Patient Administrator

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1.    Communication and Patient Liaison

•    Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.  

•    Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.  

•    Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.

•    Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.

•    To participate in the reception rota, checking patients in and completing end of day process

•    Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and ‘In-Basket’.

•    Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate. 

•    Sending no contact letters, ad hoc letters and other correspondence as directed by senior staff.

2.    Coordinating Patient Care

•    Responsible for booking of patient’s appointments, diagnostics and procedures, throughout their patient pathway.

•    Corresponding with patients, practices and internal staff. 

•    Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent non-attendances. 

•    Management of patient correspondence via text reminder services. 

•    Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team member. 

•    Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes. 

•    Responsible for checking onward orders on Epic system daily ensuring appointments are added within the required timescales, appropriately escalating if required. 

•    Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.

•    Process and register referrals, booking all outpatient appointments and procedures within Epic.

•    To organise additional services for patients as required, such as interpreters and transport

•    Collate required patient information at the request of clinical teams. 

3.    Supporting Clinical Teams

•    Monitoring of clinical staff inboxes and flagging of high priority correspondence. 

•    Monitoring of ‘InBasket’ function for internal correspondence. 

•    Monitoring relevant work queues relating to the service.
•    Booking patients in line with clinical diaries as per local processes. 

•    Attendance at meetings when required. 

4.    Data Management, Data Quality and Systems Responsibilities

•    Accessing information in Epic and accurately inputting data and editing entries as required. 

•    Record and capture patient information appropriately and in line with Standard Operating Procedures. 

•    Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor. 

•    Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue. 

•    Supporting data quality workstreams and work-queues where appropriate.

•    Analysing, collating and providing data to support management in service development projects

5.    Personal Development

•    Support national audits and collect data as required in relevant meetings, allowing the Trust to identify and improve treatment in patient cohorts. 

•    Identify and suggest improvements that can be made to the patient care pathway and/or the patient pathway tracking process.

•    Actively engage in appraisal process and in Continuous Professional Development opportunities in line with set objectives.

6.    General responsibilities

•    Carry out general office duties such as photocopying, scanning and filing.
 
•    Handle incoming and outgoing mail in a timely manner.

•    Ensure office protocols are adhered to, for example telephone answering times and voicemail or mailbox cover.

•    Ensure adequate stock levels are maintained, reporting low stock levels to the supervisor.

•    Report any faults with equipment or the environment to the relevant department promptly, and as appropriate. 

•    Work flexibly to cover all administrative areas as requested by the supervisor, including covering colleagues or periods of absence where appropriate and within the scope of capabilities. 

•    Assist volunteers in the department.

•    Assist with the induction and orientation of new staff in the department, showing colleagues how to complete tasks associated with the role.