Job summary
The Outpatient Co-ordinator will have ownership of all outpatient pathway through the Palliative Care service from start to end, and in conjunction with the MDT Co-ordinator will supervise members of staff within the department, delegating work as appropriate.
The post holder will provide efficient and effective clerical services including the management of outpatient referrals, booking of appointments, and typing of clinic letters, in line with Trust and Departmental standards.
The post holder will ensure that the quality of data recorded in the Patient Administration System for all outpatient activity is of the highest quality, regularly monitoring data quality reports and taking corrective action where required.
The post holder will support the management team with ensuring adequate capacity within the service to meet outpatient demand. This will involve managing the consultant annual leave process, regular review of clinic structures, and optimising clinic utilisation.
Main duties of the job
- Ensure all referrals into the service are dealt with efficiently in line with Trust procedures, adding the referral to the appropriate access plan ensuring all details are accurately recorded.
- Liaise with clinical staff to ensure referral letters are graded as per the agreed procedure.
- Use relevant EPR Systems and National Tracing Service to search for previous records or register the patient as appropriate, ensuring accuracy in data entry and avoiding duplication of records.
- Communicate effectively with patients, relatives and other healthcare professionals internally and externally via telephone, with occasional requirement for face-to-face contact.
- Book / adjust appointments in line with agreed procedures, ensuring all relevant patient systems are updated and appointment information is communicated effectively to patients in a timely manner via the appropriate method e.g. Post / telephone.
About us
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria.
Person Specification
Education adn Qualifications
Essential
- 2 or more GCSE's or equivalent, to include English Language & Mathematics (C/4 grade or above)
- NVQ Level II in Business Administration / Customer Service / IT or be able to demonstrate the equivalent experience
- Medical terminology qualification or equivalent qualification / experience
- Typing qualification OCR 2 or equivalent qualification/ experience
Desirable
- IT qualification e.g. European Computer Driving Licence, Microsoft Office or equivalent
Experience
Essential
- Significant clerical experience gained from working within a patient administration department in a hospital setting
- Experience of dealing with members of the public / patients
- A demonstrable understanding of the importance of data quality and the impact of poor quality on operational systems
- Experience of dealing with confidential and personal issues with sensitivity
- Experience of dealing with and validating data
- Experience of delivering work in accordance with standard operating procedures.
- Secretarial experience including audio-typing correspondence/letters
- Experience of using a Patient Administration Systems and Electronic Patient Record systems
- Work experience of inpatient, outpatient or waiting list management
- Experience of working within a multi-professional setting
Desirable
- Experience of providing day to day supervision of staff
- Experience of participation in service improvement initiatives
- Experience of teaching others e.g. work based skills to colleagues
Skills and Knowledge
Essential
- Good interpersonal skills and the ability to develop relationships with colleagues of different disciplines and levels of seniority
- Excellent computer skills with demonstrable knowledge and skills using Microsoft Office packages including Outlook, Excel and Word.
- Strong organisational skills with the ability to plan and prioritise workload to ensure strict / conflicting deadlines are met
- Understanding of data protection issues and the ability to maintain confidentiality at all times
- Ability to work under pressure and at a fast pace in changing and potentially stressful situations with both patients and colleagues
- Ability to communicate effectively with both patients and colleagues, including the ability to discuss sensitive issues, demonstrating tact and empathy
- Ability to work as part of a team and independently with minimal supervision
- Ability to work as part of a team and independently with minimal supervision
Desirable
- Awareness of Health & Safety in the workplace
Personal Qualities
Essential
- Flexible and adaptable approach with an enthusiastic and proactive "Can Do" attitude
- Demonstrate honesty, integrity, fairness and tenacity in line with PROUD values
- On-going commitment to personal development and improvement
- Committed to providing the highest levels of patient care
- Polite, courteous, engaging and respectful
- Ability and willingness to perform the duties of the role at any Trust site or at any other site where the Trust is responsible for delivering activity aligned to this post.
Person Specification
Education adn Qualifications
Essential
- 2 or more GCSE's or equivalent, to include English Language & Mathematics (C/4 grade or above)
- NVQ Level II in Business Administration / Customer Service / IT or be able to demonstrate the equivalent experience
- Medical terminology qualification or equivalent qualification / experience
- Typing qualification OCR 2 or equivalent qualification/ experience
Desirable
- IT qualification e.g. European Computer Driving Licence, Microsoft Office or equivalent
Experience
Essential
- Significant clerical experience gained from working within a patient administration department in a hospital setting
- Experience of dealing with members of the public / patients
- A demonstrable understanding of the importance of data quality and the impact of poor quality on operational systems
- Experience of dealing with confidential and personal issues with sensitivity
- Experience of dealing with and validating data
- Experience of delivering work in accordance with standard operating procedures.
- Secretarial experience including audio-typing correspondence/letters
- Experience of using a Patient Administration Systems and Electronic Patient Record systems
- Work experience of inpatient, outpatient or waiting list management
- Experience of working within a multi-professional setting
Desirable
- Experience of providing day to day supervision of staff
- Experience of participation in service improvement initiatives
- Experience of teaching others e.g. work based skills to colleagues
Skills and Knowledge
Essential
- Good interpersonal skills and the ability to develop relationships with colleagues of different disciplines and levels of seniority
- Excellent computer skills with demonstrable knowledge and skills using Microsoft Office packages including Outlook, Excel and Word.
- Strong organisational skills with the ability to plan and prioritise workload to ensure strict / conflicting deadlines are met
- Understanding of data protection issues and the ability to maintain confidentiality at all times
- Ability to work under pressure and at a fast pace in changing and potentially stressful situations with both patients and colleagues
- Ability to communicate effectively with both patients and colleagues, including the ability to discuss sensitive issues, demonstrating tact and empathy
- Ability to work as part of a team and independently with minimal supervision
- Ability to work as part of a team and independently with minimal supervision
Desirable
- Awareness of Health & Safety in the workplace
Personal Qualities
Essential
- Flexible and adaptable approach with an enthusiastic and proactive "Can Do" attitude
- Demonstrate honesty, integrity, fairness and tenacity in line with PROUD values
- On-going commitment to personal development and improvement
- Committed to providing the highest levels of patient care
- Polite, courteous, engaging and respectful
- Ability and willingness to perform the duties of the role at any Trust site or at any other site where the Trust is responsible for delivering activity aligned to this post.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
