Patient Services Administrator - Undergraduate Teaching

Find out more about applying to join Team BCHC. Join our team. Community services are a key part of the NHS of the future. Be part of that future now. Join us and help achieve better care and healthier communities.

Contract: 12 months (Fixed Term)
Hours: Full time - 37.5 hours per week (Mon - Fri 8.15-16.30)
Salary: £24,071 - £25,674 (per annum)
Closing: 25/02/2025 23:59

The role provides administrative support to our patients, students, clinical teams and university colleagues. From booking appointments, issuing letters and answering patient queries to coordinating outpatient clinics and supporting our clinical colleagues, there’s never a dull moment!

Main duties of the job:

• First point of contact for all service users and visitors to the clinic reception greeting in a professional and friendly manner.
• Responsible for the management of clinics and waiting lists within their Specialty Management Group.
• Prepare and update clinical records for all patients booked within Dental Services ensuring that appropriate records such as referral letters are attached/scanned appropriately.
• Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
• Handle face to face and telephone queries or complaints and escalate as necessary.
• Manage and book appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS).
• Contact patients who have not attended their appointments to ascertain the reason why and re-book a new appointment if appropriate.
• Carry out any clinic changes/cancellations on the PAS system.
• Book and/or re-schedule both new and follow up appointments from the relevant waiting list.
• Ensure patients are offered a choice of appointment in line with national guidance.
• Update patients’ outcomes on the EDR at the end of each day.
• Liaise with transport and interpreting services when required.
• Ensure all referrals e-mail and letters are date-stamped and registered on PAS within 24 hours of receipt.
• Collect missing demographics details from referrals and contact referring practitioners or patients directly.
• Ensure all clinics slots are fully utilised to avoid wasted capacity.
• Participate in the rotational tasks across Specialty Management Groups.
• Monitor and validate local waiting lists and bring patients appointments forward when possible.
• Actively contribute to the development and delivery of local Standard Operating Procedures (SOPs).
• Create clinical records for all new patients.
• Assist the Team Leaders with updating and archiving clinical records and patient administration systems.
• General administrative tasks as required.

Person specification:

• Previous admin experience.
• Experience of working with the general public.
• GCSE/CSE level C or equivalent in Mathematics and English or equivalent administrative experience.
• RSA 2 or equivalent experience in typing or word processing.
• Level 3 NVQ in Business Administration or equivalent administrative experience.
• Excellent communication and organisational skills.
• Ability to work as a member of a team and use own initiative.
• Ability to work under pressure.

Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and will actively consider requests made and support these where practically possible.

Benefits of working for us include full NHS terms and conditions, extensive holidays, attractive relocation payment, discounts for local and national retailers, and dedicated well-being services for all employees.