Access Administrator

Walsall Healthcare NHS Trust; Wednesbury; On-site; GBP 21,000 - 25,000; Full time

Job summary

Walsall Healthcare NHS Trust is seeking an Access Administrator to support day-to-day operations of the Outpatient and Inpatient Access Team. You will manage centralised booking for theatre sessions and outpatient clinics with calm, patient-focused service.

The role requires excellent customer service, strong communication, and the ability to multitask across multiple teams. You will use CareFlow, PAS, and Envoy for efficient patient flow and appointment management.

Qualifications

• Outstanding customer service skills or experience in a busy environment.
• Ability to work calmly, logically and methodically while multitasking.
• Effective communication under pressure and being a team player.

Responsibilities

• Facilitate booking and organisation of patient access for theatre lists or outpatient clinics.
• Ensure inpatient theatre lists are produced timely with appropriate comments in CareFlow and Blue Spier systems.
• Book/withdraw outpatient clinics timely with comments in the PAS system.
• Reschedule or cancel patient appointments ensuring choice of time/date.
• Use Envoy Text Messaging to contact patients for cancellations.
• Liaise with GP surgeries and Care Group Services as required.
• Print and process referrals into CareFlow for scan triage.
• Telephone patients to maximise slots and remind about appointments.

Skills

Customer service

Communication skills

Multi-tasking

Team player

Calm and methodical

Tools

CareFlow

Blue Spier theatre systems

PAS

Envoy Text Messaging

Microsoft Office

Job description

An exciting opportunity has arisen for x1 Access Administrator to support with the day to day running of a thriving Outpatient and Inpatient Access Team. The expectation of role is to work across multiple teams within an Outpatients setting and to provide a professional efficient and effective centralised booking service for a variety of theatre sessions or outpatient clinics as required.

Your should have out-standing and proven customer services skills or worked in a busy customer care focused environment. You will need to be able to work in a calm, logical and methodical way but also be able to multi-task due to on-going service demands. You must possess effective communication skills, able to work well under pressure and be a key team player.

The working hours for this post are -
Monday - Friday 9.00 am to Friday 5pm
To work in across the Access Team environment to provide a professional efficient and effective centralised booking service for a variety of theatre sessions or outpatient clinics as required.
Use multiple systems to carry out work including Microsoft Office products
Using initiative to ensure that patients are booked in line with local and national access targets
Plan, organise and prioritise own workload, while accepting direction and delegation from Outpatient Access Team Leader, Access Manager and/or Outpatient Care Group Support Manager
To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, other health care professionals and the general public
Receive and handling of internal telephone calls accordingly, actioning appropriately, liaising with other departments and other healthcare professionals across the organisation to support the patient experience
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 284,300. It provides inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010, and ongoing upgrades ensure the Trust now has state-of-the-art facilities, including a Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit. A new Urgent and Emergency Care Centre, opened in March 2023, has significantly improved emergency care facilities and capacity, providing almost 5,000 square metres of additional clinical space.

Key Areas of Responsibility will include:

• Work to facilitate the booking, support and organisation of patient access, either via ensuring that inpatient theatre lists are produced in a timely manner with appropriate comment added to Care Flow and Blue spier theatre systems, or, ensuring that outpatient clinics are booked locked / withdrawn in a timely manner with appropriate comment added to the PAS system
• Reschedule or cancel patient's appointments efficiently using the CareFlow system ensuring that patient offered choice of appointment time / date.
• Using Envoy Text Messaging service to contact patients for hospital cancellations
• Liaising with GP surgeries/Care Group Services and other healthcare professionals as required within remit of job role
• Print and process patient referrals into the CareFlow system in readiness for scan clinical triage.
• Telephone patients (as and when requested) to maximise slots, follow up DNAs and remind patients of their appointment