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Diagnostic Appointments Administrator

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King's College Hospital NHS Foundation Trust

13d ago

  • Job
    Full-time
    Junior & Mid Level
  • People, HR & Administration
    Healthcare
  • London

AI generated summary

  • You must understand the 18-week RTT process, 2WW cancer pathway, and be proficient in Epic and data accuracy. Effective communication and compliance with Trust standards are essential.
  • You will schedule and manage patient appointments, handle inquiries, ensure data accuracy, assist clinical teams, and maintain communication with patients and staff in adherence to SOPs.

Requirements

  • It is essential for the role to demonstrate an excellent understanding of the 18-week RTT process and knowledge of the Trust’s Access Policy: an agreement to adhere to these policies according to National Trust Guidelines.
  • Understanding of the 2WW cancer pathway and processes, where appropriate.
  • Administrators must maintain efficient communication with patients, GPs, and internal staff, ensuring timely appointment confirmations and adjustments.
  • Data accuracy is a critical responsibility—administrators ensure all patients are correctly recorded on Epic, verifying waiting list details and escalating discrepancies as needed.
  • They are responsible for booking pre-operative assessments, diagnostics, and related procedures while processing daily orders in Epic within required timeframes.
  • Additionally, administrators are responsible for processing referrals, booking outpatient appointments via Epic and Alliance Medical RIS, and arranging interpreters as needed.
  • Administrators must be proficient in using Epic, Alliance Medical RIS, or equivalent systems, ensuring accurate data entry and updating patient records per Standard Operating Procedures (SOPs).
  • Responsibilities include verifying patient demographics during every interaction, flagging duplicate records, and escalating them for correction.
  • Administrators also support patients in registering for the MyChart App and direct them to the Helpdesk for technical support.
  • Additionally, they contribute to data quality workstreams, ensuring compliance with Trust standards and regulatory requirements.

Responsibilities

  • Assisting and supporting (including cross covering) other members of the administrative team across the department or division, including dealing with telephone calls and resolving simple enquiries for patients, their carer’s and visitors plus reception type duties when required.
  • Carry out designated administrative tasks under direction and with guidance, and following agreed standard operating procedures.
  • Scheduling of patients and the timely management of the workqueues in line with standard operating procedures.
  • The role requires clear, effective, and compassionate communication with patients, carers, visitors, and the multidisciplinary team, in line with the Trust’s values. Responsibilities include managing incoming telephone calls, responding to patient email queries, handling physical post, and overseeing the "In-Basket" function.
  • The administrator acts as the primary contact for the department, managing stakeholder queries and escalating complex issues to the appropriate clinical team. They provide reassurance and expected response times for escalated cases. Additionally, they handle patient correspondence, including "No Contact" letters and consultant-generated ad-hoc letters for insurance and other purposes.
  • The role involves proactive patient pathway management, including monitoring the Patient Tracking List (PTL) and escalating unresolved pathway issues. Responsibilities include scheduling patient appointments for diagnostics, inpatient stays, and non-complex PET-CT, Nuclear Medicine, and Bone Density scans.
  • Administrators must maintain efficient communication with patients, GPs, and internal staff, ensuring timely appointment confirmations and adjustments. They conduct reminder calls to reduce non-attendances and manage patient messaging via text reminder services.
  • Data accuracy is a critical responsibility—administrators ensure all patients are correctly recorded on Epic, verifying waiting list details and escalating discrepancies as needed. They are responsible for booking pre-operative assessments, diagnostics, and related procedures while processing daily orders in Epic within required timeframes.
  • Additionally, administrators are responsible for processing referrals, booking outpatient appointments via Epic and Alliance Medical RIS, and arranging interpreters as needed. They also assist clinical teams by collating patient information upon request.
  • This role provides administrative support to clinical teams, ensuring smooth workflow and timely correspondence management. Administrators oversee clinical staff inboxes, prioritizing and flagging high-priority messages for PET-CT, Nuclear Medicine, and Bone Density services.
  • Further responsibilities include supporting virtual clinic operations, monitoring the "InBasket" function for internal communication, managing clinic template amendments and cancellations, and scheduling patients per clinical diaries and local protocols.
  • Participation in team meetings ensures alignment with service priorities and continuous improvement initiatives.
  • Administrators must be proficient in using Epic, Alliance Medical RIS, or equivalent systems, ensuring accurate data entry and updating patient records per Standard Operating Procedures (SOPs).
  • Responsibilities include verifying patient demographics during every interaction, flagging duplicate records, and escalating them for correction. Administrators also support patients in registering for the MyChart App and direct them to the Helpdesk for technical support.
  • Additionally, they contribute to data quality workstreams, ensuring compliance with Trust standards and regulatory requirements.

FAQs

What are the primary responsibilities of the Diagnostic Appointments Administrator?

The primary responsibilities include scheduling patient appointments, managing incoming communications, coordinating patient care, providing administrative support to clinical teams, and ensuring data accuracy within the Radiology Information System.

What experience or knowledge is required for this role?

A sound knowledge of the Radiology Information System, understanding of the 18-week RTT process, and familiarity with the Trust’s Access Policy are essential. Training will be provided for specific procedures and protocols.

What is the work environment like?

The work environment is collaborative, as the Patient Administrator works as part of a multidisciplinary administrative team within the busy Nuclear Medicine and PET/CT Department at King’s College Hospital.

How can I contact patients and manage inquiries?

You will manage incoming telephone calls, respond to patient email queries, handle physical post, and oversee the department's "In-Basket" function to address patient and stakeholder inquiries effectively.

What systems will I be using in this role?

You will primarily use Epic and Alliance Medical Radiology Information System (RIS) for scheduling and managing patient data, along with other departmental tools for communication and administrative tasks.

Are there opportunities for professional development?

Yes, there are opportunities for training in specific systems and processes, as well as participation in team meetings focused on service priorities and continuous improvement.

Will I have to work directly with patients?

Yes, the role involves significant interaction with patients, including scheduling appointments, conducting reminder calls, and addressing patient queries and concerns.

Is knowledge of the cancer pathway processes necessary for this role?

Understanding of the 2WW cancer pathway and processes is desirable and relevant, especially for managing patient pathways effectively when applicable.

What is the importance of data quality in this position?

Data accuracy is critical for ensuring timely patient care, compliance with Trust standards, and effective management of patient records and pathways, necessitating diligent data entry and verification in the systems used.

What role does communication play in this position?

Clear, effective, and compassionate communication is essential for managing patient relationships, assisting multidisciplinary teams, and ensuring positive patient experiences throughout their care journey.

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King's College Hospital NHS Foundation Trust

One of the UK’s largest NHS Foundation Trusts, treating 1.5 million patients a year across 5 sites in SE London and Kent

Science & Healthcare
Industry
10,001+
Employees
1913
Founded Year

Mission & Purpose

King's College Hospital NHS Foundation Trust is a prominent NHS trust that provides comprehensive healthcare services across a range of specialties, including emergency care, surgical procedures, and specialist treatments. Its ultimate mission is to deliver outstanding patient care, driven by a commitment to excellence in clinical practice, research, and education. The trust's purpose is to ensure high-quality, accessible healthcare for all patients, advance medical knowledge through research and innovation, and support the training of future healthcare professionals, all while maintaining a compassionate approach to patient care.