Patient Administrator

at  New Medical Systems Ltd

Reporting to the Patient Admin Lead, as a Patient Administrator you would be responsible for ensuring that clinics are set up and fully utilised, booking appointments in a timely manner as per the correct pathways, recording appointment outcomes, and ensuring operational and clinical governance protocols are maintained. You will be managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedicas electronic patient record is up-to-date. At all times you will ensure that healthcare and risk management standards are met whilst supporting the service. Patient Administrators are also the central point of contact for all telephone queries from both patients and clinic staff, ensuring that an efficient administrative service is delivered whilst maintaining a positive relationship with internal and external parties at every interaction.
Key Responsibilities: To be responsible for the setup and management of all clinic diaries within our electronic medical appointment system. Have the ability to ensure a smooth and timely patient journey whilst maximizing productivity, escalating any issues to the Deputy Patient Admin Lead. To book new and follow-up patient appointments ensuring that all clinics and theatres are fully utilised whilst understanding the individual requirements for each clinic type. Management of patient data; ensuring electronic patient records (EMMA/OpenEyes) are accurately updated and stored correctly, including archiving and recording all clinical outcomes following appointments.
To be responsible for ensuring that all patient reminders, including calls, text and letters, are conducted in line with team processes. To be responsible for ensuring that all clinical correspondence is actioned in a timely manner. To act as the central point of contact for all telephone enquiries and email correspondence from patients, including NHS and Private Patients, and clinic staff, resolving or escalating issues as appropriate. To liaise with GPs and other clinicians to resolve enquiries and provide assistance with examination/clinic letter reports.
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. Management and minimisation of DNAs Proactively manage the patients to be booked list in line with KPI requirements of Referral Treatment Times (RTT) Management of referrals including funding applications and understanding of NHS and Private pathways Promptly escalate any unresolved or complex patient or client-related issues in a timely manner to the Deputy Patient Admin Lead. Support the Deputy Patient Admin Lead in ensuring that all month end tasks and procedures are completed by the last working day of the month Monitoring of all communication response rates, ensuring that Key performance indicators (KPIs) are met and provide general administration and support to Deputy Patient Admin Lead and Clinical Assistants in the running of the service. Support the Deputy Patient Admin Lead in implementation of new service delivery initiatives in conjunction with the Senior Management team Provide weekly updates on clinic/theatre scheduling, utilisation and any clinical gaps.
Assist with the Private Patient Admin tasks as required such as payments, ordering of lenses, general enquiries and additional ad hoc tasks. Ensure that exceptional customer service is delivered to patients, carers and clients at all times via all communication methods The post holder will be competent to work within the reception area of clinic and undertake all aspects of the receptionist role when required. Assist with the transfer of patients as per agreed Inter-Provider Transfers contract to ensure patients are prioritised in order of longest waiting times

Please refer the Job description for details