Job summary
Patient Access Services is a busy and diverse area that books outpatient and inpatient appointments/operations for patients and we are looking for person who is interested in this full time role.
The post holder's main focus will be to work within the Outpatient Booking Team. Full training will be provided.
The post holder will be required to ensure that they provide a patient centred approach at every stage of the patient journey, and ensuring potential breaches of RTT (referral to treatment) waiting times are avoided or escalated to the relevant manager.
Applicants will need to be a good team worker as well as able to work independently. They will need to be flexible, and be able to use their own initiative working proactively with colleagues to ensure waiting time targets are achieved. The post holder will be responsible for prioritising own workload and ensuring data quality and customer service are met to a high quality standard.
Previous applicants need not apply.
Main duties of the job
To work as a flexible member of a team to carry out clerical duties within the Patient Access Services giving support to patients, medical staff and the management process, maintaining an effective customer focused service.
About us
Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Job description
Job responsibilities
Key Responsibilities
Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.
Ensure all relevant patient information is recorded on the Trusts PAS system and updated accordingly, including early offers of operation date.
To be the point of contact in the Trust for booked admission enquiries from patients.
Work flexibly and provide cross cover for colleagues in the Department.
Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.
Communication
Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.
To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.
Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.
Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.
Liaise with reception staff regarding clinics and follow up appointments
Service Improvement/ Team Development
Be involved in the development & revision of protocols & processes as required.
To participate in the training and induction of new starters and work experience.
Data Quality
Ensure any data entries are accurate and good record keeping is maintained at all times.
Ensure waiting lists are regularly validated to ensure accurate.
Monitor patient pathways to ensure patients dont breach their 18 week pathways.
Job description
Job responsibilities
Key Responsibilities
Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.
Ensure all relevant patient information is recorded on the Trusts PAS system and updated accordingly, including early offers of operation date.
To be the point of contact in the Trust for booked admission enquiries from patients.
Work flexibly and provide cross cover for colleagues in the Department.
Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.
Communication
Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.
To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.
Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.
Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.
Liaise with reception staff regarding clinics and follow up appointments
Service Improvement/ Team Development
Be involved in the development & revision of protocols & processes as required.
To participate in the training and induction of new starters and work experience.
Data Quality
Ensure any data entries are accurate and good record keeping is maintained at all times.
Ensure waiting lists are regularly validated to ensure accurate.
Monitor patient pathways to ensure patients dont breach their 18 week pathways.
Person Specification
Qualifications
Essential
- Good general education
- NVQ level 2 Customer Service/ Administration or equivalent
- European Computer Driving Licence (ECDL) or RSA Stage II/III Typing
- NVQ 3 Customer Service/ Administration or equivalent knowledge
Experience
Essential
- Previous customer service experience
- Previous clerical experience
Desirable
- Previous Healthcare/NHS experience
Skills
Essential
- Articulate and able to communicate clearly: verbally and written
- Good interpersonal skills - able to work as a team
- Able to use initiative and show practical skills and dexterity
- Competent to communicate with all grades of staff and public
- Knowledge and use of outlook, excel and word
- Ability and experience in managing own workload
- Demonstrates initiative and use of innovative and lateral thinking in problem solving
- Good analytical skills to ensure good knowledge and experience in balancing theatre lists/clinic mix
Desirable
- Knowledge of Patient Administration System
- Good understanding of clinical procedures in order to manage waiting list
- Knowledge of Medical terminology
Personal Qualities
Essential
- Responsible and reliable
- Able to use own initiative
- Able to work effectively as a team member
- Co-operative and flexible
- Recognises own limitations
- Receptive to change
- Professional manner
- Adhere to patient confidentiality
- Able to work under pressure and meet deadlines
Desirable
- Able to implement new ideas to benefit patients, staff and working environment
Other Job Requirements
Essential
- Keen to develop personal skills
- Demonstrate ability to work flexibly and ability to multi task
Person Specification
Qualifications
Essential
- Good general education
- NVQ level 2 Customer Service/ Administration or equivalent
- European Computer Driving Licence (ECDL) or RSA Stage II/III Typing
- NVQ 3 Customer Service/ Administration or equivalent knowledge
Experience
Essential
- Previous customer service experience
- Previous clerical experience
Desirable
- Previous Healthcare/NHS experience
Skills
Essential
- Articulate and able to communicate clearly: verbally and written
- Good interpersonal skills - able to work as a team
- Able to use initiative and show practical skills and dexterity
- Competent to communicate with all grades of staff and public
- Knowledge and use of outlook, excel and word
- Ability and experience in managing own workload
- Demonstrates initiative and use of innovative and lateral thinking in problem solving
- Good analytical skills to ensure good knowledge and experience in balancing theatre lists/clinic mix
Desirable
- Knowledge of Patient Administration System
- Good understanding of clinical procedures in order to manage waiting list
- Knowledge of Medical terminology
Personal Qualities
Essential
- Responsible and reliable
- Able to use own initiative
- Able to work effectively as a team member
- Co-operative and flexible
- Recognises own limitations
- Receptive to change
- Professional manner
- Adhere to patient confidentiality
- Able to work under pressure and meet deadlines
Desirable
- Able to implement new ideas to benefit patients, staff and working environment
Other Job Requirements
Essential
- Keen to develop personal skills
- Demonstrate ability to work flexibly and ability to multi task
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
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).
