Outpatients Administrator - UHLinLondoninLondonPUBLISHED SAT 15 MAR 2025

Job Summary

We are seeking highly motivated individuals to join our friendly Outpatient administration team to deliver first-class customer service to patients to provide a comprehensive administrative service working flexibly on rotation incorporating the Outpatients Booking Office, Call Centre and Reception areas forming a solid foundation to support the Outpatients departments, across Lewisham Hospital, Queen Elizabeth Hospital and Bexleyheath and Greenwich Community sites.

The post holder will be one of a team providing an excellent customer and administration service, delivering smooth, safe and high quality care to enable the trust to achieve key targets.

In return for your dedication and hard work, we offer well-established, structured mentoring and staff development packages to support you in your role.

To be successful in the role you will need the following attributes and experience:

You must be customer focussed, with excellent customer service skills

You must have a positive attitude and work well within a team

You must be reliable and have excellent time keeping

You must enjoy speaking to people on the telephone and face to face

You must be able to demonstrate efficient organisational skills

You must be IT literate.

You must be energetic and hard working and flexible to support the team and the services.

Working hours will be on a rota basis Monday to Friday.

We reserve the right to close the post before the stated closing date. Please apply early.

Main duties of the job

To provide a comprehensive administrative service working flexibly on rotation incorporating the Outpatients Booking Office, Call Centre and Reception areas forming a solid foundation to support the Outpatients departments, across Lewisham Hospital, Queen Elizabeth Hospital and Bexleyheath and Greenwich Community sites. The post holder will be one of a team providing an excellent customer and administration service, delivering smooth, safe and high quality care to enable the trust to achieve key targets.

The post holder is expected to establish and maintain positive interpersonal relationships with other staff members in line with our Trust values, characterised by respect, compassion, inclusion and open, honest communication.

About Us

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

• Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
• Widening access (anchor institution) and employability
• Improving the experience of staff with disability
• Improving the EDI literacy and confidence of trust staff through training and development
• Making equalities mainstream
  
  

Date posted

13 March 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,to £25,674 a year Per annum plus HCA

Contract

Permanent

Working pattern

Full-time

Reference number

197-UT5998

Job locations

Lewisham Hospital, Queen Elizabeth and Community

Lewisham and Greenwich Trust

Lewisham

SE13 6LH

Job Description

Job responsibilities

Main Duties And Responsibilities

• To assist in any administrational duties required to ensure a full outpatient service is provided in the Outpatient reception, Outpatient Call centre and the Booking Teams.
• To be flexible to a wide range of duties and appropriate tasks on rotation as designated by the Outpatients Supervisor in order to ensure the smooth running of the department. Including covering for colleagues in times of sickness/absence and high workloads
• Greet patients and visitors in a pleasant and professional manner, providing a courteous reception service.
• Excellent communication skills and ability to deal with queries from patients, relatives and carers. To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints. To regularly deal with patients either face to face or via telephone or email who may be emotional or challenging.
• Liaison with staff both within and outside of the department, GP surgeries and other healthcare professionals on any matters relating to patient referrals/queries
• Answer all telephone calls into the department promptly in line with the Outpatient Call centre KPIs, speaking to our patients and callers with respect and courtesy, be positive and helpful in providing excellent service and assistance.
• To participate in call reviews and call monitoring to achieve department KPIs.
• To monitor and action all incoming emails to generic outpatient team inboxes.
  
  

Ensure all patient demographics are captured accurately and any changes updated on the Trust PAS when notified.

To manage new referrals and outpatient appointment waiting lists in line with RTT national targets.

To receive and respond to appointment requests. Booking, cancelling, and rescheduling all new and follow up outpatient appointments in line with the Access Policy and agreed clinic booking rules via the Trusts PAS systems.

Liaise with relevant specialty service managers and teams to escalate capacity, waiting list and service issues that require urgent action.

To check patients in and out of their appointments in real time via the Trusts PAS systems. Complete the checking out process, recording the appropriate outcome and 18-week RTT status documented on the outcome form and booking any respective appointments, ensuring all clinics are cashed up at the end of each day.

To liaise with clinicians and services where outcomes are incomplete or missing.

To check case note availability prior to clinic, escalating to the appropriate teams for missing records.

• To keep patients informed of any delays in outpatient c