Portsmouth Hospitals University NHS Trust

Clerical Officer. Outpatient Booking Centre

This job is now closed

Job summary

The Outpatient Booking Centre have an exciting opportunity for a clerical officer based at Rodney Road Portsmouth.

The Outpatient Booking Centre is a busy call centre, responsible for the management and booking of both follow up and new appointments for multiple specialities within PHT. Referrals to the Trust are received via paper and electronically

We are looking for an enthusiasticand highly motivated individual who will be at the heart of delivering patient centred care.

Applicants must have excellent organisational and communication skills, be able to work under pressure yet remain calm, polite and professional at all times, be flexible in your approach, be able to meet tight deadlines and like interaction with a wide variety of staff within the Trust.

Main duties of the job

To manage the outpatient waiting list ensuring waiting times and targets are achieved in accordance with the Trusts waiting list policy.To ensure that patient access times are delivered and that clinically urgent patients are treated appropriately.Categorise patients correctly and regularly validate patients on the waiting list as per waiting list policy, action and record all outcomesRemove patients from the waiting list where indicated (e.g. following DNA, patient request etc. see waiting list policy for guidance)Review weekly slot availability and supply timely & helpful information for divisions.Monitor referral patterns, clinic capacity and utilisation across a range of specialtiesAnalyse complex data and provide reports to senior clinicians and managers within specialties. Use this information and influencing skills to address any demand/capacity imbalances and waiting list issues

Offer patients appointment dates according to clinical priority and waiting time targets.

To follow the waiting list escalation policy where a patient is in danger of breaching the maximum waiting time and to advise the Divisional Waiting List Manager, Clinical Director and Directorate Manager if difficulties in meeting targets are being experienced.

About us

The Trust is committed to driving excellence in care for our patients and communities and was rated good by the Care Quality Commission report published 2020 and became a University Hospital. We are ranked as the third in the country for research; embedding education and training across the organisation and we continuously strive to achieve our core values which are at the heart of everything we do. The Trusts main hub is the Queen Alexandra Hospital, starting life as a military hospital over a century ago and now one of the largest hospitals on the south coast and you may have seen us on the TV series Nurses on the Ward. The Trust provides comprehensive secondary care and specialist services to a local population of 675,000 people across South East Hampshire. The Trust employs over 8,000 staff and are #ProudtobePHU; our patients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because its the right thing to do, but because it makes our hospital stronger. If you share our values and our enthusiasm for providing outstanding care and support for patients, colleagues and our community you will find a home at PHU. In recruiting for our team, we welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veterans status, colour, religion, disability, sexual orientation and beliefs.

Date posted

09 December 2022

Pay scheme

Agenda for change

Band

Band 2

Salary

£20,270 to £21,318 a year

Contract

Permanent

Working pattern

Full-time

Reference number

C8192-SD-22-1207B

Job locations

Outpatients Booking Centre

Illustrious Drive

Portsmouth

Hampshire

PO3 6GT

Job description

Job responsibilities

Specific Core Functions

Outpatient Clinic Administration

Receipt, sort and date stamp all referrals received into the department.

Be responsible for commencing patients 18 week clock when registering new referrals.

Amend patient demographics accordingly ensuring accurate data is recorded on PAS

Manage and maintain the new clinic templates for all specialties within the OBC ensuring they accurately reflect clinician availability..

Contact patients by letter or telephone to offer clinic appointments within set parameters.

Ensure patients are selected for appointments in accordance with the Trust weekly PTL.

Cancel/re-book or discharge patients as instructed by the specialty/clinician.

To manage Choose and Book referrals in accordance with Trust process ensuring no patient is inadvertently discharged or displaced.

Scan new referrals to relevant specialty for grading process as per agreed process/timeframe

Action grading results as per clinician instructions ensuring patients and referrers are kept informed

Monitor and action Appointment slot issues (ASIs) on a daily basis following department procedure.

Request referrals from GP surgeries as identified by ASI.

Process 2ww proformas within Trust targets.

Manage the new clinic templates as per specialty instructions to ensure all annual/study leave is recorded accurately.

Ensure 6 weeks notice is received for any reduction in clinic capacity.

Respond to calls promptly using persuasiveness, empathy, tact and reassurance as required

Deal with telephone enquiries from patients, other organisations and departments, taking appropriate action

Ensure all patient appointment confirmation letters are managed on a daily basis.

To identify and highlight opportunities for improved working processes

To escalate issues that impact on the department to a supervisor in a timely manner.