Job overview
We’re looking for a enthusiastic, motivated and experienced Patient Administrator to join our Referral Management and Booking team which covers many specialties and provides services across East Lancashire.
The post holder will have a keen eye for detail, excellent communication and organisational skills.
Working Pattern: Monday to Friday, 8:30 am - 13:30 pm.
As a Patient Administrator, you’ll play a vital role in ensuring patients referrals are actioned timely, arrange appointments and communicate efficiently and compassionately. You’ll be responsible for:
* Processing referrals and booking appointments in line with clinical requirements and KPIs
* Managing patient information using patient administration systems i.e. EMIS and CERNER
* Handling telephone enquiries and coordinating communication with patients and professionals
* Accurately uploading information and maintaining high data quality standards
This role will commence at Band 2, with progression to Band 3 upon successful completion of required competencies.
Main duties of the job
* Accurately record and process referrals and appointments in line with clinical triage and KPIs.
* Offer patients appointment choices while adhering to clinical requirements.
* Arrange transport and translation services as needed.
* Perform general administrative tasks including data input, letter generation, filing, scanning, photocopying, and ordering goods.
* Maintain patient records and case notes to a high standard, both manually and electronically (e.g., EMIS, CERNER).
* Handle telephone enquiries from patients, carers, professionals, and external agencies courteously and efficiently.
* Maintain confidentiality and adhere to data protection policies.
Working for our organisation
At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work.
Detailed job description and main responsibilities
* Accurately record and process patient referrals and appointments in line with clinical triage and KPIs.
* Ensure timely and accurate data entry into EMIS and CERNER systems.
* Offer patients appropriate appointment options and arrange transport or translation services when needed.
* Handle telephone enquiries from patients, carers, and professionals courteously and efficiently.
* Communicate appointment details via phone, email, letter, or text.
* Provide cover across services as required.
* Attend departmental meetings and contribute to service improvement discussions.
* Adhere to Trust policies, including those related to data protection, equality, health and safety, and infection control.
* Support business continuity and major incident procedures.
* Operate within the Trust’s behavioural framework and uphold its values.
* Maintain confidentiality and adhere to data protection and Trust policies.
Person specification
Qualifcations
Essential criteria
* Recognised educational standards i.e. GCSE Level 4-9 or equivalent in English Language and Maths
Desirable criteria
* Customer Care NVQ Level 3, or equivalent or willing to work towards ECDL/CLAIT or equivalent experience
Experience
Essential criteria
* Proficient in the use of Microsoft Office, including Word, Excel, Outlook
* Effective written and verbal communication skills
* Extensive experience of working in administration
* Experience of customer care/liaison with public, patients or carers, e.g. telephone call handing
Desirable criteria
* Contact Centre experience
Knowledge and Skills
Essential criteria
* IT/keyboard skills
* Precise with detail and data collection
* Excellent interpersonal and communication skills in order to deal with all disciplines on the telephone using empathy and negotiating skills
* Ability to understand and comply with standard procedures/instructions and able to escalate risks/concerns
Personal Attributes
Essential criteria
* Willingness to learn new systems and processes
* Ability to work in a team
* Ability o demonstrate confidentiality and sensitivity when dealing with the public.
* Effective team player
* Value difference, diversity and inclusion and ensure fairness for all
* Flexible and adaptable to meet changing needs of the service
* Commitment to continuous professional development
Other
Essential criteria
* Ability to be flexible to cover Department opening times 8.00 am – 4.30 pm.