Bank Outpatients Administrator - Royal Brompton Hospital
Closed for applications on: 24-Sept-2022 00:00
Vacancy status: Closed
Closed for applications on: 24-Sept-2022 00:00
Key details
Location
- Site
- Royal Brompton Hospital
- Address
- Fulham Road
- Town
- London
- Postcode
- SW3 6NP
- Major / Minor Region
- London
Contract type & working pattern
- Contract
- Bank
- Hours
- Full time - 37.5 hours per week (08:30 - 1630; 09:00 - 17:00; 10:00 - 18:00 and 12:00 - 20:00)
Salary
- Salary
- £11.31 per hour
- Salary period
- Hourly
- Grade
- (Band 3)
Specialty
- Main area
- Lung, Heart and Critical Care
- Interview date
- 04/11/2022
Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.
Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.
Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions.
Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients.
In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research.
We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit.
Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.
The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.
We have one of the most ambitious capital investment programmes anywhere in the NHS.
Job overview
The Outpatient Services Administrator supports the Outpatient Service in delivering the highest standard in patient administration.
The post holder will be responsible for demonstrating the Trusts core values whether providing an outpatient reception service, appointment telephone service or liaising with colleagues across departments to ease patient pathways in outpatient clinic sessions. The post holder will be responsible for ensuring that all new appointments are booked within internal milestones with tests coordinated (imaging etc) and pre-booked to achieve 2 Week Wait (2WW) Cancer and 18-Week Referral to Treatment (RTT) targets.
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Communication
• Ensure that the telephone line to the Appointments Contact Centre is responded to meeting
all contact centre SLA’s ensuring that calls are dealt with efficiently and to high
communication standards.
• Ensure all calls are responded to by applying the Trust contact centre script as part of the
organisation’s patient experience objectives and as an extension of our core behaviours and
values.
• Support the registration, referral approval and booking processes in accordance with SLA’s,
Trust Patient Access policy and national targets.
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• Ensure all new bookings have had tests coordinated to support a rapid clinical outcome to
support delivery of national targets.
• Adherence to the Trusts Data Quality (DQ) standards, NHS number compliance and ensuring
accurate patient and GP demographic data is recorded in Trust systems accurately to support
income generation.
• Support centralised referral management and ensure all referrals are registered and sent for
approval within SLA’s.
• Report to senior staff any complaints arising within the department and ensure that this is
recorded in DATIX.
• Provide a welcoming service to all patients and initiating a DQ check for patient and GP
demographic data to ensure that it remains up to date ahead of any consultation
• Ensuring that the service robustly informs patients if there is a known delay to the clinic and
the reason for it at the point of the patient arriving in clinic
Working for our organisation
Outpatient Services at the Brompton Hospital welcomes approximately 90,000 patients each year. We are a specialist Heart and Lung Trust offering services across a number of sites at the Brompton Hospital campus.
Patients experience a high standard in clinical care and the Outpatient Service aims to match that same sustained excellence administratively. We have a number of areas within the Brompton campus where outpatient services are delivered.
Ambulatory care is an area of growth and there are exciting developments in this area. Outpatient Services has also recently begun communicating patient appointments via digital messaging which has enabled the service to win a sustainability award as well achieve our aim to be lean. We are currently focused on innovating, driving solutions that enable the Trust to continue to deliver a high standard clinical and administrative care.
An opportunity has arisen in Outpatient Services for a Bank Outpatient Administrator (Band 3). The ideal candidate will possess a keen eye for detail, accustomed to delivering a high standard in productivity, efficiency, organisation, communication (written and oral) and good computer skills. Working in a patient centred service it is an expectation that candidates have the necessary attributes to deliver a positive patient experience.
There are also other various bank administrative roles ongoing, should you wish to be registered on the Trust's Bank staff.
Detailed job description and main responsibilities
Resource Management
Production of electronic patient records in advance of every outpatient episode in accordance with SLA’s complete with information/assessment, patient and GP demographic sheets included.
Prepare new patient information packs.
Assist in the control and maintenance of stationery supplies advising senior staff of any potential shortages.
Information Management
Cross reference and maintain up to date patient and GP demographic details ahead of every outpatient in accordance with SLA’s and DQ standards in Trusts systems.
Production of the most up to date outpatient clinic sessions lists and ensuring these are distributed across the team in the designated outpatient area.
Ensuring that all outpatient and RTT outcomes are recording in Trust systems in accordance with DQ standards.
Ensure that patients arrived, seen and left times including outcome are recorded in Trust Systems.
Input registration forms and consent data before the commencement of the outpatient consultation.
Maintenance of data input procedures and local archiving processes in accordance with DQ standards.
Ensure DNA’S are reviewed as they occur to ensure that the clinical teams provide a discharge or re-appoint instruction in accordance with the Trust Patient Access policy.
Applicant requirements
Person specification
Customer Service
Essential criteria
- Customer Service Background
- Verbally convey in an organised structure complex information
Desirable criteria
- Customer Service NVQ Level 3
- An understanding of the internal milestones that support NHS Targets
- Convey in an organised structure complex information in writing
Further details / informal visits contact
- Name
- Maryam Rehman
- Job title
- Recruitment Advisor
- Email address
- [email protected]
- Additional information
Human Resources Department
Royal Brompton Hospital
Fulham Road
London
SW6 3HP
No longer accepting applications
Sorry, this vacancy is no longer accepting applications.
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