Senior Administrator

Senior Administrator - I&D - Reference -

Role Information:

Here at OneWelbeck we are committed to empowering our teams, bringing together outstanding people, and doing work that matters in an inclusive environment. We believe a healthy working culture starts at the top and our workplace culture is the translation of our organisation’s values. Work as part of a team ensuring compliance to OneWelbeck Imaging and Diagnostics Terms & Conditions. Acting as a key first impression and advocate of OneWelbeck Imaging & Diagnostics, anticipating and responding to clients, clinicians and staff requirements, managing these efficiently and in a professional manner. Play a key role in ensuring a smooth and efficient pathway administration for patients throughout their journey from the point of referral to the point of discharge. Contribute to a patient focused service of the highest quality under the supervision of the Admin lead and Business Manager

    Job Summary:

     

     

    ·     Develop our Centre excellence work with the Business Manager and Admin lead to implement initiatives to improve 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 Admin Lead and Business Manager, trial 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; evaluate performance and develop action plans for improvement. Commit to working in a culture of continuous improvement that focusses on quality and patient satisfaction.

     

     

    Key Results Areas/Main Duties and Responsibilities:  

     

     

    • To help facilitate a smooth patient care journey through the centre efficiently with a patient centred approach and the highest levels of service at all times
    • Proactively engage the team on daily duties and ensure delegated tasks are completed

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

    • Answering calls, emails, queries and all administrative duties, including IEP requests, CIMAR uploads and other imaging transfer and upload requests within the department
    • Responsible in achieving the KPI target for call answering and other tasks requested by the Centre
    • Be the point of call for admin related duties in the absence of the Admin lead
    • Escalating complaints, concerns and incidence reporting as necessary and recording on RADAR, including compliments

    ·       Working with consultants, PA’s and all stakeholders and providing 5* star customer service

    • Enhance centre reputation by accomplishing new and different requests; exploring opportunities to add value to role and exceed expectations at every point of patient contact

    ·       Be considerate and work respectfully with all team members, ensuring that clear communication and effective working relations are maintained

    ·       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

    ·       Ensure that patient confidentiality is maintained in respect of personal information in accordance with OneWelbeck policies and statutory legislation

    • Work closely and in tune with the Admin lead to ensure the patient's administrative service is appropriately covered in response to service needs
    • Responsible for creating SOP’s, setting up, documenting and implementing processes
    • To understand and perform patient billing, payments and onward patient care
    • To assist and cover the front-of-house duties and any other Ad-Hoc duties as and when required
    • Training new starters on all areas covered within the admin department. Reporting back to the Admin lead on progress

    ·       To work effectively under pressure

    • Take responsibility for own actions

     

    Quality Care & Governance:

     

    ·       To be part of the governance schedule at OneWelbeck Imaging and Diagnostics

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

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

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

    ·       To undertake 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 Imaging and Diagnostics 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 and refer where necessary to the appropriate department

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

          TO APPLY FOR THE ROLE: 

          CVs can be sent directly to me @ nabeeha.shahab@onewelbeck.com