Outpatients Administration Clerk

George Eliot Hospital NHS Trust; Nuneaton; On-site; GBP 20,000 - 28,000; Full time

Job summary

A regional healthcare provider seeks a full-time Outpatient Administrator in Nuneaton. The role involves managing patient appointments, providing customer support, and ensuring documentation is up-to-date. Candidates should demonstrate strong communication and organizational skills. Join a dedicated team committed to delivering high-quality patient care.

Qualifications

• Experience in an administrative role within healthcare is desirable.
• Strong attention to detail and ability to manage multiple tasks.
• Ability to work under pressure while providing excellent customer service.

Responsibilities

• Manage outpatient appointment booking system effectively.
• Act as main point of contact for patient enquiries.
• Support team members and assist with administrative tasks.

Skills

Communication skills

Organizational skills

Data management

Customer service

Job description

Overview

To provide a specialised, comprehensive and confidential administration service, working primarily in the Outpatients Reception in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.

Responsibilities

• Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
• Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
• Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
• Act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
• Ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
• Continually contribute to patient and business improvement agendas. This will require undertaking any project work as directed including obtaining information using current systems and sharing ideas for potential service improvement.
• Assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
• Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
• Registration of internal referrals.
• Management of e-referrals on the Electronic Referral Service (eRs).
• Booking of all patient appointments in line with Trust and National targets.
• Contacting patients for short notice appointments aiding clinic utilisation.
• Managing the external Outpatient letter system.
• Managing the NHS mailbox for IPTs.
• Referral verification (chasing missing referrals).
• Contacting patients to inform them of short notice clinic cancellations / reschedules.
• Greet patients, check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
• Direct patients to appropriate areas.
• To outcome all patients' attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNAs or added to the waiting list in accordance with agreed procedure.
• To cancel, re-appoint and reschedule patient's appointments at patient or Consultant request.
• Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email communication. Act on the information and distribute accurately.
• To prepare all necessary documentation and/or paperwork for clinics.
• To telephone patients at short notice to fill empty clinic slots.
• To correct any operator errors within Lorenzo following protocol.
• Works flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
• To ensure that Consultants are aware of any patients who DNA'd clinic appointment and undertake action as required.
• To open and sort Outpatients post daily and to take appropriate action.
• To provide cover in any other team or department within the Directorate if required.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.

George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women's, children's, diagnostic and therapeutic services to a population of more than 350,000 people.

The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.

Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join #TeamEliot.

The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is a mandatory requirement for all newly appointed staff to complete a Disclosure and Barring Service application.

In response to NICE guidance and to support the reduction of health harm from tobacco, the Trust has a smoke-free site policy which applies to anyone on Trust sites. Staff who smoke will be supported to quit or not smoke whilst on Trust sites.

George Eliot Hospital NHS Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees as they are at the heart of our patients journey. Our aim is to ensure that employees are equally valued, respected, empowered and included within an organisation that is representative of all members of the community. We define diversity as valuing everyone as an individual - taking pride in that we value employees, job applicants, students, volunteers, patients and visitors as people. This is reflected within our excel behaviours with a vision to create a workplace that represents a culture of kindness, joy and inclusion.

We have an exciting opportunity to join our Outpatients Administration team on a full time permanent basis.

You are invited to join our dynamic and highly effective administrative Outpatient teams, where you will have the chance to learn and develop new skills. You will be working across our Outpatient administration areas.