Patient Support Administrator

• Act as a patient support administrator, offering impartial information on hospital providers, waiting times and appointment options.
• Handle patient, relative, carer and GP enquiries promptly, professionally and sensitively, protecting patient confidentiality at all times in line with data protection, information governance and service policies
• Support patients throughout the referral pathway, using TARS and the NHS e-Referral Service until care transfers to the provider.
• Manage patient transport requests, assess eligibility and advise ineligible patients about alternatives or travel-cost support.
• Arrange and coordinate appointments, referral records and patient transport, including out-of-area Extra Contractual Route journeys.
• Respond promptly and professionally to patient, carer, GP and healthcare-professional enquiries, including sensitive or complex calls.
• Maintain accurate and confidential patient information across booking, referral and transport systems, resolving or escalating errors.
• Check and process transport invoices, including responsibility for authorising eligible payments of up to £1,000 per day.
• Manage own workload, often across several tasks and interruptions whilst maintaining quality service
• Prioritise a varied workload, follow policies and procedures, support colleagues and new starters, and contribute to service improvement and data reporting.

Essential

• Knowledge of secretarial or administrative procedures and systems, acquired through experience and training to Vocational Level 3 or equivalent.
• Significant experience of dealing with large volumes of the general public.
• Experience in customer care /call centre.
• Considerable general clerical/office experience.
• Use Microsoft Office packages, including E-Mail, Electronic Calendar, Word, Access and Excel.