Administrator
Job summary
At Sentinel Healthcare, delivering excellent patient care is at the heart of everything we do. We are looking for an experienced and enthusiastic Administrator to join our friendly and supportive team, providing high-quality administrative and reception support across our clinical services.
This varied and rewarding role involves supporting patients, clinicians and colleagues to ensure services run smoothly and efficiently. You will often be the first point of contact for patients, so a professional, compassionate and customer-focused approach is essential.
The successful candidate will be organised, adaptable and able to manage multiple tasks in a busy environment. Excellent communication, attention to detail and strong IT skills are essential, along with the ability to work accurately and build positive relationships with patients, colleagues and partner organisations.
We are looking for a supportive team player who is willing to work flexibly and contribute to a positive working environment. Previous experience in healthcare administration, particularly within primary or secondary care, would be advantageous.
By joining Sentinel Healthcare, you will become part of a close-knit team that genuinely cares about making a difference to patients and the communities we serve. If you are looking for a rewarding role where your contribution is valued and every day brings something different, we would love to hear from you.
Main duties of the job
Process electronic inbound referrals from GP's and other healthcare organisations using patient record systems.
Booking and managing of patient appointments.
Deal with routine patient enquiries.
Ensure that electronic tasks are completed in a timely manner.
Assist in monitoring generic email accounts.
Send text reminder messages/emails to patients.
Supporting Senior Administrative colleagues.
Attending administrative and clinical meetings as required, which may occasionally be outside of core working hours.
General office duties, such as post, scanning etc.
About us
Sentinel Healthcare's administrative hub is based at Plymouth Science Park, adjacent to the beautiful Bircham Valley Nature Reserve, providing a pleasant working environment with access to woodland walks and local wildlife. Our offices are conveniently located close to Derriford Hospital and benefit from excellent public transport links.
At Sentinel, our mission is to improve the health and wellbeing of the patients and communities we serve. Every member of our team plays an important role in delivering high-quality, patient-centred healthcare and supporting positive outcomes for those who use our services.
Our multidisciplinary teams include GPs with Extended Roles, Occupational Therapists, Extended Scope Physiotherapists and Psychologists, supported by experienced management and administrative staff. Together, we deliver NHS outpatient assessment and treatment services across the locality in Cardiology, Chronic Fatigue, Dermatology, Ear, Nose and Throat, Musculoskeletal and Vasectomy.
In addition to our NHS services, Sentinel also provides Private Healthcare services in Dermatology and Weight Management.
We are proud to offer a range of employee benefits, including:
- Free onsite parking
- Optional Staff Medical and Dental Scheme through WPA, with Level 1 cover funded by Sentinel
- Cycle to Work and Home & Tech salary sacrifice schemes
Join us and become part of a supportive team dedicated to making a real difference to the lives of patients every day.
Job description
Job responsibilities
- Use the e-Referrals system (eRS) and the Electronic Patient Record systems (EMIS & SystmOne) to access inbound referrals and associated clinical documents booked in the Sentinel Healthcare clinical services.
- Liaise with local Referral Management Centres, GP surgeries and other external organisations as necessary.
- Using own judgement bring any GP referrals which may be inappropriate to the Clinician(s) attention.
- Ensure that inbound referrals are appropriately actioned i.e. accepted or rejected.
- Assist in co-ordinating the utilisation of booking slots across service areas, ensuring that capacity is fully utilised. Any under-utilisation to be reported promptly to the Operations Manager, so that appropriate action can be taken in advance.
- Re-book and cancel appointments as necessary in the patient record system and ERS.
- Any cancellations are to be undertaken following the set criteria for the service. Attention should be given to waiting time. Patients must be rebooked within specified time scales. Any problems meeting these criteria, including late cancellations, should be highlighted immediately to the Administration Manager.
- Ensure that relevant reminders (either by SMS, email or letter, where appropriate) have been sent to patients informing them of appointments.
- Ensure investigation requests are processed appropriately and results shown to the referring clinician.
- Assist in completing clinical coding and outcomes.
- Assist in using the patient record system to ensure that clinical reports and templates are re-produced and sent to GPs (and patients if required) following consultations.
- Open and prioritise correspondence, ensuring urgent correspondence receives prompt attention.
- Scan reports and other correspondence into the patient record system in a timely manner.
- Work closely with service area colleagues/clinicians to ensure good communication and that tasks are appropriately allocated and completed in a timely manner.
- Adherence to Sentinel Referral to Treatment Rulebook, Referral to Treatment Access Policy and to National Referral to Treat (RTT) waiting times rules and assist in making sure those targets are met.
- Assist in ensuring that Inter-Provider Transfer Forms (IPT) are completed and sent, as soon as the clinician requests onward referral to Secondary Care, in line with Waiting List Policy (48 working hours).
- Use other local hospital systems as necessary e.g, EPIC.
- Ensure that generic service nhs.net email accounts are monitored daily and appropriate action taken in a timely manner.
- Liaise with GP(s) or their team(s) when removing patients from the waiting lists as per protocols
- Have a sympathetic and caring manner when dealing with patients, ensuring all queries are handled timely, efficiently and effectively.
- Deal with telephone queries from both internal and external agencies in a professional manner in accordance with GDPR and statutory policies and procedures.
- To deal with all enquiries and complaints promptly and sympathetically and inform Senior Management of any problems immediately.
- Record accurate patient messages and complete information using the patient record system in a timely manner.
- Request hospital patient case notes (where requested by clinicians) ensuring that relevant clinical documentation (e.g. referral letter, x-rays, other diagnostic results and other supporting information) is available to the clinical teams in the patient record system.
- Maintain patient case notes and other documentation in good order and arrange return appropriately and in a timely manner.
- Assist in arranging and attending MDT meetings (where necessary) and ensure that patient notes, investigations and radiology images are available.
- Work flexibly and collaboratively with colleagues and help to develop a positive, supportive culture.
- Be prepared to work at various locations to provide appropriate administrative support to clinical teams as required.
- Attend and contribute positively and creatively to Administration Meetings.
- Demonstrate a positive, can-do attitude in the workplace.
- Ensure that resources are used efficiently and help to identify cost savings.
- Attend and represent Sentinel at external meetings as required
- Maintain an efficient electronic filing system.
- Responsible for covering colleagues during periods of annual leave and sickness.
- Undertake work as directed by the Administration Manager.
- Adhere to Patient Confidentiality, Information Governance and GDPR policies at all times.
Person Specification
Skills & Personal qualities
- Excellent communication skills.
- Polite and professional telephone manner.
- Ability to prioritise workload and achieve targets within given deadlines.
- Ability to work flexibly as part of a team.
- Interested in developing and improving organisational procedures and protocols.
- A positive outlook, with a can-do attitude.
- Demonstrate a willingness to help support colleagues and clinical staff during times of high workload
- Ability to adapt and problem solve under pressure whilst achieving targets
- Willingness to work under direction but also a self-starter
- Demonstrate a commitment to achieving high quality standards of work
- Flexible to the needs of the service, energetic and determined.
- Accurate/methodical in all aspects of work
- Friendly and polite manner.
- Open to change
- Experience of organisational /service re-design.
- Knowledge and experience of developing and implementing new processes and systems within an organisation.
- Experience of positively managing change.
Qualifications
- Good general education.
- NVQ Level 2/3 Business Administration (or similar)
Experience
- Working knowledge of Microsoft Office packages.
- Understand GDPR and the need for confidentiality.
- Previous recent experience of working in a similar healthcare environment.
- Experience of using a healthcare electronic patient database system
- Knowledge of EMIS and SystmOne or similar electronic patient record system.
- Experience of using the E- Referral System (ERS)
- Knowledge of medical terminology.
- Experience of using other hospital systems, eg. IPM, CRIS, Insignia, EPIC
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.
Employer details
Employer name
Sentinel Healthcare South West CIC
Address
Unit 1, 5 Research Way
Plymouth
Devon
PL6 8BT
United Kingdom
Employer's website
https://www.sentinelhealthcare.co.uk/