Band 3 Patient Services Administrator - Undergraduate Teaching

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 and notifying the appropriate person of individuals' arrival.
• 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 in accordance with Trusts Policies and Procedures.
• Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
• Handle any face-to-face and telephone queries or complaints and escalate as necessary.
• Responsible for the management and booking of appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS) in accordance with Dental Services Standing Operational Procedures (SOPs).
• Contact patients who have not attended their appointments to ascertain the reason why and re-book a new appointment if appropriate.
• Ensure that all patients' outcomes are updated on the EDR at the end of each day.
• Liaise with transport and interpreting services when required and escalate any issues to the appropriate staff.
• Ensure all referrals e-mail and letters are date-stamped and registered on PAS within 24 hours of receipt.
• Ensure accurate data inputting of clinic activity onto PAS in line with Dental Services Standing Operating Procedures (SOPs) and Divisional/Trust targets.
• Provide general non-clinical information to patients and staff while maintaining confidentiality.
• Participate in the rotational tasks across Specialty Management Groups which includes ensuring all telephone lines are appropriately covered by staff at all times.
• Monitor and validate local waiting lists and bring patients' appointments forward when possible.
• Create clinical records for all new patients.
• Assist the Team Leaders with updating and archiving clinical records and patient administration systems following notification of death.
• Management of departmental e-mail account.

Qualifications:

• 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.

Skills/Knowledge:

• Excellent communication and organisational skills.
• Excellent keyboard skills.
• Evidence of extensive use of computer programmes; Outlook, Microsoft Office, Excel.
• Ability to work as a member of a team.
• Outstanding Customer Service Skills.

Experience:

• Relevant experience of data inputting and activity recording.
• Previous admin experience.
• Previous experience of working with the general public.

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 to check for any previous criminal convictions.