Patient Experience & Admin Specialist

Cardiff and Vale University Health Board; Isleworth; On-site; GBP 22,000 - 26,000; Full time

Job summary

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a diligent Patient Administrator to support a multi-disciplinary team within the Patient Access department. You will handle patient data, coordinate with clinicians, and maintain a courteous, responsive front-line service.

The role requires strong communication, organisational skills and the ability to work autonomously or in a team, in a busy hospital setting.

Qualifications

• GCSE English and Maths or equivalent, A-level English and Maths or equivalent, Experience of working in an administrative capacity
• Proven experience of dealing with complex telephone calls
• Demonstrable experience of maintaining a professional attitude in a pressured environment
• Experience in working as part of a team, Competent working knowledge of windows based computer systems
• Excellent communication skills both written and verbal
• Ability to prioritise and organise work load
• Ability to use own initiative
• To be able to work as part of a team
• Able to file accurately and pay attention to detail, Knowledge of NHS processes
• Knowledge of Cerner workflows

Responsibilities

• Provide a customer focused service dealing with all patients or visitors in an efficient, polite and courteous manner
• Support the delivery of a high quality healthcare service ensuring that all patients receive a high standard of service delivery
• Handle queries from patients/relatives confidentially and sensitively; refer clinical related queries to appropriate staff
• Interact with patients and relatives in distress in a sensitive and empathetic manner
• Take and relay telephone enquiries and messages, using initiative and prioritising skills when disseminating information
• Update patient details on PAS as appropriate, checking all demographic details on arrival or departure
• Oversee the work of more junior staff and ensure work objectives are being met on a day-to-day basis and demonstrate duties to new starters
• Ensure all procedures are followed re data capture for service specific outcomes.
• Ensure all paperwork is filed appropriately
• Arrange interpreter and transport services where indicated
• Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development
• Provide cover across the POD as and when required
• Provide an excellent standard of service to patients at all times
• Ensure the availability of all necessary documents (including forms, patient information leaflets and questionnaires) labels, continuation sheets

Skills

Phone handling

Communication

Teamwork

Organisational skills

Windows proficiency

Cerner knowledge

Education

GCSE English & Maths

A-level English & Maths

Administrative experience

Tools

Cerner

Job description

Chelsea and Westminster Hospital NHS Foundation Trust is seeking a diligent Patient Administrator to support a multi-disciplinary team within the Patient Access department. You will handle patient data, coordinate with clinicians, and maintain a courteous, responsive front-line service.

The role requires strong communication, organisational skills and the ability to work autonomously or in a team, in a busy hospital setting.