Diagnostic Appointment Administrator - Main Radiology

Job overview

The Patient Administrator will work as part of an administrative team, to support the multidisciplinary clinical and administrative teams to provide a high quality administration service, a positive patient experience and the highest levels of customer service.

• Carry out designated administrative tasks under direction and with guidance, and following agreed standard operating procedures.

• Scheduling of patients and the timely management of the workqueues in line with standard operating procedures.

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.

• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.

• Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.

• Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required.

• Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate.

• Sending no contact letters, ad hoc letters completed by the consultant.

Main duties of the job

Responsible for booking of patient’s appointments, diagnostics and inpatient stays, throughout their patient pathway.

Corresponding with patients, practices and internal staff.

• Conduct reminder calls to patients, rearranging appointments where necessary in-order to prevent nonattendances.

• Management of patient correspondence via text reminder services.

• Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team member.

• Responsible for accessing appointment booking systems for all routine pre-operative assessments, diagnostics and their associated outcomes.

• Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required.

• Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner.

Process and register referrals, booking outpatient appointments within Epic. 

• Collate required patient information at the request of clinical teams.

• Report to the team leader any requests to cancel or reduce sessions with less than six weeks notice and highlight any urgent referrals which get postponed as a result.

• Ensure that patients are offered appointment within the statutory waiting times including urgent and cancer referrals

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of 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 aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

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.

Detailed job description and main responsibilities

• Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.

• Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.

• Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team.

• Monitoring relevant work queues relating to the service.

• Coordinating of clinic template amendment / cancellation forms.

• Booking patients in line with clinical diaries as per local processes.

• Attendance at meetings when required.

Person specification

Application and Skills

Essential criteria

• Experience of working in an administrative environment.
• Educated to GCSE level or equivalent, with Grade C or above in English and Maths
• Excellent communication and interpersonal skills

Desirable criteria

• Prior experience in healthcare administration, medical office, or scheduling roles.
• Proficiency in Epic, Patient tracking lists and Work-queues.
• Understanding of Patient Access Targets

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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