Band 4 - Admin Controller - UCLH - London

University College London Hospitals NHS Foundation Trust (UCLH) are searching for a passionate and experienced Admin Controller to join their highly skilled team.

UCLH, situated in the West End of London, is one of the largest NHS trusts in the United Kingdom and provides first class acute and specialist services both locally and to patients from throughout the UK and abroad.

The new state-of-the-art University College Hospital which opened in 2005,  is the focal point of the Trust alongside six cutting-edge specialist hospitals. UCLH was one of the first trusts to gain foundation status.

The Role:

The role of Patient Booking Coordinator is key to ensuring our patients are supported and assisted from the first contact they have with UCLH.  The post holder is required to provide a responsive call handling service, process complex referrals and book appointments, and provide patients or service users with any information they need prior to visiting one of our services.  The Patient Booking Coordinator is expected to role model positive behaviours and practice, providing support and guidance to colleagues as required.

Main Duties and Responsibilities:

Call Handling

Answer inbound telephone calls promptly, and in a polite and friendly manner.

Respond appropriately to queries, using all available information sources to provide a response.

Proactively provide relevant and helpful information to patients and colleagues.

Responsible for resolving complex queries from patients or colleagues.  Where a query cannot be resolved, responsible for identifying who can resolve the issue and ensuring resolution.

Make outbound calls as required to patients, GP’s, GDPs and other referrers.

Appointment Booking

Book first appointments in line with the Trust’s Access Policy and Appointment management and Booking in Turn SOP, taking responsibility for complex booking.

Reschedule complex appointments in line with the Trust’s Elective Access Policy and Local policy and Appointment management SOP.

Ensure patient pathway status is identified and appointments booked accordingly, in line with regulatory access targets and as set out in the Elective access policy to ensure that all appointments made by the central team are in line with access targets. 

 Print appointment letters and send relevant information or preparation to patients in advance of their appointments

Proactively identify potential appointment capacity issues and work with the specialty teams to address the issue, using analysis and problem-solving skills. 

Responsible for identifying vacant slots on a daily basis and filling them, to ensure maximum clinic utilisation in line with local policy.

Process clinic cancellations, amendments or reduction requests submitted with 6 weeks’ notice and ensure that the associated administration is completed and that patients are informed.

Monitor the appointments cancelled by patients via SMS workqueue and complete follow up actions in line with local policy.

Monitor the DNA workqueue for first appointments and reschedule/ discharge in line with local policy.

Referrals Administration

Receive new referrals via eReferral system and tertiary and GDP referrals via letters and email and check Epic to see if the patient has been previously registered with a hospital number.

Ensure the relevant referral forms are completed and sent by the referrer if required.

Register all patients who do not already have a hospital number, in line with the Patient Registration SOP and that no duplicate records are created.

Add referrals for patients on Epic, complete relevant fields in referral navigator and allocate the referral to the appropriate specialty, using knowledge and judgement to assign complex referrals to the correct specialty and in line with the Referral Management SOP.

Scan and upload any relevant referrals documents into referral navigator.

Input triaging information from Epic to eReferral system by monitoring the relevant workqueues.

Contact referrers to clarify the information provided in referrals if this is unclear or incomplete and ensure all communication to the referrers are recorded within the referral navigator.

Use tact, negotiation and persuasion to ensure that referrals are graded by the specialty in a timely fashion, and follow up with specialty teams where referrals are not graded in the expected time frame in line with the Elective access policy.

Communicate a consultant’s decision not to treat or accept the referral back to the GPs and GDPs and patient if required, ensuring documentation is sent to the referrer and patient using the referral workqueues.

Understand the rules of RTT management and know how to apply them when needed e.g. voiding pathway for rejected referral and escalate any issues to the supervisor.

Dispose of old referrals in line with the Trust’s Information Governance policy and the Document Management SOP.

Responsible for liaising with the private and overseas patient’s team, in order to identify NHS eligibility for treatment using local SOPs.

Support the team leader with escalation of any out of date criteria referral forms to the specialty teams and ensuring updated versions are made available to the referrers.

Requirements:

Educated to GCSE level or equivalent, with Grade C or above in English and Maths.

Knowledge of the full range of administrative procedures, acquired through training and previous experience of working in an administrative environment.

Experience of working in a non-routine environment, with demonstrable evidence of problem solving and resolving issues as they arise (acquired through experience and/or training to Vocational level 4 or equivalent).

Experience of working in a customer facing environment, resolving queries and using initiative to ensure first-class service delivery. Ability to make decisions in a constantly changing environment using judgement to deal with queries or escalate where necessary.

Advanced keyboard skills, and competent use of IT.

Able to deal with sensitive information with tact, diplomacy and understanding.

We are so grateful for the commitment and focus of our Bank Staff, so in return we offer the following advantages:

• Access to free Bank Partners Core Skills training.
• Guaranteed line of work.
• Weekly pay.
• Competitive pay.

Apply now for this fantastic career-progressing opportunity by attaching your CV, and a member of our recruitment team will be in contact with you shortly.

Bank Partners is an employment agency/employment business (as defined by the Conduct of Employment Agencies and Employment Businesses Regulations 2003) and is acting on behalf of its client in relation to this vacancy.