Senior Patient Administrator

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Detailed job description and main responsibilities

Roles and responsibilities

Assist the Team Leader in all aspects of staff management of all Patient Administrators and Assistant Patient Administrators, including assisting with prioritising of workload day to day support, supervision, sickness, performance and appraisal and ensuring mandatory and statutory training targets are achieved.

Ensure that all enquiries are dealt with in a timely, polite, professional and confidential manner, taking action or escalating as appropriate, using initiative and prioritising skills.

Proactively manage patient pathways so that all patients receive a high standard of service delivery.

Use initiative when dealing with patients' problems or when dealing with managers and consultants who may request patient information.

Participate in new staff induction, demonstrates duties to new starters and providing close supervision.

Development of new members of the team through training and supervision.

Adhere to trust-wide standard operating procedures and policies developed for clinical administrative processes and participate in their development and suggest improvements to systems, with ways of measuring effectiveness of any changes made.

Support the Team Leader in overseeing reception services ensuring adequate cover at all times and that patients receive an appropriate and welcoming service.

Person specification

Education and Qualifications

Essential criteria

• English and Mathematics GCSE or equivalent
• Educated to A level, NVQ Level 3 in Business and Administration or equivalent experience.

Desirable criteria

• Qualification in Management such as First Line Managers up to certificate level.

Experience

Essential criteria

• Experience of working in a team
• Communicating with members of the public
• Demonstrable experience of working in an administrative role in a busy office environment
• Experience of working with management and the general public
• Experience of working with a wide range of people

Desirable criteria

• Working in NHS or other similar health care environment.
• Demonstrable experience of working within customer-driven service and working to strict targets
• Proven experience of dealing with complex telephone calls

Skills and knowledge

Essential criteria

• Excellent communication skills both written and verbal
• Able to explain procedures and policy to other staff
• Willing to learn new systems
• Ability to prioritise workload effectively and meet competing demands
• Competent working knowledge of windows based computer systems
• To have a flexible approach to work and be able to use own initiative

Desirable criteria

• Familiarity with written communications
• Knowledge of filing systems and ability to file accurately and pay attention to detail

Important

• The closing date given is a guide only. There may be some occasions when we have to close a vacancy once sufficient applications have been received. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly as this is how we will communicate with you throughout the recruitment process.
• If you have not heard from us within 3 weeks after the closing date, we regret that this usually means your application was not successful.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Senior Patient Administrator B4 FTC JD (PDF, 936.2KB)
• Job Features (PDF, 390.8KB)
• Guidance for applicants (PDF, 85.4KB)
• Policy Statement (PDF, 144.5KB)
• Staff Benefits and Wellbeing (PDF, 196.5KB)
• Recruitment Pack (PDF, 2.8MB)