Band 3 - Dialysis and Outpatient Administrator

The Dialysis & Outpatient administrator is responsible for providing a front-line
reception service to the unit/centre and for delivering a high standard of customer care
to a wide range of client groups, including the unit/centre’s multi-disciplinary team,
patients, relatives and their carers.

The post-holder must play a proactive role in collecting, investigating, verifying and
recording a high standard of patient demographic and treatment data. The post holder
must accurately and in a timely manner enter such information on the computerised
patient information system to ensure that the trust receives the appropriate level of
income for patient activity, avoids the potential clinical risks inherent with inaccurate
patient records and is compliant with national NHS targets (e.g. on data quality and
length of patient wait).

Royal Free World Class Values
The post holder will offer World Class Care to service users, staff, colleagues, clients and

patients alike so that everyone at the Royal Free can feel:
1. Provide a proactive, high quality comprehensive reception services to the unit/centre and outpatient clinics. Use their customer service skills to help resolve queries and to achieve a high standard of customer satisfaction.
2. Operate security entry system to the unit/centre as required.
3. Demonstrate sensitivity, tact and diplomacy where appropriate, for example when acting as a first point of contact to distressed or anxious relatives.
4. Simultaneously deliver a proactive and high quality customer service to a wide range of client groups, including (but not limited to) patients, relatives, carers, nurses, unit/centre managers, matrons, patient pathway co-ordinators, therapists, clinicians, other healthcare professionals, staff from other departments.
5. Suggest to the Kidney Care Centres Dialysis and Outpatient Manager any changes to local working practices that may benefit customer care and/or improve the administrative and reception service at the unit/centre.
6. Deal with telephone enquiries or refer to the relevant person, whilst ensuring that accuracy, clarity, confidentiality and courtesy are prioritised at all times.
7. Represent the trust in a professional manner at all times.
8. Ensure that medical notes are available for all relevant clinics. Liaise with renal outpatient department and the medical records department at the Royal Free Hampstead site to ensure that medical notes are transported to the unit securely and in a timely manner.
9. Be responsible for all patient transport and interpreter bookings for outpatient clinics, regular day attendances (dialysis treatments) and inpatient or ward stays if necessary.