Patient Access Administrator

This caring and busy Outpatient Appointment Centre is looking for a Patient Access Administrator to join us at these exciting times. Being a key link between patients and services provided b y the trust, the role involves managing the referrals to elective service, booking appropriate appointments, answering complex non-clinical GP queries, manage the trust-wide clinic cancellation requests and the trust's outpatient appointment reminder service, that are critical part of a patient's elective care journey.,

• Ensure that all appointments are booked in line with the current Patient Access Policy and booking criteria.
• To take on specialised responsibility for multiple specialities on a rotational basis
• To answer all written and telephone queries, and resolution within specified timescales, recording and reporting the query details on PAS and response times will be part of this role.
• Deal with patients in a mature manner when speaking to them on the phone or via emails.
• To highlight referrals that require rapid and urgent attention and deal with them as per agreed process.
• Act as a single point of contact to GP practices and referrers - to communicate various agreed work procedures, guiding and advising the GP Practice on most appropriate referral route, and communicate the clinically returned/rejected referrals
• To proactively manage the Outpatient Wait List to
• To highlight capacity issues to Service managers within the timescales agreed
• To analyse and action the reports of the appointment reminder system
• To manage and escalate NHS eRS worklists.
  
  Outpatient Appointment Centre is the start of the 18-week Pathway for Patients; therefore, candidates must possess an ability to learn quickly, retain large amounts of information and enjoy working in a pressured environment which requires targets to be delivered within an agreed time-frame.
The post holder will use the PAS system, NHS e-Referral Service, appointment reminder system, e-Vetting system and other systems as part of the day-to-day work. Hence knowledge of working on systems and processes would be essential. Excellent IT skills, call centre experience and knowledge of RTT rules are also essential.

The Hillingdon Hospitals NHS FoundationTrust delivers acute services at The Hillingdon Hospital, as well as some services at Mount Vernon Hospital.The Trust has a turnover of around £250m and employs over 3,300 staff. We deliver high-quality healthcare to the residents of the LondonBorough of Hillingdon, and increasingly to those living in the surrounding areas of Ealing, Harrow, Buckinghamshire and Hertfordshire, giving us a total catchment population of over 350,000. This is a challenging time for the Trust. We face significant operational pressures through increased demand. We are currently rated by CQC as Requires Improvement, we do not meet some of our constitutional standards,have an underlying £23m deficit and we have an extremely poor estate. However, we're not daunted by the scale of the challenge andhave clear plans in place to get a grip on operational performance as well as improve effectiveness and efficiency. We have launched Brunel Partners Academic Centre for Health Sciences, a new centre providing the perfect setting for research and developing new methods of healthcare delivery across allied health, nursing, social care and medicine and we are developing plans to build a new academic health campus that would include a new hospital for us all.