Medical Administrator

Wessex Fertility
£18,000 - £19,000 dependent on experience
19 Oct 2016
18 Nov 2016
Contract Type
Main purpose

To handle all inbound calls from patients requesting an Initial Consultation appointment and the supporting administrative work, including answering patient queries and sending out all relevant paperwork in line with agreed time frames.

Key responsibilities

- To handle all inbound calls from patients requesting an Initial Consultation
- Undertake the relevant administration, including patient registration and resolution or escalation of all initial patient queries for privately funded patients
- To process NHS referrals, including booking initial consultation appointments, registration and resolution of queries from both the patient and the NHS
- To create Initial Consultation packs, including all consent forms and information
- To book hycosy and Rapid Fertility Assessment appointments
- To process all relevant patient e-mails received in to the 'info@' e-mail box, within 24 hours
- Liaise with Satellite Clinics, to ensure patients have a smooth transition in to their treatment cycle
- Escalate any patient issues, or concerns regarding patient waiting times for Initial Consultation appointments
- To record work volumes and provide monthly statistics, including tracking patients who have attended Patient Seminars, to measure the rate of conversion
- To update and maintain documentation relating to the Initial Consultation Process for both privately funded and NHS patients
- Take an active part in developing the processes and procedures related to the role of Medical Administrator
- To ensure that the server is backed up, when the Medical Secretary is on leave
- Liaising with The Medical Specialist Group(MSG) to ensure the IC appointments in Guernsey are booked in line with agreed dates and to ensure that patients receive all necessary information, forms and invoices where relevant
- To maintain own paperwork and patient files appropriately and accurately
- Play an active part in training and development events

The above will be reviewed as required, in consultation with the post holder. It is offered as a guide to the key responsibilities and duties, but does not preclude other issues that may arise between reviews of performance and review of the job description.


The post holder must maintain confidentiality of information about patients, staff and other Company business in accordance with the Data Protection Act 1998. In circumstances where it becomes known that a member of staff has communicated such information to an unauthorised person, that staff member will be liable for dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information.

Terms and conditions

Permanent post subject to 6 month probation period.

Full-time 37.5 hours per week

Annual leave entitlement 35 days (inc Bank Holidays), with leave year starting on 1 January.

Uniform provided.

Person Specification



Education and qualifications

- GCSE Maths and English

Experience and knowledge

- Min 3 years patient/customer service experience

Skills and abilities

- Empathy and understanding of the needs of patients
- Ability to communicate effectively with patients over the telephone and in writing
- Good working knowledge of MS Office
- Ability to use patient databases and other software effectively
- Excellent time management skills
- Calm under pressure
- Commitment to delivering a high-quality service to patients
- Excellent attention to detail

Personal qualities

- Flexible and self-motivated
- Strong team player


- Right to work in the UK
- Satisfactory DBS check


- NVQ in Customer Service Skills or Business Administration

- 5 years varied front & back office experience
- Experience of working in a medical facility