We are looking for an Outpatients Bookings Administrator to join our friendly team in the outpatients department. This role will suit someone who would like a challenging and busy role with plenty of variety.
Duties and responsibilities:
Working within our Bookings Department, and working with Medical Secretaries, Consultants and other departments within the hospital to manage clinic administration, provide patients with information and book appointments for the hospital. Providing a first class service to patients ensuring all information and documentation is accurate and actioned on time.
1. Answering incoming calls in line with KPIs
2. Booking new and follow up appointments into the outpatient clinics onto SAP and HMS systems.
3. Liaising with the outpatient department and medical secretaries to manage the administration of clinics.
4. Administration of online bookings for outpatient appointments.
5. Collation and filing of referrals.
6. Coordinate receipt of referral information from NHS Trusts and manage the eReferral system. Ensure that NHS patients are allocated to the most appropriate consultant and that each referral meets the criteria of each contract.
7. Communicate with patients to ensure suitable arrangements are made for their treatment pathway, and ensure all correspondence is received in time for attendance
8. Liaise with NHS Trusts to assist local and national contract requirements to address waiting lists.
9. Monitor dates of appointments according to requirements of the contract
10. Preparation, checking and sending of patient appointment letters and information.
11. Planning, management and maintenance of outpatient clinics.
12. Fully flexible to action work in all areas of the department.
13. Implement written departmental processes and procedures.
14. To be competent in the use of the booking systems, Outlook calendars and all Spire computer / administrative processes.
15. Awareness of different insurance plans and their mandatory requirements.
16. Ensuring that key information including credit card data is captured for all patients attending the hospital
17. Actively participating in the promotion of good communication throughout the working environment
18. To maintain confidentiality of all information acquitted with regard to patients, consultants and staff and not on any account disclose information about the affairs of the hospital, its subsidiaries or associates in line with Information governance, Data Protection and GDPR.
19. Ensure that all mandatory training is completed and up to date.
20. Undertake any other tasks that reasonably fall within the general nature and level of responsibility for this post
Who we're looking for:
21. Someone who is highly organised and accurate and works well to tight deadlines
22. Customer service experience.
23. Ability to manage own workload including planning, organising, prioritising and problem solving
24. Administration, contact centre or database management experience.
25. Experience of dealing with difficult customers/patients
26. A team player confident in interacting across a diverse range of people
27. Attention to detail
28. Previous experience of administration in the healthcare industry ( Desirable)
Benefits:
We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:
29. 35 days annual leave inclusive of bank holidays
30. Employer and employee contributory pension with flexible retirement options
31. ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
32. Free Bupa wellness screening
33. Private medical insurance
34. Life assurance
35. Save an average of £50 per month with our free onsite car park