Assistant Patient Administrator - Outpatients x2
NOTE: Previous Applicants need not apply
West Middlesex University Hospital
We are looking for a friendly, self-motivated and confident person who has experience of providing a high level standard of customer care. The post holder will provide a comprehensive patient focused reception service working in our Outpatient department.
If you enjoy working in a very busy and demanding environment this could be your opportunity to make a real difference to the service that we provide to our local community, always keeping the patient at the centre of everything that we do.
The successful candidate must have previous reception experience and have excellent communication and customer service skills.
Working Hours are between 9am-5pm Monday - Friday
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by supporting and welcoming patients into services in a way that meets their individual needs. The Assistant Patient Administrator will also provide administrative support to a team liaising between patients, doctors, practitioners and other healthcare professionals. The staff member will work consistently to provide high quality customer service and will be professional at all times. The post holder will be required to work in one of the following areas, providing cross cover where
necessary:
Outpatient Clinic Offices
Wards
Central Outpatients Booking Team
Reception
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
Reception
Provide a customer focused reception service for all patients and visitors attending the area dealing with all patients or visitors in an efficient, polite and courteous manner dealing with all patients’ queries where possible and directing them accordingly
Ensure the reception areas are always manned
Interact with patients and relatives in a sensitive and empathetic manner
Process all follow up appointments as patients leave the department in line guidelines, escalating any capacity concerns.
Record appointments agreed in community settings on the system within 24 working hours
Assist patients to locate their relatives who are current inpatients
Assist patients to use the electronic check in service updating demographics where necessary
Clinical Office:
Match correspondence typed by the managed transcription service is matched with correct patient and clinician; make any amendments, dispatched and file in medical record.
Make appointments, ensuring patients are sent letters of confirmation when appointments are not made face to face
Process all referrals into the department using local booking guidelines, following up with referrers where there is missing information as required
Print all self-referral forms after checking all appropriate information is on the request liaising with the patient if needed.
Provide any advice to patients upon booking-in, in preparation for their appointment
Use the case note record tracking (CRT) system to electronically register / move / transfer / locate medical case notes
Report to manager and clinicians on quality issues from transcription service, standards of dictation etc.
File all relevant documentation, correspondence and reports in the patient records
Return medical records to records library using CRT
Cover reception when required
Assisting patients to use the electronic check in service where appropriate and updating demographics where necessary.
Book patients into clinics on the day where appropriate
Process all follow up appointments as patients leave the department in line with 18week and local booking procedures
Check all demographic details either at check in or as patient is booking their follow up and update PAS accordingly
Manage and action clinics in a timely manner using Trust’s PAS including DNAs and discharges.
Provide patients with any required documentation, information leaflets, directions etc
