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Full job description
The Optometry Department has over 200 members of staff and offers clinical services in refraction, low vision assessment, medical contact lenses, spectacle dispensing as well as extended roles. We have dedicated spectacle and contact lens laboratories.
We are seeking someone with good communication skills to join our busy Optometry Admin Team based at Moorfields Eye Hospital, City Road, London. Approximately 50% of your time will be spent on the telephone dealing with patients, payments, orders and suppliers. The remaining 50% of time will be spent on administrative duties including reception cover. Duties are on a rota basis to ensure a consistent and effective service.
This is for a full time post and a 3 day week post.
To apply for the above post, you must have GCSEs or equivalent, experience of working with the public, be IT literate and be able to work on your own initiative and under pressure. Previous reception experience and/or NHS experience is desirable.
To provide a professional, comprehensive and efficient clinic management, reception and administration service within the Optometry Department, including Spectacles & Contact Lenses.
To participate in a rota system to provide cross-cover for all admin/clerical roles within the department, to ensure a consistent and effective service.
To carry out duties relating to the collection, receipt and recording of all income received by spectacle manufacturing & contact lenses via the phone system for all satellite sites.
To answer patient queries relating to spectacle supply including MEH and Dept of Health policy. (Benefit entitlements etc).
Be the main point of contact for all calls coming into the department ensuring calls are transferred to the correct member of the team and where messages are taken they are recorded clearly and accurately in a timely manner.
To promote a positive image of the Trust’s Optometry services through the provision of excellent customer service to patients, relatives/carers, demonstrate a commitment to putting patients first.
To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping.
To ensure adherence to the Trust’s Access Policy at all times.
What’s in it for You?
At Moorfields, we invest in you—your growth, your wellbeing, your future.
You’ll join a flexible, supportive organisation offering:
- Competitive salary (including high-cost area supplement)
- Membership of the NHS Pension Scheme
- 24/7 independent counselling support
- Career-long learning and development opportunities
- Excellent transport connections
- Access to NHS and Blue Light discount schemes
- Free Pilates classes
- Full support and training to develop your skills
And so much more! To see the full range of benefits we offer please view our Moorfields benefits leaflet.
To be fully trained in the use of Acuitas spectacle & contact lens ordering system
To assist and advise patients who wish to make payments for spectacles or contact lenses
Process spectacles orders through the payment modules with Acuitas taking into consideration payments due and those already taken.
To be familiar with ranges of frames & contact lenses, to reorder for spectacle frame stock replenishment and also with range and types of lenses & contact lenses to replenish lens stock on the Acuitas system.
Liaise with the cashiers office for spectacle & contact lens payments and matching patient’s orders with payments received from Cashiers.
To take credit card payments over the telephone and apply to order on Acuitas in order to process order for spectacles & contact lenses.
Use WorldPay to send a payment by link. Process the order on Acuitas once the payment has been made.
To have a sound knowledge of the benefits system and to give coherent advice to patients and have an understanding of dealing with people who display challenging behaviour or have disabilities.
To provide spectacle vouchers for patients in receipt of means tested benefits as per DOH guidance.
To act as an authorised signatory for all spectacle manufacturer & contact lens invoices.
To ensure spectacle frames, lenses & contact lenses are ordered correctly and in a timely manner to maintain sufficient stock levels.
To order and maintain the stationery and administration supplies for the Optometry Department.
Reception & Clerical
To be fully trained in the use of PAS system.
Provide a high standard of receptionist and general administrative support to the department, include updating patient information, photocopying etc.
Ensure whiteboards are updated throughout the day with the correct clinic information and wait times.
To ensure that the waiting area has suitable information available and updated on a regular basis.
Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures.Ensure that patients are correctly identified on arrival at clinic.
Record the patient’s attendance at clinic, ensuring that the data relating to time of arrival, time of departure and any out patient procedure codes are accurately recorded on PAS.
Check patient information, i.e. address and general practitioner details are accurate and up to date and make any necessary alterations to the patient’s health record and PAS.
To identify all patient AIS requirements and record the data accurately on the Trust’s electronic system.
Make follow-up appointments as requested by the clinician within appropriate timeframes; as far as possible make all follow-up appointments by agreement with the patient before they leave the clinic.
Ensure patients are directed to the appropriate clinics if linked appointments.
Where issues and/or problems are identified with appointment booking, highlight these to the clinicians, ensuring they are addressed in accordance with the Trust’s Access Policy.
Ensure regular communication and liaison with the Optometrist and Dispensing Opticians working in clinics to keep them informed of any problems that may impact on the running to the clinic, e.g. patients arriving late.
Do Not Attend (DNA) and discharge patients in line with the Access Policy and ensure clinics are ‘cashed up’.
Deal with patients presenting at reception for collection of spectacles and contact lenses. Update the details on Acuitas.
Assist with reception telephone calls and enquires from staff members.
Be courteous and professional when dealing with patients, colleagues and other Departments.
Request patient’s hospital records as requested by other members of staff in the Optometry department and as necessary to help deal with other patient queries.
Ensure that all patient Health Records are appropriately tracked to the relevant service, using the case note tracking system on PAS.
Ensure that any notes requiring collection or delivery are stacked and labelled appropriately at the end of each clinic.
To collect and deal with appointments left in the Medical Records basket daily
Administration
Open and sort incoming mail.
To deal with patients written and verbal enquiries with regards to spectacles magnifiers, contact lenses & appointments etc in a polite and courteous manner.
Ensure that interpreters and transport are booked in a timely manner.
Send out clinic appointment letters promptly in order for patients to receive them in sufficient time for their appointment.
Post out spectacle prescription or spectacle vouchers – whichever is appropriate.
To be familiar with the requirements to reorder replacement spectacles using the Acuitas spectacle dispensing software and to replenish frame and lens stocks using this system.
To manage administration of Contact Lens orders.
Autonomously reorder replacement or repair to children’s spectacles taking into consideration MEH policy on Rx expiration and DoH policy on supply.
Verify patient’s DWP entitlement documentation to ensure false claims for free spectacles are not made. Familiarisation with all relevant means tested benefits is required.
Post spectacles, contact lenses and magnifiers to patients or telephone to collect if requested by patient and enter accordingly on Acuitas if posted or phoned for patient to collect.
To liaise with the Dispensing Opticians and spectacle glazing Lab regarding patient’s spectacle orders.
Liaise with CL suppliers regarding orders placed.
Participate in a rota system that provides cross-cover for other staff in the Optometry dept to ensure consistent and effective service is maintained during periods of annual leave/sickness.
Participate and assist with the collection of monitoring data as required.
Communication / phones
To be fully functional in use of the Netcall telephone system
Ensure that the telephone is answered promptly at all times.
Deal with telephone enquires from patients, carers and external agencies in relation to appointments and general enquires in a courteous, professional and efficient manner ensuring accurate records are maintained, both manual and electronic, and appropriate action is taken in a timely manner.
Liaise by phone with high street opticians requiring copies of spectacle prescriptions.
Liaise with patients by phone requiring copies of prescriptions / vouchers and explain entitlement and expiration issues.
Educational and personal development
To develop within the framework of a personal development plan as agreed with your manager.
To participate in training to achieve the competencies required to undertake the role under the supervision of your supervisor.
Undertake all mandatory training agreed for your role in a timely manner bringing to the attention of your line manager when training is overdue.
Listen to and be able to accept constructive feedback.
Participate in the induction and training of new staff within the team, sharing knowledge and expertise of the administrative processes, function and speciality specific knowledge.