Patient Administrator - Neurosurgery

Employer King's College Hospital NHS Foundation Trust

Site: King's College Hospital, London

Salary: £30,546 - £32,207 per annum including HCA

Salary period: Yearly

Closing: 03/04/:59

Job overview

Patient Administrator - 1 Full Time Post

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.

It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust's Access Policy: an agreement to adhere to these policies according to National Trust Guidelines. Understanding of the 2WW cancer pathway and processes, where appropriate.

The role will mainly incorporate the booking of patients throughout their patient pathway as well as general administration type functions.

Furthermore the post holder should develop an understanding of the milestones of the allocated pathway for patients within a designated group and escalate capacity constraints or concerns within the patient's pathway.

Main duties of the job

This is an exciting opportunity to join the dynamic Neurosurgery department at King's College Hospital, Denmark Hill site. The department is at the forefront of providing specialised care for patients undergoing neurological procedures, and we are looking for a dedicated and motivated Patient Administrator to play a key role in supporting our patient pathway.

The successful candidate will be responsible for booking appointments, coordinating patient schedules, and ensuring the seamless flow of patient information throughout the department. This is a busy, fast-paced role where you will work closely with multidisciplinary teams, supporting both patients and healthcare professionals to ensure timely and efficient care delivery. You will also serve as the first point of contact for patients and their families, whether over the phone or in person, providing an exceptional level of customer service.

The ideal candidate will have strong administrative experience, a good understanding of hospital systems, and excellent communication skills. You should be comfortable managing complex bookings and patient inquiries, with the ability to work both independently and as part of a team. Your proactive attitude and attention to detail will be essential in helping to manage a smooth and effective patient journey within the department.

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

Main Duties and Responsibilities

1. Communication and Patient Liaison

• 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.
• Receive and respond to patient e-mail queries, monitoring, managing and triaging email. Plus managing the physical post and 'In-Basket'.
• 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 which are generated to insurance companies etc. which are a to whom it may concern.
• PTL monitoring / updating / escalating where patient pathway issues are identified if not within their scope to resolve.
• 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 non-attendances.

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.
• To book interpreters as required.
• Collate required patient information at the request of clinical teams

3. Supporting Clinical Teams

Management of clinical staff inboxes and flagging of high priority correspondence.

• Management of virtual clinics, where applicable.
• Monitoring of 'InBasket' function for internal correspondence.
• 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.
• Willowfield Clinic reception duties (as part of a rota)
• To welcome and receive all patients and visitors attending,
• Taking appropriate details and ensuring details are correct within Epic/Call Forward.
• To give general advice about the services, where to refer and how to access services to both patients and health care professionals.
• Make appointments, and ensuring the appointment outcomes are captured within Epic.
• To make, cancel or rebook appointments for specialist nurses and consultants within the Epic system.
• To organise additional services for patients as required, such as interpreters and transport
• Track patient movements in clinic and add activities to be completed during visit on to Epic.
• Use secure chat to communicate with clinicians and wider team during clinic.
• Liaise with clinicians and wider MDT team to ensure smooth running of clinic.
• Review End of Day Report to identify any unsigned visits and escalate to Service Manager Subspecialty leads for completion.

Person specification GCSE A-C grade in English or equivalent

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

Experience

• Excellent communication and interpersonal skills

Employer certification / accreditation badges Application numbers

Please note that the closing date is given as a guide. On occasions, we may 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.