Band 3 Community Patient Services Administrator

Job Summary

We have an exciting opportunity to work within the Dental Community Services within Birmingham Community Healthcare Foundation Trust.

We are currently expanding our team and would welcome you to apply for this great opportunity. We have multiple permanent Patient Services Administrator vacancies available to support various clinics across Birmingham & Black Country.

Locations Include: Sandwell, Dudley, Walsall and Birmingham.

The successful candidates will be based within a clinic and will be part of a multidisciplinary team, working closely with the clinicians and Nurses, supporting the patients experience within our Dental Services.

Paediatrics and Special Care are our main patient groups, and this role will be pivotal in supporting the patients experience within our service.

We are looking for a caring, responsive and dedicated individual(s).

Main duties of the job:

1. Providing Dental Reception cover for our busy Community Dental Service clinics.
2. Greeting Patients and checking demographics.
3. Managing Patient enquiries through email and telephone communication.
4. Supporting clinical team with admin related tasks.
5. Preparing and organising clinical notes for sessions.
6. Taking Payments of dental charges.
7. Booking management to include Bookings, Cancellations, and Rescheduling.
8. Data Validation as required.
9. Waiting list management to support patient pathway.
10. Participate in Daily Team huddles and specialty meetings.
11. Diary Management.
12. Digital Patient booking systems.

We are looking for individuals with a pro-active approach, good organisational and communication skills and a good knowledge of IT software/systems.

About Us
BCHC has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehab Centre and one of Europe's leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to 'Be Part of Our Team' and work with a Foundation Trust which is continuously striving for best care and healthy communities, we want to hear from you.

Date posted: 04 April 2025
Pay scheme: Agenda for change
Band: Band 3
Salary: £24,625 to £25,674 a year per annum
Contract: Fixed term
Duration: 12 months
Working pattern: Full-time
Reference number: 820-7089647-DEN
Job locations:
Stourbridge Health Centre
John Corbett Drive
Stourbridge
DY8 4JB

Job Description
Job responsibilities:

1. First point of contact for all service users and visitors to the clinic reception greeting in a professional and friendly manner.
2. The post holder will be responsible for handling cash from patients as required and ensure that the cash process is adhered to within each clinic.
3. Responsible for the management of clinics and waiting lists within their Specialty Management Group.
4. Prepare and update clinical records for all patients booked within Dental Services ensuring that appropriate records such as referral letters are attached/ scanned appropriately in accordance with Trusts Policies and Procedures.
5. Support clinic preparation by identifying and chasing any missing information such as histopathology, blood results, imaging etc.
6. To handle any face to face and telephone queries or complaints and escalate as and when necessary.
7. Responsible for the management and booking of appointments on the Electronic Dental Records (EDR) and Patient Administration System (PAS).
8. Responsible for contacting patients who have not attended their appointments in order to ascertain the reason why and re-book a new appointment, if appropriate.
9. Responsible for carrying out any clinic changes/cancellations on the PAS system in accordance with Dental Services Standing Operating Procedures (SOPs).
10. Supporting the Dental Services on national targets e.g. 18 week Referral to Treatment (RTT).
11. Ensure patients are offered a choice of appointment in line with national guidance, wherever possible.
12. Ensure that all patients outcomes are updated on the EDR at the end of each day.
13. Liaise with transport and interpreting services when required.
14. Liaising closely with and responding to the queries from all stakeholders both internally and externally relating to appointments and activity.
15. Ensuring all referrals e-mail and letters are date-stamped and registered on PAS within 24 hours of receipt.
16. Ensure all clinical and non clinical correspondence is date stamped and pass to the appropriate staff member.
17. Responsible for collecting missing demographics details from referrals.
18. Ensure that all clinics slots are fully utilised to avoid wasted capacity.
19. Ensure that patients who have either i) requested changes to their appointment or ii) have had their appointment changed by clinicians, are offered appropriate revised appointment dates over the telephone.
20. Ensure all short-notice rescheduling of appointments are entered onto PAS and followed up with a telephone confirmation with the patient/carer.
21. Ensure accurate data inputting of clinic activity onto PAS.
22. Liaise with clinicians regarding any queries with data quality.
23. Ensure all activity forms are filed appropriately and within a timely manner.
24. Provide general non clinical information to patients and staff while maintaining confidentiality.
25. Participate in the rotational tasks across Specialty Management Groups.
26. Monitor and validate local waiting lists and bring patients appointments forward when possible.
27. Actively contribute to the development and delivery of local Standard Operating Procedures (SOPs).
28. To be involved in, and to undertake, in accordance with Data Protection Act.
29. Partaking in an annual appraisal and agreeing a personal development plan.
30. To take part in any pilots/trials of technology/audits in relation to clinic activity collection.
31. Create clinical records for all new patients.
32. Maintaining up to date filing, ensure archiving of all patients correspondence in line with Trust record keeping policy.
33. Assist the Team Leaders with updating and archiving clinical records and patient administration systems.
34. General Administrative tasks as required.
35. Management of departmental e-mail account.
36. Where identified, assist new employees or work experience placements with on the job training or shadowing for administration tasks related to the role.
37. Post holder will follow the escalation policy to ensure that any issues with clinic times, waits, data inputting are raised with the Team Leader/Specialty Manager.
38. Using own initiative to complete duties and escalate when unable to do so.

Person Specification
Qualifications Essential:

1. GCSE/CSE level C or equivalent in Mathematics and English or equivalent administrative experience.
2. RSA 2 or equivalent in typing or word processing.
3. Level 3 NVQ in Business Administration or equivalent administrative experience.

Experience Essential:

1. Previous administrative experience.
2. Previous experience of working with the general public.
3. Experience of working with a wide range of professionals.

Skills/Knowledge Essential:

1. Excellent communication and organisational skills.
2. Excellent keyboard skills.
3. Evidence of extensive use of computer programmes; Outlook, Microsoft Office, Excel.
4. Ability to work as a member of a team.
5. Ability to use own initiative and prioritise workload.
6. Outstanding Customer Service Skills.
7. Ability to suggest and implement new procedures.
8. Ability to follow tasks through to completion.
9. Ability to work under pressure.

Desirable:

1. Knowledge of information systems i.e. PAS, RiO.

Personal Qualities Essential:

1. Able to work on own initiative and be self motivated.

Desirable:

1. Has call centre/reception experience.

Other job requirements Essential:

1. Ability to travel between clinics to cover when required.

Desirable:

1. Has full driving licence / access to a vehicle.

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: Birmingham Community Healthcare NHS FT
Address: Stourbridge Health Centre, John Corbett Drive, Stourbridge, DY8 4JB
Employer's website: Birmingham Community Healthcare NHS FT