Patient Experience Administrator

☞ Lancashire Teaching Hospitals NHS Foundation Trust

View: 108

Update day: 07-05-2024

Location: Nantwich North West

Category: Health / Medical Care

Industry: Staffing Recruiting Health Wellness Fitness Hospital & Health Care

Position: Entry level

Job type: Full-time

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Job content

Job Overview

We are passionate about improving patient experience throughout their Ophthalmology journey. Do you want to be part of a dynamic and innovative team, ensuring the best possible patient care? We pride ourselves in creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives and backgrounds from our team, create a stronger and more creative work environment that delivers better patient experience. As a team we listen to, respond to and report on the experiences that our patients and their relatives have while in our care. Attention to detail and excellent communication are essential to this post.

Main duties of the job

Are you dynamic with a ’can do’ attitude?

We are looking for someone who is passionate about excellent customer service, who can use their own initiative and can work unsupervised with defined policies and procedures.

The ideal candidate will:
  • Be computer literate and have excellent keyboard skills
  • Have previous customer service skills
  • Have excellent communication skills
  • Be a valuable team player
  • Have experience of working within an office environment
  • Be diplomatic and tactful
  • Be able to book, amend and cancel patient appointments
  • Be able activate/discharge and updated patients pathway in real time
  • Have experience in dealing with inbound/outbound telephone calls in a friendly manner
  • Have experience in tracking patient notes
  • Be able to support with audio typing
  • Ensure general admin duties including filing and photocopying are fulfilled

The successful candidates will need to work across sites at Chorley and South Ribble Hospital and Royal Preston Hospital. The posts are between 22.5 hours-37.5 hours per week.

Working for our organisation

We have invested £17.5 million into developing our enhanced Ophthalmology and Daycase facilities at Chorley and South Ribble Hospital. We are excited to be able to provide these additional facilities which will help us to improve our patient experience and will give our patients a choice of location and access to state of the art facilities. The new unit will include a dedicated outpatient and diagnostic space as well as three additional theatres to provide extra capacity for patients requiring a variety of day case procedures.

Our Ophthalmology Team has specialist expertise in Oculoplastics, Orbit and Lacrimal Surgery, Glaucoma, Diabetes, Medical Retina, Vitreoretinal Surgery, Neuro Ophthalmology, Paediatric Ophthalmology and Cornea and Anterior Segment Diseases. We also provide an Orthoptics service for children and adults.

Patient Experience Administrator

NHS AfC: Band 2

Detailed Job Description And Main Responsibilities
  • First point of contact for incoming patients and to provide a positive welcome while checking their patient demographics and activating them on Quadramed. Discharge the patients and book follow up appointments when patients are leaving the clinic where possible. Update their patient pathways.
  • Responsible for external and internal telephone queries from Staff, Patients and others and referring to appropriate person.
  • Communicates with a range of staff, users and visitors to the Trust / Department, utilising a variety of communication methods including verbal, electronic and passing information in a format that is appropriate to the individual request
  • Organising incoming and outgoing post, referring enquiries to appropriate person if necessary.
  • Typing of letters and correspondence
  • Utilisation of local or Trust case note tracking system
  • Filling of reports and results
  • Date entry.
  • File location.


Person specification

Qualifications & Education

Essential criteria
  • Good general level of education including GCSE English and Maths (Grade C or above) OR Functional/Key skills Maths and English Level 2
  • Administrative skills


Desirable criteria
  • NVQ/Diploma in Administration
  • Audio typing skills
  • RSA Level 2


Knowledge & Experience

Essential criteria
  • Previous experience of working with a customer service environment.
  • Aware of the concept and application of confidentiality
  • Previous administrative experience
  • Proven IT skills e.g. Microsoft Outlook, Excel, Word
  • Previous experience of call handling in a busy environment.


Desirable criteria
  • Previous experience of working in the NHS or a health care related setting


Skills & Abilities

Essential criteria
  • Excellent written and verbal communication skills
  • Good organisational and interpersonal skills
  • Ability to work without close supervision in a pressurised environment
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Deadline: 21-06-2024

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