Patient Services Administrator - Palliative Care Team
Job summary
Come and join our Sutton Health and Care Community Services administrative team as a Patient Services Administrator for the Palliative Care Team.
Working as part of a multidisciplinary team, you will be responsible for ensuring an efficient and cost effective and patient focused administrative service.
You will be liaising with a variety of colleagues including clinicians, administrative staff, colleagues in primary care, patients, operational managers and patient liaison services to ensure the smooth running of the service.
Main duties of the job
The post holder will work within the SHC Palliative Care Team to provide an efficient, effective and professional administrative service.
The post holder will provide a patient focused service by responding to queries from patients, referrers and staff in a timely, professional and courteous manner. The post holder will act as a point of contact between the service and other support services including estates, IT and GPs.
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Sutton Health and Care (SHC), hosted by Epsom and St. Helier University Hospitals NHS Trust, is a commitment by partners to work differently in Sutton. We work to remove organisational boundaries in order to accomplish more for the people we care for. The alliance is made up of various partner organisations; Sutton GP Services, London Borough of Sutton, Epsom and St Helier University Hospitals NHS Trust, South West London and St George's Mental Health NHS Trust as well as voluntary sector partners such as AgeUK. Each organisation is open and trusting of each other to take positive action to improve people's lives, tackle the causes of ill-health and promote health and well-being.
At gesh we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.
Job description
Job responsibilities
Administration
- Answer patient queries in a polite, courteous and professional manner and appropriately transfer calls or queries when required
- Ensure all emails are actioned appropriately and information is distributed to the relevant team members in a timely manner
- Upload required information to patient records on EMIS, including scanning and uploading information received via email
- Ensure all patients on the caseload have appropriate future appointments scheduled
- Book patient appointments, send text message reminders where required, and ensure appointments are accurately recorded on EMIS diaries
- Maintain accurate and up to date patient information on EMIS, including contact details and other relevant information
- Ensure all patients are appropriately outcome coded at the end of each working day
- Prepare reports for GP, MDT and general MDT meetings as required
- Undertake audits and surveys as requested
- Use relevant computer software and systems, including MS Office and EMIS
- Ensure equipment is maintained appropriately and that relevant equipment logs are kept up to date
- Order equipment and supplies as required
- Undertake laminating, photocopying, filing and other general administrative duties as required
- Log and follow up IT and Estates issues on behalf of the team
- Ensure Trust confidentiality requirements are always adhered to
- Take notes/minutes at meetings in the absence of the Senior Administrator, type and circulate minutes and prepare and circulate agendas as required.
Communication
- Act as a first point of contact for patients, referrers. community teams and other professionals contacting the service
- Respond to patient queries in a polite, courteous and professional manner, appropriately transferring or escalating queries that cannot be resolved
- Communicate clearly and effectively with clinical colleagues to support the timely and accurate processing of referrals and patient information
- Work with colleagues to ensure that information provided to referrers and patients is accurate, consistent and up to date
- Appropriately escalate patient or referrer complaints and incidents received by the team, ensuring these are handled in a courteous, effective and timely manner and in accordance with confidentiality requirements
- Liaise with the estates service desk, the IT service desk and domestic services manager regarding clinic maintenance, IT issues and cleaning/infection control matters.
Personal Attributes
- Work flexibly to meet the needs of the system
- Take responsibility for ensuring deadlines are met and workload is appropriately prioritised and reallocated where necessary to meet service requirements
- Participate in team development activities as required
- Support the development of the administrative service alongside the Senior Administrator and Team Leader
- Take initiative in identifying and suggesting improvements to administrative processes to ensure the service remains efficient, effective and cost conscious.
Other Responsibilities
- Process and pass on requests for patient records as required
- Ensure divisional service needs are met through the delivery of a cohesive and effective administrative service
- Participate in team meetings, including taking and distributing minutes, booking rooms and arranging refreshments as required
- Ensure the team's work area is clean, tidy and appropriately maintained and that confidential information is securely stored and not left unattended
- Undertake such other duties, across Trust sites, as may be required from time to time, consistent with the responsibilities of the grade.
Base of Work
The post will be based at Green Wrythe Lane Health Clinic in Carshalton. However, the post holder may be required to work at other locations across the service and Trust sites, in line with service requirements.
Person Specification
Qualifications
- GCSE Grade C or above in English and Maths or equivalent
- Appropriate NVQ Level 3 qualification
Experience
- Demonstrable experience of working in an administrative role or office environment
- Significant previous experience in working in a customer service role
- Previous experience of referral management
- Previous experience working with database software
- Experience of processing volumes of data
- Working knowledge of NHS procedures
Skills and Abilities
- Ability to communicate appropriately and professionally to patients/staff/people at different levels both written and verbal
- Ability to resolve customer/patient complaints
- Accuracy and attention to detail
- Able to work autonomously and as part of a team
- Ability to meet exacting deadlines
- Ability to prioritise, use own initiative and make decisions
- Experience of working with MS Office
- Knowledge of EMIS patient data system
Personal Attributes
- A team player
- A professional and friendly manner
- Reliable, trustworthy and conscientious
- Able to perform under pressure
- Adaptable and flexible to meet the needs of the department/working practices
- Demonstrable commitment to expand knowledge and personal development with willingness to share new ideas
Other Requirements
- Able to work flexibly travelling to all Community Services bases as required
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website.
Employer details
Employer name
Epsom and St Helier University Hospitals NHS Trust
Address
Green Wrythe Lane Health Clinic
Green Wrythe Lane
Carshalton
SM5 1JF
United Kingdom
Employer's website
https://www.epsom-sthelier.nhs.uk/work-for-us