Job summary
The Trust's Outpatient Service is divided over 5 locations within the Fulham Wing, Outpatients East, Outpatients West, Outpatients Mezzanine, Paediatric Outpatients, and the Appointments Office.Outpatient Administrative Coordinators provide leadership across these areas. The Outpatient Services Administrator supports the Outpatient Service in delivering the highest standard in patient administration.The post holder will be responsible for demonstrating the Trusts core values whether providing an outpatient reception service, appointment telephone service or liaising with colleagues across departments to ease patient pathways in outpatient clinic sessions.The post holder will be responsible for ensuring that all new appointments are booked within internal milestones with tests coordinated (imaging etc) and pre-booked to achieve 2 Week Wait (2WW) Cancer and 18-Week Referral to Treatment (RTT) targets.
Main duties of the job
Communicationo Ensure that the telephone line to the Appointments Contact Centre is responded to meetingall contact centre SLA's ensuring that calls are dealt with efficiently and to highcommunication standards.o Ensure all calls are responded to by applying the Trust contact centre script as part of theorganisation's patient experience objectives and as an extension of our core behaviours andvalues.o Support the registration, referral approval and booking processes in accordance with SLA's,Trust Patient Access policy and national targets.2o Ensure all new bookings have had tests coordinated to support a rapid clinical outcome tosupport delivery of national targets.o Adherence to the Trusts Data Quality (DQ) standards, NHS number compliance and ensuringaccurate patient and GP demographic data is recorded in Trust systems accurately to supportincome generation.o Support centralised referral management and ensure all referrals are registered and sent forapproval within SLA's.o Report to senior staff any complaints arising within the department and ensure that this isrecorded in DATIX.o Provide a welcoming service to all patients and initiating a DQ check for patient and GPdemographic data to ensure that it remains up to date ahead of any consultationo Ensuring that the service robustly informs patients if there is a known delay to the clinic andthe reason for it at the point of the patient arriving in clinic
About us
Outpatient Services at the Brompton Hospital welcomes approximately 90,000 patients each year. We are a specialist Heart and Lung Trust offering services across a number of sites at the Brompton Hospital campus.
Patients experience a high standard in clinical care and the Outpatient Service aims to match that same sustained excellence administratively. Our established team of administrators, nurses and health care assistants are passionate and dedicated in delivering high standards. We have a number of areas within the Brompton campus where outpatient services are delivered.
Ambulatory care is an area of growth and there are exciting developments in this area. Outpatient Services has also recently begun communicating patient appointments via digital messaging which has enabled the service to win a sustainability award as well achieve our aim to be lean. We are currently focussed on innovating, driving solutions that enable the Trust to continue to deliver a high standard clinical and administrative care.
An opportunity has arisen in Outpatient Services for Outpatient Administrator Band 3. The ideal candidate will possess a keen eye for detail, accustomed to delivering a high standard in productivity, efficiency, organisation, communication (written and oral) and good computer skills. Working in a patient centred service it is an expectation that candidates have the necessary attributes to deliver a positive patient experience.
Job description
Job responsibilities
Provide a high standard of service is always to patients and visitors. To greet all patients in a welcoming and friendly manner as ambassadors of the Outpatient Service Check patient demographics (full name, date of birth, full address including postcode, next of kin,GP details) and fully update PAS at the time at each outpatient episode and interaction with thepatient via the Appointment Contact Centre. To ensure that patients are provided the earliest reasonable offer date providing 3 clear weeksnotice of their appointment and tests (imaging, exercise test etc) are coordinated ahead of theirconsultation.
To ensure that patients are communicated with after a did not attend (DNA) to ascertain reasonsto support the clinical decision to complete routine discharge or rebook clinically urgentpathways. Be aware of and abide by, the Trust Infection Prevention and Control policies and procedures andto take personal responsibility for preventing infections and cross infection amongst patients, staffand visitors. Ensure test results are completed and available ahead of each outpatient clinic. Ensure that electronic patient records have been prepared ahead of each outpatient clinicsessions within local SLAs. Ensure that all electronic patient records are return to the Medical Records Service within SLAs tosupport 24-hour scanning into Evolve. Ensure transport assessment forms are completed with clinical approval for all transport patientsattending clinic and returning within 6 months. Comfort patients and act as a chaperone if required. Provide assistance as required for any patients with mobility problems. Direct or escort patients to other departments for pre-consultation tests / investigations Look after the clinic needs of the consultants and their teams. Ensure that outpatient wait areas are always tidy and safe for all services users.
Job description
Job responsibilities
Provide a high standard of service is always to patients and visitors. To greet all patients in a welcoming and friendly manner as ambassadors of the Outpatient Service Check patient demographics (full name, date of birth, full address including postcode, next of kin,GP details) and fully update PAS at the time at each outpatient episode and interaction with thepatient via the Appointment Contact Centre. To ensure that patients are provided the earliest reasonable offer date providing 3 clear weeksnotice of their appointment and tests (imaging, exercise test etc) are coordinated ahead of theirconsultation.
To ensure that patients are communicated with after a did not attend (DNA) to ascertain reasonsto support the clinical decision to complete routine discharge or rebook clinically urgentpathways. Be aware of and abide by, the Trust Infection Prevention and Control policies and procedures andto take personal responsibility for preventing infections and cross infection amongst patients, staffand visitors. Ensure test results are completed and available ahead of each outpatient clinic. Ensure that electronic patient records have been prepared ahead of each outpatient clinicsessions within local SLAs. Ensure that all electronic patient records are return to the Medical Records Service within SLAs tosupport 24-hour scanning into Evolve. Ensure transport assessment forms are completed with clinical approval for all transport patientsattending clinic and returning within 6 months. Comfort patients and act as a chaperone if required. Provide assistance as required for any patients with mobility problems. Direct or escort patients to other departments for pre-consultation tests / investigations Look after the clinic needs of the consultants and their teams. Ensure that outpatient wait areas are always tidy and safe for all services users.
Person Specification
Customer Service
Essential
- Customer Service bakcground
Desirable
- Customer Service NVQ Level 3
Communication Skills
Essential
- Verbally convey in an organised structure complex information
Desirable
- Convey in an organised structure complex information in writing
NHS Targets
Essential
- An understanding of the internal milestones that support NHS Targets
Desirable
- A le to provide specific detail of internal milestones which support NHS Targets
Person Specification
Customer Service
Essential
- Customer Service bakcground
Desirable
- Customer Service NVQ Level 3
Communication Skills
Essential
- Verbally convey in an organised structure complex information
Desirable
- Convey in an organised structure complex information in writing
NHS Targets
Essential
- An understanding of the internal milestones that support NHS Targets
Desirable
- A le to provide specific detail of internal milestones which support NHS Targets
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).
