Patient Administrator

WHO ARE WE?

Who are we? Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We aim to change lives through better sight and eye health.

We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We have significant growth plans over the next few years as we look to establish a national footprint and open many new sites across the UK.

We are thrilled to say that following an independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work®. This is a global benchmark that recognises employers who create an outstanding employee experience.

ROLE SUMMARY

As Patient Administrator you would be responsible for ensuring that clinics are set up, that patient appointments are fully utilised and that appointment outcomes are recorded and filed.  You will be managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedica’s electronic patient record is up-to-date.

Patient Administrators are also the central point of contact for all telephone queries from both patients and clinic staff.

Our coordinators will have a friendly and accessible personal manner, and be able to deliver an effective administrative service to the clinic. They will be able to work within small teams to maintain and enhance processes to maximise quality and efficiency. Newmedica has developed a strong relationship with the local CCG and the local Trust.  

They will work without direct supervision whilst maintaining an efficient professional manner assisting in the booking of appointments in a timely manner as per the correct pathways; ensure operational and clinical governance protocols are maintained; healthcare and risk management standards are met whilst supporting the service and driving forward efficiency improvements.

Full training will be provided for this role

What we’re offering  

• 25 days annual leave plus bank holidays   
• £26,500 annual salary
• A company pension scheme   
• Opportunities to develop and grow within the business
• Access to a range of benefits including free eye tests, discounted or free glasses, and a retail/technology discount scheme.   

• An environment where your learning and development is supported through a range of various learning tools and courses.   
• Working with a friendly multi-disciplinary team passionate about improving the lives of our patients    
• Free food/snacks trolley
• Monthly governance day with lunch provided
• A free 24/7 well-being/counselling/advice service
• A bright, spacious and modern working environment, built to the highest standards 
• Cycle to work scheme 
• Monthly Gift voucher rewards

KEY RESPONSIBILITIES

• To manage the set up and utilisation of clinic diaries.
• To book patient appointments, ensuring that clinics are full.
• To make reminder calls/texts to patients before their appointment is due and post op calls following surgery appointments.
• Ensure that all clinic correspondence is sent out. Printing and franking letters. Emailing outcome letters to GPs and Optometrists.
• To act as the central point of contact for all telephone enquiries from patients and clinic staff, resolving or escalating issues as appropriate.
• Maintaining a positive relationship with internal or external staff at every interaction.
• Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.
• Action all clinic cancellations accordingly as instructed. Take responsibility for reinstating clinics as necessary and rebooking all patients.
• Coordinate the daily, weekly and monthly clinic schedules. Manage capacity and demand to achieve target utilisation whilst analysing and monitoring clinic activity. Identify any under or over capacity and escalate to the Service Lead.
• Review waiting times and action accordingly. Have autonomy to identify if additional clinics are required to reduce wait times and escalate this to the Service Lead. In contrast, identify and escalate to Service Lead where there may be too much capacity and where clinics may no longer be required.
• Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits. Take consideration of fluctuating DNA rates and cancellations.
• Book follow-up appointments on to appropriate clinics, wherever possible before patient leaves the department. Be aware of patients ‘to be booked’ and manage this list appropriately with consideration of Referral Treatment Times (RTT) and patients due 4 weeks ahead. Consider whether adequate capacity is open to meet this demand.
• Book new and follow up appointment for outpatients and theatre giving patients choice but also adhering to clinical team requirements e.g. correct clinic, length of time for follow up.
• To raise awareness and liaise with Referral Management Team.
• To keep OPERA and NOD data up to date.

Knowledge and Expertise

• To be able to accurately interpret all incoming appointment requests under their correct pathways for all sub-specialties.
• To have a full understanding of the pathways and resources needed for various clinic appointments e.g. whether a dual appointment is required (parallel appointments) and ensures the necessary appointments are available at the time of booking.
• To gain comprehensive knowledge of timetables for all clinicians over a number of clinical sub specialties and sites.
• To have a full understanding of the CQC regulatory standards.

General Administration

• Have ability to concentrate on various tasks and prioritise whilst working in an unpredictable environment without supervision.
• To check all patient demographics when patients attend clinic.
• Provide weekly updates of clinic/theatre scheduling, utilisation and any gaps.
• Provide general administration and support to Service Lead and OA’s in the running of the service.

Customer Care

• To act as first point of contact for any queries or complaints from patients and any external agencies.
• Whilst Newmedica would not tolerate harassment or bullying, some callers (clients, carers and staff) may be distressed, anxious or aggressive through stress.  Staff must be able to respond to all callers with tact, diplomacy and kindness.
• Ensure all queries, voicemails or messages are actioned and responded to in a timely manner.
• To take responsibility for maintaining patient confidentiality when booking.

Financial Responsibilities

• All staff will support their managers to make efficient and effective use of resources.  All staff are responsible for identifying any actual or potential deviation from budgets and are to work with the budget holder to find effective ways of handling it.
• All staff must ensure they use resources in a manner consistent with organisational objectives and policies, ensuring that resources are realistic, justified and of clear benefit to the organisation.

THE INDIVIDUAL

EDUCATION & QUALIFICATION

• Educated to A level standard or equivalent.
• GCSE Maths and English

EXPERIENCE & KNOWLEDGE

• Exceptional administrator who can understand and deliver within a complex working environment.
• Good organisation skills and the ability to multi-task.
• Enjoys working with a range of people and is able to tailor their approach to a diversity of patient needs.
• Outstanding telephone manner with the ability to adapt approach to different situations.
• Excellent verbal and written communication skills.
• Committed to delivery of consistently high standards of administration.
• Self-starter with the ability to work on own initiative, as well as working well within a team.
• Enjoys the routine and rhythm of a process driven environment.
• Comfortable making a significant contribution in a small team.
• Able to balance working independently with appropriate escalation.
• Committed to delivery of consistently high standards of testing and administration.

SKILLS & PERSONAL ATTRIBUTES

• Proven customer service skills with a passion for customer care.
• Proven administrative skills including the ability to follow processes.
• Excellent computer skills. Comfortable with Microsoft Office products and the ability to learn new patient record systems.

If you would like an informal chat about the opportunity or to request a job description, please contact [email protected]

Our employment offers are subject to receipt of satisfactory pre-employment checks. Applicants must have the right to work in the UK and a Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.

At Newmedica, we actively promote diversity and equal opportunities, and we are committed to this in both the running of our services and how we recruit our staff. We actively encourage applications from everyone with the essential requirements of the job, regardless of any protected characteristics.

Newmedica is fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language, religion, ethnic or social origin