Patient Administrator

Job Summary:

·       Develop our Centre excellence work with the nurse coordinator to implement initiatives to improve the patient experience.

·       Patient care and Customer Service – provide a broad range of administrative functions and utilizing relevant IT systems to support the delivery of a high-quality patient service

·       Training & development: exposure to opportunities to continually develop your knowledge.

·       Drive innovation: under the guidance of the deputy Centre Director and adopt new processes and innovations to improve outcomes, patient experience or efficiency.

·       Quality assurance & performance improvement: ensuring the Centre’s activities and records adhere to regulatory requirements; evaluating performance and developing action plans for improvement. Commit to working in a culture of continuous improvement that focuses on quality and patient satisfaction.

Key Results Areas/Main Duties and Responsibilities:  

·       To create a positive first and lasting impression by offering our visitors and patients a warm and professional welcome

·       To have a flexible approach to working patterns to meet the continuing needs of the service.

• Answering calls, emails, queries and all administrative duties, upload requests within the department.
• Sending reports in a timely and effective manner and dealing with urgent clinician, PA and patient requests
• Escalating complaints, concerns and incident reporting as necessary and recording on RADAR, including compliments
• Liaise with consultants, secretaries, radiographers and patient administration staff regarding patient information and appointment scheduling.
• Maintain accurate and complete records of patient details in line with the agreed processes within OneWelbeck

·       Be committed to working flexibly within a dynamic environment, responding to the changing needs of the service.

·       Communicating in a friendly, helpful, and non-prejudicial manner in your dealing with staff, clients and/or patients as you will be regarded as a representative of the staff and department.

• Ensure that patient confidentiality is maintained with respect to personal information in accordance with OneWelbeck policies and statutory legislation.
• To assist and cover the front-of-house duties and any other Ad-Hoc duties as and when required.
• Undertake daily, weekly, and monthly checks and audits as they relate to administrative tasks, billing, collections, and Centre policies.

·       To work effectively under pressure

·       Managing transactions; including raising invoices and taking payments. Following processes for cash, cheque, and debit/credit card receipts.

·       Be proactive regarding problem-solving and implementation of new ways of working to improve the patient experience and efficiency of service.

·       Serves and protects the healthcare community by adhering to professional standards, policies, and procedures.

·       Help implement new ways of working to improve the private patient experience and efficiency of service.

Quality Care & Governance:

·       To be part of the governance schedule at OneWelbeck Women’s and Men’s Health

·       To establish and maintain close and harmonious relationships with all staff to ensure an effective exchange of information.

·       To communicate complex information to patients, relatives and other care workers where persuasive or reassurance skills are required.

·       To communicate with all colleagues, managers, Medical and support staff within the Department.

·       To effectively communicate with all patients including stressed and distressed patients who are undergoing complicated procedures which are frightening and uncomfortable.

·       To advance level of skills and knowledge in line with the expectations and requirements of the department.

·       To demonstrate an ability to reflect on practice and keep abreast of developments in women’s and men’s health procedures and maintain a professional portfolio of continuing professional development.

·       To undertake professional audits as necessary, and to present outcomes at audit meetings.

·       Apply and promote the wider safeguarding agenda in relation to vulnerable adults and children

·       Attend meetings within and external to Women’s and Men’s Health as delegated by Senior Leadership group.

·       Communicate at all levels by utilising a wide range of communication techniques (verbal, non-verbal, written, electronic etc.).

·       Manage, defuse, and respond appropriately with verbal complaints and situations of conflict and aggression through knowledge, training, experience, and escalation.

·       Adhere to all General data protection regulations GDPR.

·       To deal with initial complaints from patients, carers or other professionals

·       To observe the Centre’s policy for reporting incidents in a timely manner

·       To produce and implement action plans because of incidents.

Values & Behaviours:

·       Demonstrable commitment to and focus on quality, promotes high standards to consistently improve patient outcomes. 

·       Demonstrable skill to work together to serve our customers through delivering safe and excellent clinical care.

·       Value diversity and difference, operates with integrity and openness. 

·       Treating others with compassion, empathy and respect.

·       Share information openly and effectively with patients, staff and relatives.

·       Works across boundaries, looks for collective success, listens, involves, respects and learns from the contribution of others. 

·       Uses evidence to make improvements, increase efficiencies and seeks out innovation.

·       Actively develops themselves and others.

Additional Information

This job description is designed to assist post holders with understanding what is expected of them in their role. One Welbeck Women’s and Men’s Health may ask them to undertake other duties, as required, which are not necessarily specified on the job description but which are commensurate with the grade of the post.

The job description itself may be amended from time to time in consultation with the post holder, within the scope and general level of responsibility attached to the post.

All post holders must take responsibility to ensure that they are aware of and adhere to all Centre policies, procedures and guidelines relating to their employment regardless of their position within the Centre.

Infection Prevention & Control:

All One Welbeck Women’s and Men’s Health employees have a duty to co-operate with and implement Business policies and procedures in preventing and controlling infection. This includes co-operation with colleagues and contractors also involved in the provision of healthcare so far as is necessary to enable the Business to meet its obligations under the Health and Social Care Act 2008.

Safeguarding:

One Welbeck Women’s and Men’s Health is committed to safeguarding and promoting the welfare of patients at risk and expects all staff and volunteers to share this commitment and ensure they work in accordance with the Welbeck Health Partners Adult at Risks Policies and Procedures.

Staff should ensure that they remain up to date with safeguarding training requirements and know how to report safeguarding concerns or allegations against staff and should follow safeguarding policy and procedures and the allegations against staff policy.

Confidentiality:

Maintain confidentiality in relation to personal data held for colleagues and patients, ensuring that it is processed lawfully; for no purpose other than that for which it was obtained; is relevant to that purpose; is retained for no longer than is necessary; is processed in accordance with the rights of the subject to access and accuracy; and is protected from accidental loss or damage in accordance with the requirements of the Data Protection Act (as amended), and records management guidance.

Maintain confidentiality of patient-identifiable personal data using a non-identifiable alternative, where practicable, and limiting access on a strictly need to know basis in accordance with the responsibilities of the Business’s Caldicott Guardian.

Risk:

Accept personal responsibility for contributing to the One Women’s and Men’s Health management of risk, including the reasonable avoidance of any action which would knowingly cause unacceptable risk to self, others, or to the Business.

As far as is reasonably practicable attempt to prevent other people from undertaking tasks or actions which would knowingly cause risks to self, others, or to the Business, in accordance with the Business policy and training.

Identify and report actual or potential hazards/ risks in the work environment in accordance with Business policies and take immediate action to minimise risks where it is reasonably practicable to do so.

Identify and report to the appropriate authority incidents of risk, neglect, abuse or endangerment to vulnerable adults and children.

Follow Welbeck Health Partners policy on use of Personal Protective Equipment e.g., Masks, Gloves, Visors etc.

Awareness of and compliance with Health and Safety Regulations.

Equality & Diversity:  

The Business recognises the benefits of a diverse workforce reflective of the communities that we serve and is committed to equal opportunities in employment with a devotion to eliminate all forms of unlawful discrimination.  The Business aims to promote equality of opportunity and good relations between staff and patients (including volunteers, contractors and bank staff).  All individuals have a duty to adhere to the Business Diversity and Equality Opportunity policy and an individual responsibility towards the application and understanding of the Equality Act 2010.  Inequitable behaviour will not be tolerated, and every person has a responsibility to highlight discriminatory practice.

Health and Safety at work:

In addition to the Business responsibilities under the Health and Safety legislation, you are reminded of your responsibilities for health and safety at work under the Health and Safety at Work Act 1974 (as amended) and associated legislation. These include the duty to take reasonable care of the health and safety of yourself and others in your work activities and to co-operate with your employer in the discharge of its statutory duties. You must adhere strictly to the Business policies and procedures on health and safety and report all accidents, dangerous occurrences, unsafe practices or damage to your manager promptly using the Business incident reporting system. You must make use of appropriate training, safety equipment, protective clothing and footwear and attend training. Failure to comply with these requirements may result in disciplinary action.

DIsclosure and Barring Service (DBS)

If the post you are undertaking requires you to complete a DBS disclosure, this will be managed and processed in line with the DBS Policy, and you will be required to sign up and maintain your subscription to the DBS Update Service.