Bank Patient Administrator

We are looking for a new Bank Patient Administrator to join our Manchester site. The hours for this role will be variable.

Main duties of the job:

• This role involves carrying out different administrative duties such as booking patients into their appointments, making and answering phone calls, sending and replying to emails, managing the post, and dealing with enquiries.
• We’re looking for someone who loves working in a fast-paced environment where every day is different.
• We need someone who is incredibly customer focused and enjoys meeting and talking to people.
• All team members need to be empathetic and friendly to put patients at ease.

Job responsibilities:

• Reporting to the Service Manager, you would be responsible for ensuring that clinics are set up, that patient appointments are fully utilised, and that appointment outcomes are recorded and filed.
• You will manage the accuracy of all patient data including liaising with GP surgeries, clinics, and patients.
• Ensure that Newmedica’s electronic patient record is up to date.
• Act as the central point of contact for all telephone queries from both patients and clinic staff.
• Work within small teams to maintain and enhance processes to maximise quality and efficiency.
• Assist in the booking of appointments in a timely manner as per the correct pathways.
• Ensure operational and clinical governance protocols are maintained.
• Support the service and drive forward efficiency improvements.

Key Responsibilities:

• Co-ordinate daily changes required to clinic schedules.
• Contact locums and substantive staff to ensure any gaps in the rota are filled.
• Manage the set up and utilisation of clinic diaries.
• Book patient appointments and ensure that clinics are full.
• Make reminder calls to patients before their appointment is due.
• Ensure that all clinic correspondence is sent out.
• Act as the central point of contact for all telephone enquiries from patients and clinic staff.
• Maintain a positive relationship with internal or external staff at every interaction.
• Participate in appraisal processes, clinical audits, and research as required.
• Take responsibility for reinstating clinics as necessary and rebooking all patients.
• Implement changes to clinic start/finish times when necessary.
• Coordinate the daily, weekly, and monthly clinic schedules.
• Manage capacity and demand to achieve target utilisation whilst analysing and monitoring clinic activity.
• Identify any under or overcapacity and elevate to the service manager.
• Review waiting times and take action accordingly.
• Book follow-up appointments at appropriate clinics wherever possible.
• Raise awareness and liaise with Referral Management Centre's (RMC), Health Practices, and Opticians.

Knowledge and Expertise:

• Accurately interpret all incoming appointment requests under their correct pathways.
• Understand the pathways and resources needed for various clinic appointments.
• Gain comprehensive knowledge of timetables for all clinicians over several clinical subspecialties and sites.
• Have a full understanding of the CQC regulatory standards.
• Understand and have a good working knowledge of the Newmedica databases, including EMMA.

General Administration:

• Concentrate on various tasks and priorities whilst working in an unpredictable environment without supervision.
• Check all patient demographics when patients attend clinics.
• Provide weekly updates of clinic/theatre scheduling, utilisation, and any gaps.
• Provide general administration and support to Service Manager and CAs in the running of the service.

Customer Care:

• Act as a first point of contact for any queries or complaints from patients and any external agencies.
• Respond to all callers with tact, diplomacy, and kindness.
• Ensure all queries, voicemails, or messages are actioned and responded to in a timely manner.
• Support managers to make efficient and effective use of resources.
• Identify any actual or potential deviation from budgets.

Person Specification:

• Exceptional administrator who can understand and deliver within a complex working environment.
• Good organisational skills and the ability to multi-task.
• Enjoy working with a range of people and can tailor their approach to a diversity of patient needs.
• Outstanding telephone manner with the ability to adapt approach to different situations.
• Excellent verbal and written communication skills.
• Committed to delivery of consistently high standards of administration.
• Self-starter with the ability to work on your own initiative, as well as working well within a team.
• Enjoy the routine and rhythm of a process-driven environment.
• Comfortable making a significant contribution to a small team.
• Able to balance working independently with appropriate escalation.
• Proven customer service skills with a passion for customer care.
• Proven administrative skills including the ability to follow processes.
• Excellent computer skills and comfortable with Microsoft Office products.

Qualifications:

• Educated to A level standard or equivalent.
• GCSE Maths and English.

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 to check for any previous criminal convictions.