Patient Services Administrator

Job summary

To provide a quality booking service for specialities / modalities as required, managing appointments / attendance / admission for their speciality / modality, managing capacity and taking proactive action where needed to ensure the Trust provides a positive patient experience and meets its contractual requirements.

Booking patient appointments in compliance with the Trust Access Policy, managing patient records as required to ensure the smooth operation of clinics / appointment.

The role holder will flex with the needs of the service providing a balance of general administration and other duties commensurate with the banding of the post in order that our patients have a high quality experience as well as acting as an expert booking clerk.

To promote best practice, ensuring that patient appointments are delivered to the standard of service level as set by the Trust Access Policy, escalating issues or concerns as appropriate.

Main duties of the job

Administer the referral process contacting patients to agree a convenient date and time for their appointment in line with Patient Choice or to receive phone calls from patients to facilitate booking . Regularly monitoring capacity status through the Trust's systems, taking appropriate action to ensure the efficiency of appointment utilisation.

Managing the booking of appointments, giving choice where possible, ensuring appointments are provided within agreed local and national waiting time targets. Action escalations as per departmental escalation procedure where appointments cannot be provided within required timescales.

Managing the cancellation and re-booking of appointments and clinics as required, with awareness of national requirements and breach dates / targets, escalation as appropriate.

Adhering to local and Trust policies and procedures and providing an Outpatient Booking Service in compliance with the Trust Access Policy

About us

Our vision is to provide outstanding care for every patient. Patient care is at the heart of what we do at our three sites : Basingstoke and North Hampshire Hospital, Royal Hampshire County Hospital in Winchester and Andover War Memorial Hospital. Hampshire Hospitals NHS Foundation Trust provides medical and surgical services to a population of approximately 600,000 people across Hampshire and parts of West Berkshire.

Our cultural ambition is to have a culture that places people at the heart of all we do, where we all belong, and where learning, improvement and excellence thrive.

We provide specialist services to people across the UK and internationally. We are one of only two centres in the UK treating pseudomyxoma peritonei (a rare form of abdominal cancer) and we are leaders in the field of tertiary liver cancer and colorectal cancer.

The trust employs more than 9,000 staff and has a turnover of over £500 million a year. As a Foundation Trust, we are directly accountable to our members through the governors. The Council of Governors represent the interests of their constituencies and influence the future plans of the Foundation Trust.

Job description

Job responsibilities

Further information about the Trust and this role can be found on the Job Description and Person Specification document attached.

Person Specification

Previous Roles

Essential

• Evidence of customer service roles

Desirable

Communication

Essential

Desirable

Research

Essential

Desirable