Main area Administrative and Clerical Grade Band 2 (This role will commence at Band 2, with progression to Band 3 upon successful completion of required competencies)
Contract: 12 months (Fixed Term)
Hours: Part time – 27.5 hours per week (Monday to Friday, 8:30 am – 2:30 pm)
Job ref 435-D072-26
Employer: East Lancashire Hospitals NHS Trust
Site: Holden Centre, Town Barrowford, Nelson
Salary: £25,272 per annum, pro rata
Salary period: Yearly
Job overview
We’re looking for an enthusiastic, motivated and experienced Patient Administrator to join our Referral Management and Booking team which covers many specialties and provides services across East Lancashire.
Working Pattern: Monday to Friday, 8:30 am – 2:30 pm.
Responsibilities
* Process referrals and book appointments in line with clinical requirements and KPIs
* Manage patient information using patient administration systems (e.g. EMIS and CERNER)
* Handle telephone enquiries and coordinate communication with patients and professionals
* Accurately upload information and maintain high data quality standards
* 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)
* Maintain confidentiality and adhere to data protection policies
* 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
Person specification
Qualifications
* Recognised educational standards e.g. GCSE Level 4‑9 or equivalent in English Language and Maths
* Customer Care NVQ Level 3, or equivalent, or willing to work towards ECDL/CLAIT or equivalent experience
Experience
* Proficient in the use of Microsoft Office (Word, Excel, Outlook)
* Effective written and verbal communication skills
* Extensive experience working in administration
* Experience of customer care/liaison with public, patients or carers, e.g. telephone call handling
Knowledge and Skills
* Precise with detail and data collection
* Excellent interpersonal and communication skills, using empathy and negotiation skills
* Ability to understand and comply with standard procedures/instructions and to raise concerns or risks
Personal Attributes
* Willingness to learn new systems and processes
* Ability to work in a team
* 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
Benefits
* Opportunity to progress from Band 2 to Band 3 within 6 months upon completion of required competencies
Equalities and diversity
East Lancashire Hospitals NHS Trust is an equal opportunities employer and welcomes applications from everyone irrespective of ethnic origin, gender, age, gender identity, sexual orientation, religion, marital status, disability or social background. We especially welcome applications from our black, Asian and minority ethnic communities and make appointments on merit. Applicants who have a disability and meet the essential criteria for the job will be interviewed if they indicate they wish to be considered under the Guaranteed Interview Scheme. We provide reasonable adjustments at any stage of the recruitment process where required.
Disclosures and Barring
This role requires a satisfactory DBS check. Candidates may choose to pay for the enhanced or standard check as part of the condition of appointment.
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