Diagnostic and Therapies Appointments Administrator

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley. We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

The Patient Administrator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service. The aim is to provide reception and appointment booking service to the Nuclear Medicine and PET/CT Department at Kings College Hospital. Focusing on the needs of the patient in accordance with the National Booking Programme. This requires a sound knowledge of the Radiology Information System and booking protocols, for which full training is given. It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate. The role will mainly incorporate the booking of patients throughout their patient pathway as well as general administration type functions. Furthermore the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group and elevate capacity constraints or concerns within the patient’s pathway.

Main duties of the job:

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.
• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.
• Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.
• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.
• Receive and respond to patient e‑mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In-Basket’.
• Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate.
• Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc.

Working for our organisation:

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person‑centred, digitally‑enabled, and focused on sustainability, we aim to take Team King’s to another level. We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people. King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities:

• PTL monitoring / updating / escalating where patient pathway issues are identified if not within their scope to resolve.
• Responsible for booking of patient’s appointments, diagnostics and inpatient stays, throughout their patient pathway, including PET/CT non-complex cases, Nuclear Medicine and Bone density appointments.
• Corresponding with patients, practices and internal staff.
• Conduct reminder calls to patients, rearranging appointments where necessary in‑order to prevent non‑attendances.
• Management of patient correspondence via text reminder services.
• Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalating where issues are identified to the appropriate team member.
• Responsible for accessing appointment booking systems for all routine pre‑operative assessments, diagnostics and their associated outcomes.
• Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.
• Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.
• Process and register referrals, booking outpatient appointments within Epic and Alliance Medical RIS.
• To book interpreters as required.
• Collate required patient information at the request of clinical teams.

Supporting Clinical Teams:

• Management of clinical staff inboxes and flagging of high priority correspondence for PET/CT, Nuclear Medicine and Bone Density.
• Management of virtual clinics, where applicable.
• Monitoring of ‘InBasket’ function for internal correspondence.
• Monitoring relevant work queues relating to the service.
• Coordinating of clinic template amendment / cancellation forms.
• Booking patients in line with clinical diaries as per local processes.
• Attendance at meetings when required.

Data Management, Data Quality and Systems Responsibilities:

• Input and access information on Epic and Alliance Medical RIS or equivalent system as required.
• Ability to use Epic and Alliance Medical RIS or equivalent system accurately, inputting data and editing entries as required.
• Record and capture patient information appropriately and in line with Standard Operating Procedures.
• Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.
• Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue.
• Supporting data quality workstreams and work‑queues where appropriate.

Personal Development:

• Support national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts.
• Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.
• Actively engage in Continuous Professional Development opportunities in line with set objectives.
• Actively engage in appraisal process.

General responsibilities:

• Carry out general office duties such as photocopying, scanning and filing.
• Handle incoming and outgoing mail in a timely manner.
• Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.
• Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor.
• Report any faults with equipment or the environment to the relevant department promptly, and as appropriate.
• Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities.
• Assist volunteers in the department.
• Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.
• Where required take minutes and action notes of meetings.

General:

The post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post. To observe the rules, policies, procedures and standards of King’s College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations. We want to be an organisation where everyone shares a commitment to delivering the very best care and feels like their contribution is valuable and valued. To observe and maintain strict confidentiality of personal information relating to patients and staff. To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues. This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder. All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication. Everyone is responsible for promoting inclusion no matter their role or team. At King’s, we want to create an environment where everyone feels valued, respected and welcomed.

Safe Guarding:

Attending mandatory training on safeguarding children and adults, familiarising themselves with the Trust's processes for reporting concerns, reporting any safeguarding child or adult concerns appropriately.

Infection Control Statement:

The post holder has an important responsibility for and contribution to infection control and must be familiar with the infection control and hygiene procedures and requirements when in clinical areas. These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures which will be made clear during your induction and subsequent refresher training. These standards must be strictly complied with at all times.

Person specification:

• Educated to GCSE/ O level / NVQ in administration and clerical Level 2/3.
• Prior experience in healthcare administration, medical office, or scheduling roles.
• Experience of working in an administrative environment.
• Proficiency in Epic, Patient tracking lists and Work‑queues.
• Flexibility to organise and respond quickly to changes.
• Positive attitude and able to maintain a professional attitude.