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Manage any supplementary information required to support referrals.
Job responsibilitiesAdministration
- Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
- Responsible for taking receipt of patient referrals and inputting appropriate information into the electronic patient record
- Responsible for liaising with GPs regarding patient referrals both verbally and in writing
- Responsible for allocating patient referrals appropriately within services
- Manage any supplementary information required to support referrals
- Communicate clearly and concisely with clinical colleagues to ensure effective processing of referrals and patient information
- Responsible for answering referrers and patient queries in a polite and courteous manner and appropriately transferring any calls which cannot be answered
- Responsible for appointment management on electronic patient record system
- Responsible for providing accurate written confirmation of appointments to patients
- Responsible for taking receipt of new patient information and inputting appropriate information onto electronic patient record
- Administer processes to collate satisfaction feedback from patients and referrers
- Ensure divisional service needs are met through the delivery of a cohesive administration service
- Responsible for maintaining the integrity of patient data on electronic patient record including the creation and updating of records
- Deal with incoming/outgoing correspondence from both internal and external agencies efficiently and effectively
- To ensure all letters, memos and reports created by the team are on time and to a high standard of accuracy and follow Trust branding guidelines
- Participate in team meetings, including typing and distributing minutes, booking rooms and arranging refreshments
- Open and appropriately distribute or action incoming post
- Work with colleagues in the services to maintain accurate clinical diaries for appointment booking
- To create and maintain databases/spreadsheets, inputting information and ensuring that all information is accurately recorded
- Provide information to technical colleagues in the Division to help inform reports as required
- Maintain accurate electronic and paper- based departmental records, ensuring that documentation is easily accessible and archived appropriately
- Undertake audits and surveys as requested
- Work with computer software as required such as MS Office software
- Work with telephonic equipment and software used to support the Adult Referral Centre
- Support the Community Base Team with covering patient clinic receptions, when required. Providing excellent patient care.
Communication
- Responsible for answering and actioning calls coming into the base administration team within designated timeframes and in a professional manner.
- Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any queries which cannot be answered
- Work with colleagues to ensure service information provided to referrers and patients are correct and up to date
- Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information.
- Receiving and making telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible
Personal Attributes
- Work flexibly to meet service needs
- Provide cross-cover to colleagues when required
- Responsible for ensuring all deadlines are met and own workload is prioritised and reallocated accordingly to meet service need.
- Participate in team development events as required and support the development of the team
Other Responsibilities
- Adhere to legislation and Trust policy and procedure on patient confidentiality
- Undertake any necessary or mandatory training, study or qualification as required for the role
- To undertake such other duties, across Trust sites, as may be required from time to time which are consistent with the responsibilities of the grade.
- To promote a positive image of the Adult Referral Centre and the Trust
Job responsibilities
Administration
Communication
Personal Attributes
Other Responsibilities
Administration
- Take initiative in suggesting improvements to administrative process ensuring the process remains efficient and cost effective
- Responsible for taking receipt of patient referrals and inputting appropriate information into the electronic patient record
- Responsible for liaising with GPs regarding patient referrals both verbally and in writing
- Responsible for allocating patient referrals appropriately within services
- Manage any supplementary information required to support referrals
- Communicate clearly and concisely with clinical colleagues to ensure effective processing of referrals and patient information
- Responsible for answering referrers and patient queries in a polite and courteous manner and appropriately transferring any calls which cannot be answered
- Responsible for appointment management on electronic patient record system
- Responsible for providing accurate written confirmation of appointments to patients
- Responsible for taking receipt of new patient information and inputting appropriate information onto electronic patient record
- Administer processes to collate satisfaction feedback from patients and referrers
- Ensure divisional service needs are met through the delivery of a cohesive administration service
- Responsible for maintaining the integrity of patient data on electronic patient record including the creation and updating of records
- Deal with incoming/outgoing correspondence from both internal and external agencies efficiently and effectively
- To ensure all letters, memos and reports created by the team are on time and to a high standard of accuracy and follow Trust branding guidelines
- Participate in team meetings, including typing and distributing minutes, booking rooms and arranging refreshments
- Open and appropriately distribute or action incoming post
- Work with colleagues in the services to maintain accurate clinical diaries for appointment booking
- To create and maintain databases/spreadsheets, inputting information and ensuring that all information is accurately recorded
- Provide information to technical colleagues in the Division to help inform reports as required
- Maintain accurate electronic and paper- based departmental records, ensuring that documentation is easily accessible and archived appropriately
- Undertake audits and surveys as requested
- Work with computer software as required such as MS Office software
- Work with telephonic equipment and software used to support the Adult Referral Centre
- Support the Community Base Team with covering patient clinic receptions, when required. Providing excellent patient care.
Communication
- Responsible for answering and actioning calls coming into the base administration team within designated timeframes and in a professional manner.
- Responsible for answering patient queries in a polite and courteous manner and appropriately transferring any queries which cannot be answered
- Work with colleagues to ensure service information provided to referrers and patients are correct and up to date
- Appropriately escalate any patient or referrer complaints/incidents that come into the team, in a courteous, effective and efficient manner respecting the confidential nature of such information.
- Receiving and making telephone calls in a professional and courteous manner, ensuring as much information, guidance and help is given as is possible
Personal Attributes
- Work flexibly to meet service needs
- Provide cross-cover to colleagues when required
- Responsible for ensuring all deadlines are met and own workload is prioritised and reallocated accordingly to meet service need.
- Participate in team development events as required and support the development of the team
Other Responsibilities
- Adhere to legislation and Trust policy and procedure on patient confidentiality
- Undertake any necessary or mandatory training, study or qualification as required for the role
- To undertake such other duties, across Trust sites, as may be required from time to time which are consistent with the responsibilities of the grade.
- To promote a positive image of the Adult Referral Centre and the Trust
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Useful skills for a Patient Services Administrator - Surrey Downs H&C:
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To work as a Patient Services Administrator in the UK, you will need a combination of administrative, interpersonal, and technical skills. Here are some key skills and qualifications typically required for this role:
Administrative Skills:
1. Organizational Skills: Ability to manage multiple tasks efficiently and maintain accurate records.
2. Attention to Detail: Precision in data entry and documentation to ensure patient information is correct.
3. Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
Communication Skills:
1. Verbal Communication: Strong ability to communicate clearly and compassionately with patients, families, and healthcare professionals.
2. Written Communication: Proficient in writing clear and concise emails, reports, and patient correspondence.
3. Interpersonal Skills: Ability to build rapport and empathize with patients, showing understanding and patience.
Technical Skills:
1. IT Proficiency: Competence in using electronic health record (EHR) systems, Microsoft Office (particularly Word and Excel), and scheduling software.
2. Data Entry: Skills in accurately inputting and managing patient data.
Customer Service Skills:
1. Problem-Solving: Ability to address patient inquiries and resolve issues effectively and sensitively.
2. Conflict Resolution: Skills to handle complaints and difficult situations professionally.
Knowledge and Qualifications:
1. Understanding of Healthcare Systems: Knowledge of how the NHS functions and the relevant policies and regulations.
2. Medical Terminology: Familiarity with medical language and terminology can be beneficial.
3. Educational Qualifications: While not always mandatory, having a background in healthcare administration or a related field can be advantageous.
Teamwork and Adaptability:
1. Team Collaboration: Ability to work well with others in a healthcare setting, fostering a team-oriented environment.
2. Adaptability: Flexibility to adapt to changing roles and responsibilities, as healthcare environments can be unpredictable.
Professionalism:
1. Confidentiality: Understanding the importance of maintaining patient confidentiality in accordance with legal and ethical standards.
2. Responsibility: Taking ownership of assigned tasks and being accountable for outcomes.
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