Assistant Administrator | East Kent Hospitals University NHS Foundation Trust

The Pain Management services are working hard to ensure that we put patient care a at the heart of everything we do. We are on an exciting improvement journey and can offer you a rewarding, flexible and supportive role in assisting with the delivery and provision of a full range of Pain Management services within East Kent. We are currently recruiting into an exciting administration position working amongst some of the many Pain Management services, including outpatients booking, admitted waitlists and Neuromodulation. You will have an opportunity to work amongst the administration team providing an efficient and streamlined service for patients. The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking, Neuromodulation and administrative services to patients for the Pain Management Department across East Kent. You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues. This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust. The role will ensure all clinics are utilised Trust-wide, escalating capacity and demand issues on a daily basis using a range of information reports, taking calls from patients and Outpatients Department surrounding ERS and patient referrals. A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users. Within Pain Management, customer service is the focus of all tasks, providing a high-quality service to all patients, relatives, staff and visitors in a professional, courteous, respectful and confidential manner. We are one of the largest hospital trusts in England, with three acute hospitals and community sites serving a local population of around 700,000. We also provide specialist services for Kent and Medway. We care about our patients and our people. We are focused on providing outstanding, safe patient care, and a positive working culture that benefits staff and patients alike. With our emphasis on staff training and development, a staff support scheme that's second to none, and a healthy package of benefits, it's easy to put down roots in East Kent Hospitals. Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability. Please note that if you require a Certificate of Sponsorship to work in the UK you must declare this on your application form, even if you currently have a certificate of sponsorship or a work permit for another role and are already working in the country. Please note we are only able to sponsor candidates on a Skilled Worker Visa applying for roles Band 5 and above.

• Communication/Patient Experience: Answer and respond to internal and external telephone, email and letter enquiries received in a professional and timely manner, promoting excellent customer service skills.
• Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.
• Assisting recording and responding to patient needs such as Interrupter services via email to support AIS (Accessible Information Standard).
• Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager. Recording this feedback on the Info Portal.
• Working in a person-centred way with all members of the healthcare team.
• Planning & Organisation: Preparing clinical records for clinics.
• Liaising with Transport Services for patients as and when required.
• Updating PAS system for the purpose of recording all patient activity and patient personal data.
• Assisting with enquiries from clinical teams.
• To monitor the progression of any orders for equipment, both medical and non medical, and staff training and respond quickly to resolve any issues in their delivery.
• Progression of Patient Pathway: To support the Trust in achieving both National and local NHS standards including the 18-week RTT. All referrals and appointments must be booked accurately in line with Standard Operating Procedures and agreed with the patient to adhere to the Patient Access Policy.
• Ensuring all DNAs are discharged or re-appointed, as directed by the clinician in accordance with Patient Access Policy.
• To identify private, overseas and inter-provider patient referral and follow procedures in place.
• To assist in ensuring all clinic outcome forms are cached up in line with the Trust Policy.
• Personal Development: Develop and maintain a competency folder.
• Give feedback on any study days attended to enable sharing of knowledge.
• Participate in an annual performance review with relevant updates and to follow a personal development plan as agreed with line-manager.
• Undertake all mandatory training.