Job Description

WHO ARE WE?
Newmedica is one of the leading providers of NHS-funded ophthalmology services in England.

• Our Purpose is to make a positive difference to people's lives

• Our Vision is to change lives through better sight and eye health

We provide services for NHS ICB, NHS Trusts and Foundation Trusts, and other providers of NHS funded services. We deliver over 160,000 patient interactions annually, including outpatient appointments, diagnostic testing and eye surgery. Our services are delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships.
ROLE SUMMARY
Reporting to the Admin Manager, As Patient Administrator you would be responsible for ensuring that patient appointments are fully utilised and that appointment outcomes are recorded and filed. You will be managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedica's electronic patient record is up to date.
Administrators are also the central point of contact for all telephone queries from both patients and clinic staff.
Our coordinators will have a friendly and accessible personal manner and be able to deliver an effective administrative service to the clinic. They will be able to work within small teams to maintain and enhance processes to maximise quality and efficiency. Newmedica has developed a strong relationship with the local CCG and the local Trust.
They will work without direct supervision whilst maintaining an efficient professional manner assisting in the booking of appointments in a timely manner as per the correct pathways; ensure operational and clinical governance protocols are maintained; healthcare and risk management standards are met whilst supporting the service and driving forward efficiency improvements working in conjunction with the service manager and the senior clinical assistant.
KEY RESPONSIBILITIES

• Co-ordinate on a daily basis all changes required to clinic schedules. This includes updating EMMA, clinic reports/overview and liaising with the eRS team.

• To manage the utilisation of clinic diaries

• To book patient appointments, ensuring that clinics are full.

• To make reminder calls to patients before their appointment is due

• Ensure that all clinic correspondence is sent out. Printing and franking letters. Ensuring emails are received by GPs.

• To act as the central point of contact for all telephone enquiries from patients and clinic staff, resolving or escalating issues as appropriate.

• Maintaining a positive relationship with internal or external staff at every interaction.

• Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process.
• Action all clinic cancellations accordingly as instructed. Take responsibility for rebooking all patients.
• Where necessary for training, staffing or other operational purposes, implement changes to clinic start/finish times.
• In contrast, identify and escalate to the Admin Manager where there may be too much capacity and where clinics may no longer be required.
• Book follow-up appointments at appropriate clinics, wherever possible before the patient leaves the department. Be aware of patients 'to be booked' and manage this list appropriately with consideration of Referral Treatment Times (RTT) and patients due 4 weeks ahead. Consider whether adequate capacity is open to meet this demand.
• Book new and follow-up appointments for outpatients and theatre, giving patients choice but also adhering to clinical team requirements e.g. correct clinic, length of time for follow up.

Knowledge and Expertise

• To be able to accurately interpret all incoming appointment requests under their correct pathways for all sub-specialties and disseminate between CA's.

• To have a full understanding of the CQC regulatory standards.
• To understand and have a good working knowledge of the Newmedica databases including EMMA and OpenEyes.

Customer Care

• To act as first point of contact for any queries or complaints from patients and any external agencies.

• 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.

THE INDIVIDUAL
EXPERIENCE & KNOWLEDGE

• Exceptional administrator who can understand and deliver within a complex working environment.
• Good organisation skills and the ability to multi-task.
• 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.

• 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.

• Promote by positive example both internally and externally, the purpose and vision of Newmedica.

• Undertake all responsibilities in adherence with Newmedica Policies and Protocols for Infection, Prevention and Control.
• 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.

Your standard working days will be Tuesday, Thursday, and Saturday. This will operate on a two?week rolling rota. On the weeks when you are not scheduled to work the Saturday, your shift will move to the Friday instead. This is also a fixed term role covering a period of Maternity Leave.

Skills Required