Admin Assistant / Receptionist

London North West University Healthcare NHS Trust; London Borough of Harrow; On-site; GBP 22,000 - 29,000; Full time

Job summary

London North West University Healthcare NHS Trust in London is seeking a patient services administrator to record and process outpatient attendances, cancellations, and DNAs on the EPR within stipulated timeframes. You will inform clinics of late arrivals and check in patients, updating patient demographics as needed.

Maintain a tidy, hygienic reception area and support managers in delivering a patient-focused service.

Qualifications

• Experience with outpatient administration and appointment processing.
• Ability to update patient demographics accurately.
• Familiarity with EPR/ERS data entry and audit processes.

Responsibilities

• Record and process all outpatient attendances/cancellations/DNAs on EPR within stipulated timeframes.
• Advise clinics of patients who are late arriving for their appointments.
• Check in patients attending in person and ensure information is complete and up to date on the Trust ERS.
• Maintain a tidy reception area and ensure hygiene standards are met.
• Process patient data and appointments using the Trust EPR; handle enquiries professionally.

Skills

Communication skills

Organisational skills

Tools

EPR system

Job description

Record and process all outpatient attendances / cancellations & DNAs on EPR within stipulated timeframes Advise clinics of patients who are late arriving for their appointments Book follow-up appointments File documents according to Information Governance policy Maintain an uncluttered and tidy reception area Maintain reception areas in a hygienic and sanitary condition including cleaning and wiping of surfaces To cover clinics between hours of 8:30am - 8:00pm on rotational basis following working time directive (WTD) Support the Managers and Supervisors in developing a patient focused service.

Customer Care

Communicate with patients, visitors and staff in a professional and courteous manner Update patient demographics and assist with wayfinding

• Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
• Analyse patient pathways vs outcomes and elevate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
• Ensure that all patients attending in person are checked in
• Ensure patient information is complete and up to date on the Trust ERS
• Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
• Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
• Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
• Communicate effectively using all available forms of communication
• Be a calm, supportive, flexible and adaptable member of the team
• Deal with all enquiries in a professional and co-operative manner
• Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
• Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible
• Provide non-clinical advice and guidance regarding appointments
• Process patient data and appointments using the Trust EPR

Please see the attached Job Description and Person Specification for further information on the key responsibilities and person requirements for this role.