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Healthcare Administrator – Suffolk Newmedica Ltd

We are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We aim to make a positive difference to people’s lives through better sight and eye health.

We have an exciting opportunity that has arisen in our Suffolk team, for a Healthcare Administrator to join the team and help us continue to deliver outstanding clinical care for our patients.

We are looking for someone who will thrive on working as part of a multidisciplinary team that includes Clinic Assistants, Ophthalmic Assistants, Healthcare Administrators, Nurses, ODPs, Ophthalmic Technicians, Optometrists, and Consultant Ophthalmologists. We value the different experiences and diversity that each of our individual team members bring to our service and are looking for future colleagues who share that same passion.

What are we offering?

• A salary of £22,700.00
• A company bonus of up to 12%, based on company performance and personal objectives
• 25 days annual leave plus bank holidays
• A company pension scheme
• 40 hours per week, worked over 5 days between Monday-Sunday
• Access to a range of benefits including free eye tests, discounted or free glasses, a free 24/7 well-being/counselling/advice service, an opportunity to sign up to a tax-free cycle to work and a retail/technology discount scheme.
• Monthly all stop days (clinical activity paused, for team building, development and meetings)
• 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
• Excellent transport links; only a short walk to the nearest train station
• Immediate access to food and retail shops in the vicinity
• Free on-site parking

Why join Newmedica?

• We pride ourselves on delivery of outstanding clinical care for our patients and are pleased to receive overwhelmingly positive feedback from patients about their experience with us. Some of our patient stories can be found here.
• We are proud to partner with the NHS and deliver services to NHS CCG’s, Trusts and Foundation Trusts across the country, delivering over 125,000 patient interactions per year.
• We provide a supportive, friendly environment for all our colleagues where all differences are recognised and the contribution of each team member is valued.
• We currently operate 12 eye hospitals and 5 eye clinics at locations throughout England, and have ambitious growth plans to open a number of new hospitals over the coming year.
• Newmedica Suffolk is one of the newer services in the Newmedica family, having only been established since August 2020 but has been growing very quickly. Our purpose-built eye health clinic and surgical centre provides the latest eye health services to our growing patient population. To find out more about us please visit our website by clicking here.

What will the role involve?

• To manage the set up and utilisation of clinic diaries
• To book patient appointments, ensuring that clinics are full.
• To make reminder calls to patients before their appointment is due
• Ensure that all clinic correspondence is sent out. Printing and franking letters. Ensuring faxes are received by GPs.
• 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.
• Where necessary for training, staffing or other operational purposes, implement changes to clinic start/finish times. Amend slot totals as necessary for restricted/reduced lists.
• 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 manager.
• 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 Manager. In contrast, identify and escalate to Service Manager 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.
• Working across our multiple locations; Bury St Edmunds and Ipswich, to assist on reception

What skills and experience do I need for the role?

We are looking for individuals who have:

• GCSE’s in at least Maths and English
• Experience in an administrative role and can understand and deliver within a complex working environment.
• Good organisation skills and the ability to multi-task.
• An ability to tailor their approach to a diversity of patient needs.
• An outstanding telephone manner with the ability to adapt approach to different situations.
• Excellent verbal and written communication skills.
• An ability to balance working independently with appropriate escalation
• Commitment to delivery consistently high standards of testing and administration
• 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.