- Dialysis and Outpatient Administrator London, England
Job description
Main duties of the job
The post-holder must play a proactive role in collecting, investigating, verifying and
recording a high standard of patient demographic and treatment data. The post holder
must accurately and in a timely manner enter such information on the computerised
patient information system to ensure that the trust receives the appropriate level of
income for patient activity, avoids the potential clinical risks inherent with inaccurate
patient records and is compliant with national NHS targets (e.g. on data quality and
length of patient wait).
Working for our organisation
Royal Free World Class Values
The post holder will offer World Class Care to service users, staff, colleagues, clients and
patients alike so that everyone at the Royal Free can feel:
Detailed job description and main responsibilities
1. Provide a proactive, high quality comprehensive reception services to the unit/centre and outpatient clinics. Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction.
2. Operate security entry system to the unit/centre as required.
3. Demonstrate sensitivity, tact and diplomacy where appropriate, for example when acting as a first point of contact to distressed or anxious relatives.
4. Simultaneously deliver a proactive and high quality customer service to a wide range of client groups, including (but not limited to) patients, relatives, carers, nurses, unit/centre managers, matrons, patient pathway co-ordinators, therapists, clinicians, other healthcare professionals, staff from other departments.
5. Suggest to the Kidney Care Centres Dialysis and Outpatient Manager any changes to local working practices that may benefit customer care and/or improve the administrative and reception service at the unit/centre.
6. Deal with telephone enquiries or refer to the relevant person, whilst ensuring that accuracy, clarity, confidentiality and courtesy are prioritised at all times.
7. Represent the trust in a professional manner at all times.
8. Ensure that medical notes are available for all relevant clinics. Liaise with renal outpatient department and the medical records department at the Royal Free Hampstead site to ensure that medical notes are transported to the unit securely and in a timely manner.
9. Be responsible for all patient transport and interpreter bookings for outpatient clinics, regular day attendances (dialysis treatments) and inpatient or ward stays if necessary.
Person specification
Education & professional Qualifications
Essential criteria
- Good general education, including GCSE English grade “C” or above, or equivalent NVQ level 2 in Customer Care
Experience
Essential criteria
- Relevant experience in a role which combines administration and working with the public, preferably in the NHS or similar
Skills and aptitudes
Essential criteria
- Excellent customer care skills, including ability to use judgement, tact & diplomacy
- Excellent telephone manner
- Excellent communication skills, both written and spoken
- Experience of team working
- Knowledge of patient confidentiality and the Data Protection Act
Desirable criteria
- Ability to successfully manage and resolve difficult situations
- Effective interpersonal skills, to liase and negotiate with people/staff at all levels
- A high degree of accuracy and attention to detail
- Good IT skills, including proficiency in the use of windows based applications
- Excellent organisational skills
- Experience of record keeping
- Experience of prioritising own workload in a highly pressured working environmen
- Experience of using own initiative to help solve a problem or improve a service
Covid-19 Vaccination
Getting vaccinated, and getting a booster, remains the best defence against COVID-19.
We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligible.- AT* - Apprenticeship Training. Where AT* is entered next to the job title indicates that this vacancy is for an apprenticeship role.
- By applying for this role, you accept if successful, that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we require you to complete your stat and Man e-learning modules prior to joining our organisation.
- If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK. Please Note: We are unable to sponsor Band 2 to 4 as the salary does not meet the UKVI Points Based system threshold.
- If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system
- If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk
- The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
- The Trust will request a DBS (CRB) if post involves regulated activities. The Trust is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act.
- By applying for this post you are agreeing to Royal Free London NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
- Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.
Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.
Please note:
- Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification
- Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.
- Interview arrangements will be communicated via email so please check your email regularly following the closing date.
Please be advised that due to exceptionally high demand, all Royal Free accommodation is at full capacity and waiting lists are being held. Average waiting times are 12 months. Please do not rely on Trust accommodation when you commence your role and ensure you investigate alternative accommodation for your arrival.
