18 Oct
Epsom and St Helier University Hospitals NHS Trust
Carshalton
Job description
Job overview
Surrey Downs Health & Care
Surrey Downs Health and Care Single Point of Contact is a centralised centre for all Community referrals within the Surrey Downs area.
We are looking for a full time highly motivated Patient Service Administrator who will provide high quality administrative support.
This will include liaising with clinicians, clients, referring parties and other administrative staff. You will be working as part of a large and friendly team of varied professions, and you will be part of the team which is responsible for all administration duties for the services including referrals into the service via electronic database, telephone, website, text and email.
The team cover the operational hours between 8am to 8pm, and working times will be arranged to cover the service needs on a rota basis.
Main duties of the job
- Work within Single Point of Access and part of the wider clinical administration team to deliver an efficient and cost effective administrative service across the Community Services division.
- Provide a high quality efficient administration service to clinicians, team leaders and clinical managers across services within their site to support the smooth running of clinical services.
- Provide a patient focused service by responding to all queries from patients, referrers and staff in a timely and professional manner
- Work with telephonic equipment and software used to support the Referral Management.
- Work within the Community to cover clinic receptions, when required.
- Provide a high quality customer care first point of contact service.
This may involve the delivery of reception or telephone helpline services as well as in the support of clinicians to co- ordinate their clinical workload.
- Working with small delegated team of administrators delivering specific services such as clinic reception, hospital out-patient clinic reception, ward admissions, general administration, as appropriate to the business unit.
- Contribute to the review & evaluation of administrative systems and procedures and associated policies in order that improvements and developments can be made.
Working for our organisation
Surrey Downs Health and Care (SDHC) deliver care closer to people’s own communities through our Primary Care Networks and our innovative partnership of local NHS organisations.
Surrey Downs Health and Care has a track record of providing person centric care that goes beyond organisational boundaries to do what is best for the individual.
This partnership includes :
- The three GP federations GP Health Partners, Dorking Health Care and Surrey Medical Network representing practices that operate in the Surrey Downs area
- CSH Surrey
- Epsom and St Helier’s University Hospitals NHS Trust
- Surrey Council County
Historically, there have been boundary lines between the organisations that provide care to people in their homes, in GP surgeries and in hospitals, but we have always been united in our mission to provide great care to the people who need us.
It’s on those grounds that the Surrey Downs Health and Care was formed we want local people to receive the care that they need in the right environment.
By bringing together our expertise,
we can improve patient care and enable local people to access the right support, care and treatment more easily than ever before.
In bringing this partnership together, we are working to the same set of values that will translate into better care for our residents.
Detailed job description and main responsibilities
Administration
- Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
- Responsible for taking receipt of patient referrals and inputting appropriate information into the electronic patient record
- Responsible for liaising with GPs regarding patient referrals both verbally and in writing
- Responsible for allocating patient referrals appropriately within services
- Manage any supplementary information required to support referrals
- Communicate clearly and concisely with clinical colleagues to ensure effective processing of referrals and patient information
- Responsible for answering referrers and patient queries in a polite and courteous manner and appropriately transferring any calls which cannot be answered
- Responsible for appointment management on electronic patient record system
- Responsible for providing accurate written confirmation of appointments to patients
- Responsible for taking receipt of new patient information and inputting appropriate information onto electronic patient record
- Administer processes to collate satisfaction feedback from patients and referrers
- Ensure divisional service needs are met through the delivery of a cohesive administration service
- Responsible for maintaining the integrity of patient data on electronic patient record including the creation and updating of records
- Deal with incoming / outgoing correspondence from both internal and external agencies efficiently and effectively
- To ensure all letters, memos and reports created by the team are on time and to a high standard of accuracy and follow Trust branding guidelines
- Participate in team meetings, including typing and distributing minutes, booking rooms and arranging refreshments
- Open and appropriately distribute or action incoming post
- Work with colleagues in the services to maintain accurate clinical diaries for appointment booking
- To create and maintain databases / spreadsheets, inputting information and ensuring that all information is accurately recorded
- Provide information to technical colleagues in the Division to help inform reports as required
- Maintain accurate electronic and paper- based departmental records, ensuring that documentation is easily accessible and archived appropriately
- Undertake audits and surveys as requested
- Work with computer software as required such as MS Office software
- Work with telephonic equipment and software used to support the Adult Referral Centre
- Support the Community Base Team with covering patient clinic receptions, when required. Providing excellent patient care.
Communication
- Responsible for answering and actioning calls coming into the base administration team within designated timeframes and in a professional manner.
- Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any queries which cannot be answered
- Work with colleagues to ensure service information provided to referrers and patients are correct and up to date
- Appropriately escalate any patient or referrer complaints / incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information.
- Receiving and making telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible
Personal Attributes
- Work flexibly to meet service needs
- Provide cross-cover to colleagues when required
- Responsible for ensuring all deadlines are met and own workload is prioritised and reallocated accordingly to meet service need.
- Participate in team development events as required and support the development of the team
Other Responsibilities
- Adhere to legislation and Trust policy and procedure on patient confidentiality
- Undertake any necessary or mandatory training, study or qualification as required for the role
- To undertake such other duties, across Trust sites, as may be required from time to time which are consistent with the responsibilities of the grade.
- To promote a positive image of the Adult Referral Centre and the Trust
Person specification
Skills
Essential criteria
- Ability to communicate appropriately and professionally with patients, staff / people at different levels both written & verbal
- Ability to resolve customer / patient complaints
- Ability to prioritise, use own initiative and make decisions
- Able to work as part of a team
Desirable criteria
Able to make non routine decisions
Qualifications
Essential criteria
- GCSE grade C or above in English and Maths, or equivalent
- Excellent typing skills
Desirable criteria
Appropriate NVQ level 3 qualification
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
NameTracey PrittJob titleSPA and Specialist Services Support ManagerEmail addressTelephone number07918 476 830
▶️ Patient Services Administrator - Surrey Downs H&CNHS AfC: Band 3
🖊️ Epsom and St Helier University Hospitals NHS Trust
📍 Carshalton