About this role
Job summary
We are looking for a new Bank Patient Administrator to join our Manchester site. The hours for this role will be variable.
Main duties of the job
As youd guess from the title this role involves carrying out different administrative duties and its a varied role you could be booking patients into their appointments, making and answering phone calls, sending and replying to emails, managing the post and sending letters or dealing with enquiries. Our clinics are busy so were looking for someone who loves working in a fast-paced environment where every day is different.
We need someone who is incredibly customer focussed and enjoys meeting and talking to people the thought of eye surgery can be a daunting prospect for patients to deal with, so all our team members need to be empathetic and friendly and able to put patients at ease.
About us
Newmedica is one of the leading providers of NHS ophthalmology services in England, delivering outpatient appointments, diagnostic testing and eye surgery to change lives through better sight and eye health.
Were proud to have been certified as a Great Place to Work for the third year running and listed among the UKs top 30 Best Workplaces for 2026 recognition that reflects how colleagues feel about working here.
Our Purpose is to change lives through better sight and eye health, and our Vision is to end avoidable sight loss in every community we serve; we live our values every dayCommercial, Courageous, Compassion, Collaborative and Curious.
Job description Job responsibilities
Reporting to the Service Manager, As Patient Administrator you would be responsible for ensuring that clinics are set up, that patient appointments are fully utilised and that appointment outcomes are recorded and filed. You will be managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Newmedica's electronic patient record is up to date.
Patient Administrators are also the central point of contact for all telephone queries from both patients and clinic staff.
Our coordinators will have a friendly and accessible personal manner and be able to deliver an effective administrative service to the clinic. They will be able to work within small teams to maintain and enhance processes to maximise quality and efficiency. Newmedica has developed a strong relationship with the local CCG and the local Trust.
They will work without direct supervision whilst maintaining an efficient professional manner assisting in the booking of appointments in a timely manner as per the correct pathways; ensure operational and clinical governance protocols are maintained; healthcare and risk management standards are met whilst supporting the service and driving forward efficiency improvements working in conjunction with the service manager and the senior clinical assistant.
KEY RESPONSIBILITIES
Co-ordinate daily for all changes required to clinic schedules. This includes updating, EMMA, clinic reports/overview, and liaising with the ERS team. Contacting locums, substantive staff to ensure any gaps in the rota are filled. To manage the set up and utilization of clinic diaries. To book patient appointments, ensure that clinics are full. To make reminder calls to patients before their appointment is due. Ensure that all clinic correspondence is sent out. Printing and franking letters. To act as the central point of contact for all telephone enquiries from patients and clinic staff, resolving or escalating issues as appropriate. Maintaining a positive relationship with internal or external staff at every interaction. Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal processes, clinical audits, and research as required. Action all clinic cancellations accordingly as instructed. Take responsibility for reinstating clinics as necessary and rebooking all patients. Where necessary for training, staffing, or other operational purposes, implement changes to clinic start/finish times. Amend slot totals as necessary for restricted/reduced lists. Coordinate the daily, weekly, and monthly clinic schedules. Manage capacity and demand to achieve target utilization whilst analyzing and monitoring clinic activity. Identify any under or over capacity and escalate to the service manager.
Review waiting times and action accordingly. Have an autonomy to identify if additional clinics are required to reduce wait times and escalate this to the Service Manager. In contrast, identify and escalate to Service Manager where there may be too much capacity and where clinics may no longer be required. Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits. Take consideration of fluctuating DNA rates and cancellations. Book follow-up appointments at appropriate clinics, wherever possible before the patient leaves the department. Be aware of patients to be booked and manage this list appropriately with consideration of Referral Treatment Times (RTT) and patients due 4 weeks ahead. Consider whether adequate capacity is open to meet this demand. Book new and follow-up appointments for outpatients and theatre, giving patients choice but also adhering to clinical team requirements e.g. correct clinic, length of time for follow up. To raise awareness and liaise with Referral Management Centre's (RMC), Health Practices and Opticians providing weekly Indicative Wait Time (IWT) reports, NHS Choices, and service updates.
Knowledge and Expertise
To be able to accurately interpret all incoming appointment requests under their correct pathways for all sub-specialties and dissemination between CAs. To have a full understanding of the pathways and resources needed for various clinic appointments, e.g. whether a dual appointment is required (parallel appointments) and ensures the necessary appointments are available at the time of booking. To gain comprehensive knowledge of timetables for all clinicians over several clinical subspecialties and sites. To have a full understanding of the CQC regulatory standards. To understand and have a good working knowledge of the Newmedica databases, including EMMA.
General Administration
Can concentrate on various tasks and priorities whilst working in an unpredictable environment without supervision. To check all patient demographics when patients attend clinics. Provide weekly updates of clinic/theatre scheduling, utilization and any gaps. Provide general administration and support to Service Manager and CAs in the running of the service.
Customer Care
To act as a first point of contact for any queries or complaints from patients and any external agencies. Whilst Newmedica would not tolerate harassment or bullying, some callers (clients, carers and staff) may be distressed, anxious or aggressive through stress. Staff must be able to respond to all callers with tact, diplomacy, and kindness. Ensure all queries, voicemails, or messages are actioned and responded to in a timely manner.
Financial Responsibilities
All staff will support their managers to make efficient and effective use of resources. All staff are responsible for identifying any actual or potential deviation from budgets and are working with the budget holder to find effective ways of handling it. All staff must ensure they use resources in a manner consistent with organizational objectives and policies, ensuring that resources are realistic, justified, and of clear benefit to the organization.
Person Specification
Experience Essential
Exceptional administrator who can understand and deliver within a complex working environment. Good organizational skills and the ability to multi-task. Enjoy working with a range of people and can tailor their approach to a diversity of patient needs. Outstanding telephone manner with the ability to adapt approach to different situations. Excellent verbal and written communication skills. Committed to delivery of consistently high standards of administration. Self-starter with the ability to work on your own initiative, as well as working well within a team. Enjoy the routine and rhythm of a process-driven environment. Comfortable making a significant contribution to a small team. Able to balance working independently with appropriate escalation. Committed to delivery of consistently high standards of testing and administration. Proven customer service skills with a passion for customer care. Proven administrative skills including the ability to follow processes. Excellent computer skills. Comfortable with Microsoft Office products and the ability to learn new patient record systems.
Qualifications Essential
Educated to A level standard or equivalent. GCSE Maths and English.
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.
Employer details Employer name New Medical Systems Ltd
Address Newmedica
Unit 27, Cobra Court,
2 Blackmore Road, Stretford
Manchester
M32 0QY
United Kingdom
Employer's website https://www.newmedica.co.uk/ (Opens in a new tab)