Senior Patient Administrator

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WHO ARE WE?

Who are we? Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We aim to change lives through better sight and eye health.

We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We have significant growth plans over the next few years as we look to establish a national footprint and open many new sites across the UK.

We are thrilled to say that following an independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work®. This is a global benchmark that recognises employers who create an outstanding employee experience.

ROLE SUMMARY

The senior patient administrator supports with the local service operations on a day-to-day basis by ensuring that all administration processes are efficient, accurate and fit for purpose. Being part of the senior management team, the key objective for this role is to ensure that the team provides the highest quality of patient care and to contribute to the company's capacity for rapid growth. The senior patient administrator will have the opportunity to shape and motivate admin and business processes to enhance clinic performance to achieve set targets and to deliver outstanding results.

The senior patient administrator will be responsible for the management of all administration in support of activity within the Outpatients and Theatre in order to facilitate the smooth running of the service.

In addition, the following roles and responsibilities are outlined below.

What we're offering

• A salary between £28,000 - £30,000, depending on experience.
• 25 days annual leave plus bank holidays
• A company pension scheme
• Opportunities to develop and grow within the business
• Access to a range of benefits including free eye tests, discounted or free glasses, and a retail/technology discount scheme.

• 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
• Free food/snacks trolley
• Monthly governance day with lunch provided
• A free 24/7 well-being/counselling/advice service
• A bright, spacious and modern working environment, built to the highest standards
• Cycle to work scheme
• Monthly Gift voucher rewards
• Private Medical and Dental Insurance

KEY RESPONSIBILITIES:

• Take ownership of all furnishings, office equipment, security for the hospital. Ensuring that all necessary paperwork/ stationary is stocked and available.

• Organise the repair and service of non-clinical equipment throughout the service and act as the first point of contact for technical, operational or patient matters, resolving minor issues in line with incident/complaints procedures or escalating as appropriate.

• Maintain a positive relationship with client staff at every interaction, formal and informal networks and ensure that effective communication and escalation mechanisms are in place at all times.

• To liaise with all colleagues on proper use of this information to ensure that confidentiality is maintained at all times when dealing with highly sensitive details and reports, in accordance with the Newmedica Data Protection Policy.

• To maintain a positive relationship and open communication with the other leads in the business.

• To take an active role in the production of patient information and examination preparation leaflets. Record feedback from patients regarding queries about their information literature and feed this back by participating in information groups when requested.

• Maintain staff contact lists, training database, weekly staff task list, maintain sickness reports, create group distribution lists and be the SPOC for all staff administrative queries.

• Understanding and implementing new patient pathways from an admin perspective

• Timely completion of reports and submissions to governance bodies eg CQC

• Becoming competent in all aspects of the Patient Admin role to support the team as and when necessary.

• To efficiently train and support new starters in the admin team.

• Diary overview (being led by service lead) - balancing business needs and staffing needs.

• Daily task list for the team uploaded weekly and ensuring all tasks are completed by the end of the day.

• Be part of the on call rota.

DESIRED SKILLS:

• Ability to prioritise tasks depending on their importance and urgency of the matter.

• Having the ability to be analytical and critical in all aspects of the role.

• Ability to document communications in timely and accurate manner.

• Desire to take on new initiatives.

• Problem solver.

• Ability to be agile and adjust to any last-minute changes.

• People management skills.

• Ability to be flexible and adapt to each day being varied.

• Keeping the team motivated.

Knowledge and Expertise

• To have a full understanding of the pathways and resources needed for various clinic appointments e.g. whether a dual appointment is required (parallel appointments) and ensures the necessary appointments are available at the time of booking.

• To gain comprehensive knowledge of timetables for all clinicians over a number of clinical sub specialties and sites.

• To work towards having a full understanding of the CQC regulatory standards.

• To understand and have a good working knowledge of the Newmedica databases including CPM and Open Eyes

General Administration

• Have ability to concentrate on various tasks and prioritise whilst working in an unpredictable environment without supervision.

• To check all patient demographics when patients attend clinic.

• Take responsibility for the adherence to confidential waste policy the organisation of its collection and disposal.

• Train new starters in outpatient processes and procedures and involvement with departmental induction.

• Arrange and attend meetings, instigate agenda's, take minutes or records of decisions, the updating of action plans and disseminating information to service staff.

• Represent the Service manager at meetings or events.

• Liaise with marketing and ensure supplies are maintained of marketing information
• Co-ordinate and assist in the management of events as directed.

• Liaise with the Newmedica HR team in London and the payroll team regarding staff employment queries, payroll, recruitment, on and off boarding including arranging induction.

Customer Care

Whilst Newmedica would not tolerate harassment or bullying, some callers (clients, carers and staff) may be distressed, anxious or aggressive through stress. Staff must be able to respond to all callers with tact, diplomacy and kindness.

Ensure all queries, voicemails or messages are actioned and responded to in a timely manner.

To take responsibility for maintaining patient confidentiality when booking.

Financial Administration

• The processing of the Private offer regarding all payments and tracking

• Meeting CCG challenges for patient Individual Funding Requests (IFR's)

• Assist with compilation of spreadsheets regarding revenue, profit and loss.

• Maintaining spreadsheets for all delivery notices, invoices, recharging of staff, assets, equipment and stocks.

Governance

Implement all applicable company policies, procedures and protocols to meet Care Quality Commission Fundamental Standards and to promote best practice, including complying with the Caldicott Principles and the Data Protection Act 1998, specifically with regards to:

• Patient Confidentiality
• Health & Safety
• Infection Control
• Equality and Diversity
• Risk management
• Safeguarding

THE INDIVIDUAL

EDUCATION & QUALIFICATION

• Educated to A level standard or equivalent.
• GCSE Maths and English

EXPERIENCE & KNOWLEDGE

• Exceptional administrator who can understand and deliver within a complex working environment.
• Good organisation skills and the ability to multi-task.
• Enjoys working with a range of people and is able to tailor their approach to a diversity of patient needs.
• Outstanding telephone manner with the ability to adapt approach to different situations.
• Excellent verbal and written communication skills.
• Committed to delivery of consistently high standards of administration.
• Self-starter with the ability to work on own initiative, as well as working well within a team.
• Enjoys the routine and rhythm of a process driven environment.
• Comfortable making a significant contribution in a small team.
• Able to balance working independently with appropriate escalation.
• Committed to delivery of consistently high standards of testing and administration.

SKILLS & PERSONAL ATTRIBUTES

• Proven 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.

SUPPLEMENTAL INFORMATION COMMON TO ALL ROLES

ADDITIONAL RESPONSIBILITIES

• Actively promote and market Newmedica and present a positive image of the Company and its activities both within and outside the Healthcare environment.
• Ensure the quality standards and performance measures applying to the work of the section are met and facilitate continuous improvements in all aspects of the post.
• Undergo any self-development and training as necessary for success in the role and provide support and development for others where appropriate.
• Carry out any duties at all times in accordance with the Company's policies including Equality and Diversity and Health and Safety.
• Undertake all responsibilities in adherence with Newmedica Policies and Protocols for Infection, Prevention and Control.
• Promote by positive example both internally and externally, the purpose and vision of Newmedica.
• Undertake any other responsibilities commensurate with the grade of the post, which the Principal or their senior management representative may from time to time require.

STATUS OF THIS DOCUMENT

• This job description is a guide to the work that you will initially be required to undertake.
• It may be changed from time to time, in consultation with you, to meet changing circumstances.
• It does not form part of your contract of employment.

CRIMINAL RECORDS DECLARATION

• Newmedica is exempt from Rehabilitation of Offenders Act (1974) and we will ask applicants to disclose details of convictions, irrespective of whether they are spent or not.

SAFEGUARDING

• It is the responsibility of all Newmedica employees and contractors to fully comply with Newmedica's safeguarding policies and procedures.
• Individuals must ensure that they understand their role in protecting adults and children that may be at risk of abuse.