A key part to this role will be to ensure an excellent level of customer service and attention to detail is delivered throughout the team.
Provide an efficient and polite service to patients when booking outpatient procedures and work collaboratively and co-operatively with others to meet the needs of the patients and their families.
This role provides the administration/clerical function for the department as well as the Trust. This includes booking appointments, patient`s transport, interpreters, managing the phone line, meet and greet patients, check and update demographics.
The post holder will adhere to Trust policy with regards to the sensitive information that patients are providing, and the sensitive information held with regards to them.
The post holder may work at any of the Trust’s sites however the main site will be at Willesden Centre for Health and Care, Willesden Eyecare Centre.
The post holder is required to work flexibly within the post to achieve the role outcome.
- Work as part of a team and provide administrative support to Clinical Teams
- Have a professional telephone manner toward patients/relatives and other staff members.
- To ensure that patient pathway is monitored in accordance with relevant RTT standards.
- Maintain the confidentiality of information about patients, staff and health service businesses in accordance with Trust Confidentiality Policy and the Data Protection Act.
- To communicate effectively with a range of people, either in person or on the telephone and email promptly and in a professional and courteous manner whilst recognising barriers to communication.
- Dealing sensitively with any complaints, problems or issues arising, highlighting and referring problems where necessary to the supervisors.
- Establish and maintain electronic patient records.
- Booking of patient’s appointments within the agreed targets and ensuring that these targets are not breached.
- Cover other members of the Ophthalmology admin team when required.
- Responsible for and manage generic email inbox.
- Monitor and manage the clinic lists and the request queues.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Knowledge, Training and Experience
The post holder needs to understand a range of routine work procedures that require job training and induction. Specific knowledge and experience require relates to:
- The computerised hospital Patient Administration System. This includes the updating and registering of patient details on the computerised system. It is vital that information is entered accurately in order to ensure that the Trust receives the appropriate level of income for the patient activity and to avoid potential clinical risks inherent with inaccurate patient records.
- The post holder will need a good understanding of the Trust Overseas policy when registering overseas patients into the department.
- Ability to use a computerised scanner to scan all documentation generated.
- Utilise efficiently the digital online platforms so ensure all electronic or written patient documentation is processed both accurately and timely
- The post holder will acquire a good understanding of medical terminology in order to comply with the coding of clinical notes.
- Knowledge of other administration and clerical systems within the Trust.
- Ensure compliance with mandatory training.
- The post holder will need to have a good understanding of the various different ways of making appointments, discharging, DNA, rescheduling, checking patients in and out of Cerner.
- Postholder requires knowledge of how referrals are made and how they are entered into the mainframe of the system.
- The role demands the provision of a range of administrative services including proficiency with software applications including Windows, MS Word, Excel Spreadsheets, Outlook and other associated packages.
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