Patient Access Administrator

Job Overview

We are looking for a self motivated individual who is both flexible and versatile in their approach to work to join our excellent and friendly admin team. You must be able to work well under pressure and in challenging conditions. You will be a strong team player with good interpersonal skills who can also work without close supervision. You will possess a positive attitude and be constructive toward change.

You must have excellent keyboard skills, adaptability and a capacity for processing information quickly and accurately. You must also be willing to show a commitment to the ever changing demands of the NHS.

The post involves constant communication with the Patient Access Manager, patients, radiographers, radiologists and colleagues to maintain an efficient and smooth running appointment booking service. You will need to be very organised, professional and assertive.

You will be responsible for booking patient appointments, discussing procedures and preparations, maintaining accurate data entry on the radiology computer system and patient administration system, and answering and fielding phone calls from patients and staff.

Main Duties

Role Summary

The Patient Access Administrator is responsible for providing an efficient and high quality appointment, reception and administration service within the Imaging and Nuclear Medicine Department. You must utilise excellent time management, organisational and communication skills and an adaptable, flexible approach to produce work of a high standard within expected targets.

• Answer complex enquiries on the telephone from people who may have varying levels of ability to understand or whose first language is not English.
• Provide and receive complicated and sensitive information, giving explanations and instructions clearly and concisely where barriers to communication may exist, including challenging behaviour, learning disability and recent bereavement.
• Use empathy, tact and diplomacy in dealing with staff members or patients who may be hostile or antagonistic.
• Answer internal and external telephone enquiries efficiently, from other staff, other departments, patients/relatives, GPs and other hospitals.
• Ensure accurate input of patient and referral details when registering on the Radiology Information System (CRIS); interpret medical terminology, anatomical and physiological terms, and code the form accordingly, requiring high levels of concentration.
• Ensure the referral form is scanned on the appropriate patient entry on CRIS.
• Ensure accurate input of patient details when registering on the Patient Administration System (Careflow).
• Organise and prioritise own workload to ensure all problems and queries are dealt with quickly and efficiently in a pleasant and courteous manner.
• Support the Patient Access Manager with induction and orientation of new staff. Provide training in departmental procedures and give daily supervision as required. Offer support and advice to inspire confidence.
• Support the Service Improvement programme, including QSI (Quality Standard for Imaging), by taking active participation in data collection, process mapping and meetings as required. Regularly review the service to ensure it is both appropriate and of high quality. Adopt and implement agreed service development in line with Directorate and Trust objectives.
• Work in close conjunction with the Patient Access Manager to review working practices, identify and propose new improved ways of working and find solutions to problems.
• Monitor and maintain appropriate levels of stationery, informing the Patient Access Manager of any potential problems in a timely manner.
• Ensure confidentiality is maintained at all times and adherence to Caldicott and the Data Protection Act. Full accurate records of relevant information are documented.
• Any other duties commensurate with the grade of this post, including adherence to appropriate Trust policies.
• Using specialised knowledge of radiographic procedures and systems, schedule and book appointments on CRIS and distribute examination literature to patients for all imaging modalities (Computerised Tomography, Magnetic Resonance Imaging, Ultrasound, fluoroscopy, plain film). You must consider at all times any specific requirements that the patient may have and adjust the preparation accordingly.
• Maintain and monitor an accurate electronic three tier system (request, waiting and partial booking) so that appointments are made in line with priority and local targets.
• Advise the Patient Access Manager or Admin Team Leaders if there are any problems with waiting times and booking patient appointments within local targets.
• Have the ability to exchange information regarding appointments and procedures when dealing with telephone enquiries from patients and staff. Use specific knowledge of the procedures and preparations to clearly and concisely explain them. Have the appropriate information to explain waiting list times.

Person Specification Experience

• At least 5 GCSEs (A-C) or equivalent, including English and Maths.
• Experience in a customer service role.
• Educated to at least NVQ Level 3 or equivalent qualification, for example an admin and clerical qualification or equivalent level.
• Experience within an NHS administration role.
• Able to work in a pressurised environment.

Equality, Diversity & Inclusion

• Evidence of having championed diversity in previous roles (as appropriate to role).
• Evidence of having undertaken own development to improve understanding of equalities issues.

Visa and Immigration

This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. Applicants must therefore already have the right to work in the UK. If you are applying using a Graduate visa as your right to work, you must have a minimum of 18 months remaining on your visa at the time of application.