Bank Outpatients Administrator

To provide a comprehensive administrative service working flexibly on rotation incorporating the Outpatients Booking Office, Call Centre and Reception areas forming a solid foundation to support the Outpatients departments, across Lewisham Hospital, Queen Elizabeth Hospital and Bexleyheath and Greenwich Community sites. The post holder will be one of a team providing an excellent customer and administration service, delivering smooth, safe and high quality care to enable the trust to achieve key targets.

The post holder is expected to establish and maintain positive interpersonal relationships with other staff members in line with our Trust values, characterised by respect, compassion, inclusion and open, honest communication.

Main duties of the job

To support the delivery of outpatient services by carrying out administrative duties across Reception, the Call Centre and Booking Teams. The role requires flexibility to undertake tasks as directed by the Outpatients Supervisor, including covering absences and supporting busy periods to ensure the smooth running of the department.

Duties include greeting patients and visitors professionally, responding to queries face to face, by telephone and email, and dealing with sensitive or challenging situations appropriately. The post holder will liaise with departments, GP surgeries and healthcare professionals regarding referrals and appointments, answer calls in line with KPIs, manage inboxes and maintain accurate patient records on Trust PAS systems.

Responsibilities also include managing referrals and waiting lists in line with RTT targets, booking, cancelling and rearranging appointments, escalating service issues when necessary, checking patients in and out of clinics, recording outcomes, following up missing information and keeping patients informed of delays.

The role also involves maintaining confidentiality and data protection standards, arranging interpreters and transport, supporting new processes, using Trust IT systems effectively, assisting with staff induction and training, attending meetings, reporting incidents, managing outpatient reports, maintaining stock levels and undertaking additional duties required to support operational needs.

Job responsibilities

Answering the telephone, dealing with queries, taking telephone messages and relaying them to the appropriate person/people/division

Responding to email queries and passing to the relevant departments/people/division concerned

Filing

Photocopying/Scanning

Making appointments over the telephone and in person using system based booking facilities

Any other general office duties

Prioritisation

Experience

• Working within a team
• Working in a sales/customer service environment
• Working within the NHS

Admin knowledge & Skills

• Ability to prioritise workload
• Exceptional IT Skills including Word, Excel, Outlook and Power point
• Interpersonal Skills.
• Excellent communication skills both written and verbal.
• Ability to co‑coordinate
• Act on your own initiative
• iCare knowledge
• Microsoft Knowledge

Personal Attributes

• Enthusiastic and motivated
• Punctual
• Reliable
• Organised and logical
• Diplomatic and sensitive to patients who may be distressed
• Professional
• Smart appearance

Experience

• Customer Service experience or equivalent work experience.
• Computer literacy and keyboard skills
• Willingness to develop computer skills.
• Working to deadlines and targets
• NHS Experience
• Knowledge of PAS
• Call Centre or Switchboard experience
• Experience of Access Database/ Excel Spreadsheets

Skills And Abilities

• Good verbal and written communication skills
• Ability to prioritise.
• Able to take responsibility for own work and work without direct supervision where appropriate.
• Flexible approach to working hours.
• Respect for confidentiality
• Ability to deal with sensitive issues appropriately.
• Ability to plan and co‑coordinate work.
• Evidence of interacting with a wide range of people

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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