About this role
Job summary
We are looking for an organised and approachable Band 3 Therapies Patient Pathway Administrator to join our Therapy Services administration team at the Royal National Orthopaedic Hospital.
You will play an important part in helping patients access their therapy appointments, providing a welcoming reception service and supporting the effective management of referrals, bookings and waiting lists. Working closely with therapists and administrative colleagues, you will help ensure patients receive clear information and that their appointments are arranged accurately and promptly.
This varied role combines reception and office based duties. You will need good communication and IT skills, attention to detail and the ability to prioritise your workload while responding to patient enquiries. Administrative and customer service experience are essential; previous NHS experience is desirable.
The role is based at Stanmore, with a requirement to work at Bolsover Street when needed and participate in a rota covering the service's core hours of 8am to 6pm.
Main duties of the job
- You will support the day to day administration of therapy services, helping patients move through their treatment pathways and supporting the efficient use of clinical appointments. Your main responsibilities will include:
- Welcoming patients and visitors, registering arrivals and providing a professional reception service.
- Processing referrals and maintaining accurate, complete and up to date patient information on electronic systems.
- Booking, amending and rescheduling appointments, liaising with patients, carers and therapists.
- Maintaining therapist diaries and supporting waiting list management, including identifying and escalating potential waiting time breaches.
- Responding to telephone, email and face to face enquiries, resolving administrative queries and passing clinical questions to the appropriate colleague.
- Arranging interpreters and liaising with transport and portering services to support patient attendance.
- Preparing appointment confirmations and correspondence, and handling patient records securely.
- Following Trust procedures for patients who do not respond to appointment invitations or do not attend.
- Working flexibly with colleagues to provide administrative cover and support improvements to departmental processes.
About us
RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression.
Job description
Job responsibilities
Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the worlds most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient facility. For more information, please access the following link: https://www.rnoh.nhs.uk/
You can find full details regarding the Job Description and Person Specification that is attached.
Person Specification
Communication & Relationship Skills
Essential
- Good communication and interpersonal skills
- Good organisation skills
- Ability to prioritise workload
- Ability to work well in a team and also on own initiative
Knowledge, Training & Experience
Essential
- Good level of general education, grade c or above in English language and maths GCSE equivalent
- Experience of working within the NHS or a large organisation of similar size and volume of
- Excellent administrative and organisation skills
- Ability to work unsupervised and use own initiate
Desirable
- Knowledge, Training & Experience
- Knowledge of ICS/RIS/Insight/ ICE or similar information systems that support the business function in the NHS
Planning & Organisational Skills
Essential
- Management of own office environment and workload
- Happy to provide cross cover
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Royal National Orthopaedic Hospital NHS Trust
Address
Stanmore
Brockley Hill
Stanmore
HA7 4LP
United Kingdom
Employer's website
https://www.rnoh.nhs.uk/ (Opens in a new tab)