Job Description
An exciting and challenging opportunity has arisen for an Administrator / Coordinator to join the Obstetric & Maternity services. The post holder will be joining these specialties at an exciting time where we are working on new opportunities to improve our services and overall experience for our patients.
The successful post holder will work as part of a team providing comprehensive Administration / Co-ordination support to clinical services, ensuring this is patient focused and patients receive a compassionate and professional service.
Working in conjunction with colleagues, patients, service users and internal and external stakeholders.
Please note Previous applicants need not reply
The Administrator / Coordinator will provide admin support across a range of functions including booking appointments and scan appointments, rebooking patient appointments, general data inputting and answering a high level of daily calls from patients, healthcare professionals and other third parties. The role will include waiting lists and the management of the Elective Sections.
Due to the nature of this job, the successful candidate should have an excellent telephone manner; have strong problem-solving skills, excellent customer service skills and the ability to work to deadlines and under pressure.
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
Compassion
Accountability
Respect
Integrity
Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Liaise with staff, patients, service users and external agencies
To provide a point of contact for service users
Notify patients of new or changes to appointments
Liaise with medical and nursing staff and other multi-disciplinary teams regarding patient appointments / pathways
Deal effectively with complaints either face to face or on the telephone, and escalate concerns where necessary
Be sympathetic and sensitive to the requirements of staff, service users when communicating by telephone or face to face, including dealing with a difficult situation, e.g., aggressive or demanding behaviour, escalating conflict situations where necessary
Accurately record telephone messages and other enquiries and refer as appropriate
Contribute to building effective teamwork in exchanging views, ideas and communicating effectively.
Check and action Envoy daily for any rebooking’s/cancellations
Maintain elective waiting lists, ensuring Trust waiting time targets are achieved
Plan theatre lists and to liaise with consultants as necessary to ensure that the mix of patients and procedures is acceptable
Ensure patients are informed in a timely manner of any cancellations or changes to planned attendance/admission times/appointments
Arrange Pre-admission assessments and admission dates with patients, by direct negotiation by telephone & face to face, ensure that patients receive correct starving instructions and other relevant information
Ensure all information entered on CAMIS is accurate and up to date confirming patient details at every point of contact.
Amalgamate duplicate hospital numbers in accordance with the duplication guidelines.
Use the National tracing Service to check/find NHS numbers and check other patient information in order to ensure accurate data collection.
Ensure accurate and up to date outpatient waiting list management and adherence to agreed national waiting time targets
Coordinate referrals to consultants for grading
Responsible for new and rescheduled new and follow up outpatient appointment processes ensuring that the requirements of the patient as well as the clinician are met, receiving and coordinating referrals to clinics and ensuring the rapid access to those clinics as appropriate
Arrange appointments for investigations and/or make appointments for additional patient tests as required by the clinician and where appropriate.
Liaise with consultants and secretaries regarding clinic availability
Assist with the coordination of clinics to ensure effective time management and utilisation
Ensure that telephone enquiries, personal contact or correspondence is dealt with within agreed time limits and appropriate action is taken.
Work with medical, nursing, directorate, secretarial and clerical staff to promote the efficiency of patient care
Contribute to feedback in the management of waiting lists, compilation of data and other management information as requested. This includes weekly performance reports and attending weekly meetings with the team.
Ensure Trust and departmental policies are adhered to and contribute to changes and/or reviews of policies and procedures.
Provide general admin services including photocopying, filing, faxing and other office routines.
Ensure that relevant health records are available to medical staff when required and anticipate demand wherever possible
Liaise with other hospital departments, GPs and other health care agencies when required
To post holder will be expected to use computer systems where appropriate, including email system, the internet and intranet and other office systems in accordance with Trust policies
Provide cross cover within team during absence complying with relevant organisational policy on attendance
Receive and sort daily post, date stamp and distribute as appropriate
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