Job summary
This post is part of a professional multi-skilled team, working within the appointment booking, prepping & reception team within the Child Development Centre
The key responsibilities of this role is the booking, preparing and reception of out-patient clinics. Liaise with consultants, junior medical staff, allied health professionals, nurses, medical secretaries, central records library and out-patient staff.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
- Responsible for the booking, preparing and reception of out-patient clinics
- Liaise with consultants, junior medical staff, allied health professionals, nurses, medical secretaries, central records library and out-patient staff.
- Responsible to undertake the role of appointment officer for Allied Health Professionals, Nursing Staff, Consultant Paediatricians, Visiting Consultant Teams and their support staff.
- The Community Paediatric Service Line is a busy team which provides a service to children within Plymouth and the surrounding area with a variety of health needs.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
PRIMARY DUTIES & AREAS OF RESPONSIBILITY
- Register new patients on iPMS (Information Patient Management System), ensuring double registration does not occur.
- Maintain out-patient follow-up waiting lists. Ensure that all referrals are put onto iPMS following the guidelines set out in the Trusts Access Policy.
- Ensure Choose and Book patients are correctly appointed on iPMS and send confirmation letters to the patient.
- Prepare hospital notes for clinics in line with Trust Waiting List and Directorate Policies.
- Invite new patients in chronological order for clinical outpatient sessions in conjunction with clinicians booking rules.
- Book follow-up appointments in chronological order for clinical outpatient sessions in conjunction with clinicians booking rules.
- Book follow-up appointments that have been requested by wards/medical secretaries in line with the follow-up waiting list procedures.
- As required, telephone patients with urgent/last minute appointments.
- Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints.
- Take appropriate actions when clinic capacity alters, e.g. cancellations, over-bookings etc.
- Notify appropriate out-patient staff of changes/cancellations to clinics.
- Follow procedures for: requesting case notes, organising contents of case notes, requesting and printing clinic attendance lists.
- Ensure all case notes arriving into and departing from the department are traced on iPMS.
- Reception for the out-patient clinics. Book follow-up appointments when instructed to do so by the consultant or place on follow-up waiting list.
- To ensure there is adequate stationery and request supplies with relevant admin personnel.
- To assist the line manager in training other members of staff, as requested and able to cover opposing areas if requested by line manager.
- To carry out any other clerical duties as determined by the line manager.
- Work within the framework of the Trusts Waiting List Policy and Access Policy notifying the line manager of relevant issues in a timely manner.
COMMUNICATIONS & WORKING RELATIONSHIPS
- Receive and deal with confidential and sensitive telephone enquiries from patients. Be able to handle patient complaints.
- Liaise with various departments and professionals within the hospital and outside agencies via verbal and written communication.
- To be a team member within the office and able to multi skill within the various areas.
- To work closely with other admin and clerical staff within the division.
WORKING CONDITIONS
- Communicating with distressed patients and/or parents/carers of patients, ensuring relevant information is obtained and forwarded to consultant(s)/team and/or secretary in a timely manner.
- Able to communicate sympathetically with parents/carers of children with terminal illnesses.
- Extra care taken in ensuring confidential information is given to legal guardian of patient only.
- Able to maintain concentration on task during periods of interruption.
OTHER
1. Requirement to exert physical effort when dealing with vast quantities of notes and X-rays.
2. Sitting in a restricted position for long periods of time and working in cramped conditions.
3. Exceptionally busy and stressful workload.
Job description
Job responsibilities
PRIMARY DUTIES & AREAS OF RESPONSIBILITY
- Register new patients on iPMS (Information Patient Management System), ensuring double registration does not occur.
- Maintain out-patient follow-up waiting lists. Ensure that all referrals are put onto iPMS following the guidelines set out in the Trusts Access Policy.
- Ensure Choose and Book patients are correctly appointed on iPMS and send confirmation letters to the patient.
- Prepare hospital notes for clinics in line with Trust Waiting List and Directorate Policies.
- Invite new patients in chronological order for clinical outpatient sessions in conjunction with clinicians booking rules.
- Book follow-up appointments in chronological order for clinical outpatient sessions in conjunction with clinicians booking rules.
- Book follow-up appointments that have been requested by wards/medical secretaries in line with the follow-up waiting list procedures.
- As required, telephone patients with urgent/last minute appointments.
- Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints.
- Take appropriate actions when clinic capacity alters, e.g. cancellations, over-bookings etc.
- Notify appropriate out-patient staff of changes/cancellations to clinics.
- Follow procedures for: requesting case notes, organising contents of case notes, requesting and printing clinic attendance lists.
- Ensure all case notes arriving into and departing from the department are traced on iPMS.
- Reception for the out-patient clinics. Book follow-up appointments when instructed to do so by the consultant or place on follow-up waiting list.
- To ensure there is adequate stationery and request supplies with relevant admin personnel.
- To assist the line manager in training other members of staff, as requested and able to cover opposing areas if requested by line manager.
- To carry out any other clerical duties as determined by the line manager.
- Work within the framework of the Trusts Waiting List Policy and Access Policy notifying the line manager of relevant issues in a timely manner.
COMMUNICATIONS & WORKING RELATIONSHIPS
- Receive and deal with confidential and sensitive telephone enquiries from patients. Be able to handle patient complaints.
- Liaise with various departments and professionals within the hospital and outside agencies via verbal and written communication.
- To be a team member within the office and able to multi skill within the various areas.
- To work closely with other admin and clerical staff within the division.
WORKING CONDITIONS
- Communicating with distressed patients and/or parents/carers of patients, ensuring relevant information is obtained and forwarded to consultant(s)/team and/or secretary in a timely manner.
- Able to communicate sympathetically with parents/carers of children with terminal illnesses.
- Extra care taken in ensuring confidential information is given to legal guardian of patient only.
- Able to maintain concentration on task during periods of interruption.
OTHER
1. Requirement to exert physical effort when dealing with vast quantities of notes and X-rays.
2. Sitting in a restricted position for long periods of time and working in cramped conditions.
3. Exceptionally busy and stressful workload.
Person Specification
Qualifications and skills
Essential
- Educated to GCSE 9-4 (A-C) in Maths and English or NVQ Level 2 in relevant field or equivalent demonstrable experience
Aptitude & Abilities
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels
- Keyboard skills
- Time management skills
- Ability of work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines
- Organisational skills
Desirable
- Understanding the Trust's waiting list policy within the work place
Knowledge & Experience
Essential
- Previous demonstrable clerical experience
Desirable
- Previous demonstrable experience of working in a large clinical business.
- Demonstrable experience in working with the general public
- Proven knowledge of iPM
Disposition Attitude Motivation
Essential
- Team member
- Able to work calmly and methodically when working in a busy environment with a busy workload
- Proactive, takes own initiative
Desirable
- Willingness to learn and develop in a challenging environment
Other Factors
Essential
- Flexibility to cover colleagues during absences
- Demonstrate an understanding of confidentiality
Person Specification
Qualifications and skills
Essential
- Educated to GCSE 9-4 (A-C) in Maths and English or NVQ Level 2 in relevant field or equivalent demonstrable experience
Aptitude & Abilities
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels
- Keyboard skills
- Time management skills
- Ability of work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines
- Organisational skills
Desirable
- Understanding the Trust's waiting list policy within the work place
Knowledge & Experience
Essential
- Previous demonstrable clerical experience
Desirable
- Previous demonstrable experience of working in a large clinical business.
- Demonstrable experience in working with the general public
- Proven knowledge of iPM
Disposition Attitude Motivation
Essential
- Team member
- Able to work calmly and methodically when working in a busy environment with a busy workload
- Proactive, takes own initiative
Desirable
- Willingness to learn and develop in a challenging environment
Other Factors
Essential
- Flexibility to cover colleagues during absences
- Demonstrate an understanding of confidentiality
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).
