Patient Services Administrator - Undergraduate Teaching

Birmingham Community Healthcare NHS Foundation Trust; Birmingham; On-site; GBP 24,000 - 26,000; Full time

Job summary

Join a dynamic team at a leading healthcare provider in Birmingham as a Patient Services Administrator. This role is vital in delivering top-class administrative services, supporting patients, students, and clinical teams. You will be the first point of contact for service users, managing appointments, and ensuring smooth operations within the Dental Services. With a focus on excellent communication and organisational skills, you will help create a welcoming environment for patients while contributing to the overall efficiency of the clinic. This is an exciting opportunity to grow your career in a supportive and community-focused organisation committed to better care and healthier communities.

Benefits

Full NHS terms and conditions

Extensive holidays

Discounts for local and national retailers

Dedicated well-being services

Flexible working opportunities

Qualifications

• Previous admin experience and working with the public is essential.
• Strong communication and organisational skills are required.

Responsibilities

• Provide administrative support to patients and clinical teams.
• Manage appointments and handle patient queries efficiently.

Skills

Excellent communication skills

Excellent organisational skills

Keyboard skills

Ability to work under pressure

Ability to use own initiative

Education

GCSE/CSE level C in Mathematics and English

RSA 2 or equivalent in typing or word processing

Level 3 NVQ in Business Administration

Tools

Microsoft Office

Outlook

Excel

Patient Administration System (PAS)

RiO

Job description

Find out more about applying to join Team BCHC.

Join our team

Community services are a key part of the NHS of the future. Be part of that future now. Join us and help achieve better care and healthier communities.

Patient Services Administrator - Undergraduate Teaching

Band 3

Main area: Undergraduate Teaching
Grade: Band 3
Contract: 12 months (Fixed Term)
Hours: Full time - 37.5 hours per week (Mon - Fri 8.15-16.30)
Job ref: 820-6404560-DEN-B

Site: Birmingham Dental Hospital
Town: Birmingham
Salary: £24,071 - £25,674 (per annum)
Salary period: Yearly
Closing: 25/02/2025 23:59

Job overview

***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***

The role provides administrative support to our patients, students, clinical teams and university colleagues. From booking appointments, issuing letters and answering patient queries to coordinating outpatient clinics and supporting our clinical colleagues, there’s never a dull moment!

Main duties of the job

Are you a dynamic, enthusiastic individual who is passionate about delivering top class administration services? Are you looking for an exciting new challenge and want to take the next step in your career? We are currently recruiting a patient services administrator to work in our team at Birmingham Dental Hospital and School of Dentistry.

The successful candidate will have a keen eye for detail, be reliable, flexible and will work efficiently without direct supervision. You will have excellent organisational and communication skills enabling good relationships to be built with patients, students, colleagues and other departments within the Trust.

The post holder is required to develop knowledge of all services, manage patient queries, engage patients and clinicians and provide a proactive patient focused appointments service.

Working for our organisation

IMPORTANT

Please ensure you check your TRAC account regularly as this is how we will communicate with you during the shortlisting and selection process.

Please ensure all sections of the application form are completed fully. Please particularly ensure that you provide full details of all referees including BUSINESS EMAIL ADDRESS, telephone contact details and postal address.

Be Part of Our Team...

Birmingham Community Healthcare NHS Foundation Trust (BCHC) has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people, parents and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehabilitation Centre and one of Europe’s leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to ‘Be Part of Our Team’ and work with a Foundation Trust which is continuously striving for better care and healthier communities, we want to hear from you.

Detailed job description and main responsibilities

Main Duties

• First point of contact for all service users and visitors to the clinic reception greeting in a professional and friendly manner and notify the appropriate person of individual’s arrival.
• Responsible for the management of clinics and waiting lists within their Specialty Management Group.
• Prepare and update clinical records for all patients booked within Dental Services ensuring that appropriate records such as referral letters are attached/scanned appropriately in accordance with Trust’s Policies and Procedures.
• Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
• To handle any face to face and telephone queries or complaints and escalate as and when necessary.
• Responsible for the management and booking of appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS) in accordance with Dental Services Standing Operational Procedures (SOPs).
• Responsible for contacting patients who have not attended their appointments in order to ascertain the reason why and re-book a new appointment, if appropriate.
• Responsible for carrying out any clinic changes/cancellations on the PAS system in accordance with Dental Services Standing Operating Procedures (SOPs).
• Booking and/or re-scheduling of both new and follow up appointments from the relevant waiting list and within the appropriate clinic rules and timescales.
• Supporting the Dental Services on national targets e.g. 18 week Referral to Treatment (RTT).
• Ensure patients are offered a choice of appointment in line with national guidance, wherever possible.
• Ensure that all patients’ outcomes are updated on the EDR at the end of each day.
• Liaise with transport and interpreting services when required and escalate any issues to the appropriate staff.
• Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity.
• Ensuring all referrals e-mail and letters are date-stamped and registered on PAS within 24 hours of receipt.
• Ensure all clinical and non-clinical correspondence is date stamped and pass to the appropriate staff member.
• Responsible for collecting missing demographics details from referrals and contacting the referring practitioners or patients directly.
• Ensure that all clinics slots are fully utilised to avoid wasted capacity.
• Ensure all short-notice rescheduling of appointments are entered onto PAS and followed up with a telephone confirmation.
• Ensure accurate data inputting of clinic activity onto PAS in line with Dental Services Standing Operating Procedures (SOPs).
• Liaise with clinicians regarding any queries with data quality.
• Ensure all activity forms are filed appropriately and within a timely manner.
• Provide general non-clinical information to patients and staff while maintaining confidentiality.
• Participate in the rotational tasks across Specialty Management Groups.
• Monitor and validate local waiting lists and bring patients appointments forward when possible.
• Actively contribute to the development and delivery of local Standard Operating Procedures (SOPs).
• To be involved in, and to undertake, in accordance with Data Protection Act and Caldicott Principles.
• Create clinical records for all new patients.
• Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy.
• Assist the Team Leaders with updating and archiving clinical records and patient administration systems following notification of death.
• General administrative tasks as required.
• Management of departmental e-mail account.
• Where identified, assist new employees or work experience placements with on the job training or shadowing for administration tasks related to the role.
• Post holder will follow the escalation policy to ensure that any issues with clinic times, waits, data inputting are raised with the Team Leader/Specialty Manager at all times.
• Using own initiative to complete duties and escalate when unable to do so.

Person specification

Experience

• Previous admin experience
• Previous experience of working with the general public
• Experience of working with a range of professionals

Qualifications

• GCSE/CSE level C or equivalent in Mathematics and English or equivalent administrative experience
• RSA 2 or equivalent experience in typing or word processing
• Level 3 NVQ in Business Administration or equivalent administrative experience.

Skills/Knowledge

• Excellent communication and organisational skills.
• Excellent keyboard skills.
• Evidence of extensive use of computer programmes; Outlook, Microsoft Office, Excel.
• Ability to work as a member of a team.
• Ability to use own initiative and prioritise workload.
• Ability to suggest and implement new procedures.
• Ability to follow tasks through to completion.
• Ability to work under pressure.
• Knowledge of information systems i.e. PAS, RiO.

Personal Qualities

• Able to work on own initiative and be self-motivated.

Disability Confident Employer and Guaranteed Interview Scheme

BCHC offers a guaranteed interview to any candidate who is Disabled, Neurodiverse, has a hidden or long term health condition as recognised under the Equality Act 2010, providing they meet the essential criteria of the job role, as set out in the person specification.

Equality, Diversity and Inclusion

Birmingham is a fantastic place to live and we serve a wide range of people and communities. BCHC are an advocate of diversity and strive to mirror the community we serve as much possible.

We are committed to and actively promote equality of opportunity for all staff and applications from individuals from all areas of the community who meet the specific criteria are encouraged.

Flexible Working

Birmingham Community Healthcare NHS Foundation Trust (BCHC) supports a variety of flexible working practices and will actively consider requests made and support these where practically possible.

Benefits of working for us:

• Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements.
• Attractive relocation payment if you relocate to the local area.
• Discounts for local and national retailers.
• Dedicated well-being services for all employees.
• Flexible working where possible.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974.

Application numbers

***This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested***

Birmingham Community Healthcare NHS Trust
3, Priestley Wharf
Holt Street
Birmingham Science Park
B7 4BN

Office hours: Monday to Friday: 8.30 am - 5.00 pm

Our patients and their carers and families are the reason we're here, so we want to hear your views about the Trust and our services.