Outpatient Clinic Administrator

Job overview

An exciting opportunity has arisen for a receptionist to join our busy Centralised Outpatient Team.

If you are caring and passionate about people and wish to pursue a rewarding career within the NHS, you should apply now.   We are a busy outpatient service in King's College Hospital dealing with outpatient clinics.

We are seeking self-motivated people, who are able to effectively manage their time and workload, to meet deadlines in a busy environment with competing demands on their time. They should have excellent communication and customer service skills, IT experience and the ability to provide a high-quality and efficient service to outpatient users. 
The successful applicant will possess excellent telephone and administrative skills. 

Main duties of the job

The post holder will work within a team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, clinicians, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between reception (front desk) and administrative duties.

Working for our organisation

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and around 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

The trust-wide strategy Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care,  Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King’s to another level.

Detailed job description and main responsibilities

• To meet and greet patients, check in and check out  and book appointments in a timely and efficient manner. 
• To communicate clearly, effectively and appropriately with the multi-disciplinary teams, patients and their family/visitors/carers.
• As the first point of contact in the department, ensure patients are made comfortable and treated with kindness respect and dignity
• To register patients on the Trust’s Electronic Patient Records System (EPIC).
• To assist patients using the self-check-in kiosks.
• To assist patients with outpatient related queries when required.
• To provide a courteous, efficient follow-up appointment booking service to all patients.
• To resolve appointment booking issues with patients, clinical staff or administrative colleagues in an efficient and effective manner.

Person specification

Education and Qualifications

Essential criteria

• NVQ Level 2 or equivalent experience in customer care / service
• ECDL or equivalent experience
• 5 GCSE’s or equivalent standard of education in English and Mathematics

Desirable criteria

• Commitment to undertaking further course of study in customer care

Knowledge and Experience

Essential criteria

• Demonstrate high level of administrative experience acquired through both training and experience
• Experience of dealing with the public
• Ability to input and retrieve complex information on a computerised system
• Experience of using Epic or similar appointment systems
• Previous NHS experience
• Experience / knowledge of e-RS (Choose & Book)
• An understanding of NHS National targets / initiatives

Skills and Competencies

Essential criteria

• Excellent written and verbal communication skills with a professional and courteous manner
• Ability to demonstrate empathy
• Able to identify risks and resolve or report them
• Competent with computer software programmes including Microsoft Word, Outlook, Excel and Powerpoint
• Ability to demonstrate tact and diplomacy when handling sensitive issues
• Excellent telephone manner
• Effective in managing time
• Able to prioritise workload, to be organised and flexible to changing situations

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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