Access to Care Advisor

Location: UPMC Institute for Health Mallow

Job type: Fixed Term

Overview of role:

The Front of House Administrator is a key member of the Access to Care team at UPMC 4th Practice, Mallow. This role supports the seamless delivery of patient services, from initial contact through to consultation, diagnostics, and potential onward intervention, while ensuring that UPMC’s high standards of quality and patient safety are upheld. Working at front of house, the Administrator is responsible for managing face-to-face, telephone, and email queries, coordinating clinic schedules, handling payments, managing referrals, and supporting consultants and the multidisciplinary team (MDT). This role requires exceptional communication skills, strong technological proficiency, and a passion for delivering a first-class patient experience. This is a fixed term contract for 6 months. This is a part time contract, 18 hours / 2 days per week.

Primary Duties and Responsibilities:

• Support Access to Care and enhance the patient experience.
• Deliver efficient scheduling and monitoring of clinics and room utilisation.
• Ensure compliance with healthcare protocols and support reporting to maintain patient safety standards.
• Coordinate with the wider UPMC network across Ireland for diagnostic, medical, and surgical follow-up.
• Assist the Access to Care Team Lead with operational and performance reporting.
• Act as the first point of contact for patients at front of house, greeting, registering, and assisting in a professional and courteous manner.
• Handle incoming and outgoing calls, emails, and patient queries efficiently and empathetically.
• Schedule and manage consultant and clinic appointments, including theatre bookings, ensuring optimal utilisation.
• Manage incoming and outgoing referrals, ensuring timely triage and follow-up.
• Liaise with external hospitals and diagnostic providers to gather patient reports (e.g., scans, pathology, histology).
• Coordinate with the wider multidisciplinary UPMC network for further investigations and specialist interventions.
• Operate confidently across multiple electronic health records (EHRs) including Complete GP, IPMS, iMedDoc, and TPRO (Training provided).
• Collect patient payments (cash, card, and digital), issue receipts, and reconcile daily accounts.
• Process and maintain billing and invoicing records, ensuring accuracy and compliance.
• Maintain clear, efficient, and up-to-date filing systems, both digital and physical.
• Produce medical reports and ensure timely distribution to referring GPs and consultants.
• Maintain ongoing communication and collaboration with clinical staff, hospital departments, and support services.
• Adhere to GDPR and UPMC data protection standards in managing confidential information.
• Support operational improvements and contribute to audit, reporting, and patient safety initiatives.
• Cover colleagues during periods of leave and contribute to cross-functional support as needed.
• Deliver training or onboarding for temporary/relief/front-of-house staff.