PHL have an exciting opportunity for a Service Administrator to join the team on a full-time basis working within our Primary Care Team in Innovation Centre Blackburn.
As a Service Administrator you will work as part of a central team to provide the administrative support for Community Dermatology services across Greater Manchester.
The role will include answering patient telephone queries, coordinating internal waiting lists, clinic bookings, and assigning patient results and investigations
Key Responsibilities:
- Receive, review and process patient referrals into the service using the Electronic Referral System (ERS) and SystmOne, ensuring information is accurate and actioned promptly.
- Effective use of an online telephony system, answering a high-volume of inbound calls and making outbound calls, delivering an excellent standard of customer service and patient care.
- Actively work to support the reduction of the Did Not Attend (DNA) rate, ensuring patients receive appointment letters, confirmation texts, and reminder calls for their upcoming appointments.
- Ensuring completeness of patient records by accurately attaching all patient documentation to allow for a smooth appointment running.
- Follow agreed booking processes to support consistent and high-quality patient access to services, including filling short-notice cancellations and monitoring daily activity to support compliance with agreed waiting time limits.
- Ensure clinical and reception teams have timely access to accurate clinic lists.
- Respond to and action patient-related enquiries from clinical staff professionally and efficiently, including in time-pressured situations.
- Receive patient investigation results and direct them promptly to the appropriate member of clinical staff, ensuring no delay to patient pathways.
- Manage frequent enquiries from patients and healthcare professionals, including GPs, consultant specialists and nurses, responding appropriately or escalating to clinical or managerial colleagues when required.
- Communicate effectively with colleagues, patients, carers and external stakeholders via various communication channels.
- Produce accurate and comprehensive minutes for team meetings, ensuring key discussions, decisions and actions are clearly recorded.
Skills and experience:
- Previous administrative experience in a fast-paced healthcare or customer service environment.
- Experience of handling a high volume of inbound and outbound telephone calls in a professional manner.
- Experience of accurately entering, checking and maintaining information on electronic systems or databases.
- Understanding of confidentiality, data protection and the importance of accurate patient records.
- Excellent verbal and written communication skills, with the ability to communicate clearly and professionally with patients, carers, colleagues and healthcare professionals.
- Strong customer service skills and a caring, patient-focused approach when handling enquiries.
- Ability to work accurately and efficiently when processing referrals, patient records, clinic information and investigation results.
- Confident use of telephony and digital systems to support patient administration and service delivery.
- Ability to work effectively as part of a team and build positive working relationships.
- High attention to detail and commitment to maintaining
Pay: £24,784.50 per year
Work Location: In person
