• Committed to delivery of consistentlyhigh standardsof administration.

• Self-starter with the ability to work onowninitiative as well as working well within a team.
  

• Committed to delivery of consistentlyhigh standardsof testing and administration.

SKILLS & PERSONAL ATTRIBUTES

• Proven customer service skills with a passion for customer care.

• Proven administrative skills including the ability to follow processes.

• Excellent computer skills. Comfortable with Microsoft Office products and the ability to learn new patient record systems.
  
  

SUPPLEMENTAL INFORMATIONCOMMON TO ALL ROLES

ADDITIONAL RESPONSIBILITIES

• Actively promote and market Newmedica and present a positive image of the Company and its activities both within and outside the Healthcare environment.

• Ensure the quality standards and performance measures applying to the work of the section are met andfacilitatecontinuous improvements in all aspects of the post.

• Undergo any self-development and training as necessary for success in the role and provide support and development for others whereappropriate.

• Carry out any duties at all timesin accordance withthe Companys policies including Equality and Diversity and Health and Safety.

• Promote by positive example both internally and externally the purpose and vision of Newmedica.

• Undertake all responsibilities in adherence with Newmedica Policies and Protocols for Infection Prevention and Control.

• Undertake any other responsibilitiescommensuratewith the grade of the post which thePrincipal or their senior management representative may from time to time require.

This job advert is for a fulltime position working five days across a sevenday week including weekends. Thisis also a fixed term role covering a period of Maternity Leave.

Required Experience:

Junior IC