Patient Administrator

WHO ARE WE

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

• Our Purpose is to make a positive difference to peoples lives
• Our Vision is to change lives through better sight and eye health
  

We provide services for NHS CCGs NHS Trusts and Foundation Trusts and other providers of NHS funded services. We deliver over 160000 patient interactions annually including outpatient appointments diagnostic testing and 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 Service Manager as Patient Administrator you would be responsible for ensuring that clinics are set up that patient appointments are fully utilized and 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 that Newmedica s electronic patient record is up to date.

Administrators are also the central point of contact for all telephone queries from both patients and clinic staff.

Our administrators will have a friendly and accessible personal manner and be able to deliver an effective administrative service to all areas including Reception. They will be able to work within small teams to maintain and enhance processes to maximize quality 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 alongside both clinical and non-clinical teams.

KEY RESPONSIBILITIES

• Co-ordinate daily for all changes required to clinic schedules. This includes updating electronic patient records and liaising with the ERS team.
• To manage the set up and utilization of clinic diaries
• To book patient appointments ensure that clinics and theatres 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 the central point of contact for all telephone enquiries from patients with clinical staff resolving or escalating issues as appropriate.
• 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 processes.
• Action all clinic cancellations accordingly as instructed. Take responsibility for reinstating clinics and theatres as necessary and rebooking all patients.
• Where necessary for training staffing or other operational purposes implement changes to clinic and theatre start/finish times.
• In contrast identify and escalate to service manager where there may be too much capacity and where clinics may no longer be required.
• Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits. Take consideration of fluctuating DNA rates and cancellations.
• Book follow-up appointments at appropriate clinics and theatres. Be aware of patients to be booked and manage this list appropriately with consideration of Referral Treatment Times (RTT) ICB regulations and patient choice. Consider whether adequate capacity is open to meet this demand.
• Book new and follow-up appointments for outpatients and theatre giving patients choice but also adhering to clinical team requirements e.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.
• To have a full understanding of the pathways and resources needed for various clinic appointments e.g. whether a dual appointment is required (parallel appointments) and ensures the necessary appointments are available at the time of booking.
• To have a full understanding of the CQC regulatory standards.
• To understand and have a good working knowledge of the Newmedica databases including CPM and Open Eyes (or equivalent patient administration systems PAS).

General Administration

• Can concentrate on various tasks and priorities whilst working in an unpredictable environment without supervision (following training).
• To check all patient demographics when patients attend clinics.
• Provide weekly updates of clinic/theatre scheduling on request.
• Provide general administration and support to the Operational Director Service Manager and Clinical Services Lead and in the running of the service.

Customer Care

• To act as a first point of contact for any queries or complaints from patients and any external agencies.
• Whilst Newmedica would not tolerate harassment or bullying some callers (clients carers and staff) may be distressed anxious or aggressive through stress. Staff must be able to respond to all callers with tact diplomacy and kindness.
• Ensure all queries voicemails or messages are actioned and responded to in a timely manner.

THE INDIVIDUAL

EXPERIENCE & KNOWLEDGE

• Exceptional administrator who can understand and deliver within a complex working environment.
• Good organizational skills and the ability to multi-task.
• Enjoy working with a range of people and can tailor their approach to a diversity of patient needs.
• Outstanding telephone manner with the ability to adapt approach to different situations.
• Excellent verbal and written communication skills.
• Committed to delivery of consistently high standards of administration.
• Self-starter with the ability to work on your own initiative as well as working well within a team.
• Enjoy the routine and rhythm of a process-driven environment.
• Comfortable making a significant contribution to a small team.
• Able to balance working independently with appropriate escalation.
• Committed to delivery of consistently high standards of 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 INFORMATION COMMON 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 and facilitate continuous 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 where appropriate.
• Always carry out any duties in accordance with the 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 responsibilities commensurate with the grade of the post which the principal or their senior management representative may from time to time require.

STATUS OF THIS DOCUMENT

• This job description is a guide to the work that you will initially be required to undertake.
• It may be changed from time to time in consultation with you to meet changing circumstances.
• It does not form part of your contract of employment.

CRIMINAL RECORDS DECLARATION

• Newmedica is exempt from Rehabilitation of Offenders Act (1974) and we will ask applicants to disclose details of convictions irrespective of whether they are spent or not.

SAFEGUARDING

• It is the responsibility of all Newmedica employees and contractors to fully comply with New Medicas safeguarding policies and procedures.

Individuals must ensure that they understand their role in protecting adults and children that they may be at risk.

Required Experience:

Junior IC