Patient Services Administrator - Surrey Downs H&C

at  Epsom and St Helier University Hospitals NHS Trust

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 Trus

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