Job summary
We are seeking an enthusiastic and dedicated individual to join our MCSI booking team at The Robert Jones and Agnes Hunt Orthopaedic Hospital.
The MCSI Booking Co-ordinators provide a patient focused and responsive contact point for patients, ensuring all appointments are booked within specified time limits.
MCSI Booking Co-ordinators will manage their own delegated responsibility in operating a partial or full booking process receiving paper and electronic referrals for Outpatients and readmitted inpatients.
The successful applicant will have the ability to work in a fast-paced, busy environment working within a multi-disciplinary team, and will be able to multitask and prioritise their workload.
Under current Home Office Immigration Rules, this role does not meet the UK Visas and Immigration criteria and the position is not therefore eligible for sponsorship. Applications from candidates that require skilled worker sponsorship will NOT be shortlisted.
Main duties of the job
The MCSI Booking Co-ordinators will manage and co-ordinate the outpatient pathway from the acceptance of the referral, through to the outpatient appointment. To ensure appointments are booked according to the Consultants protocols, booking policies and procedures. Contributing to the overall efficient and effective running of all designated clinics.
Establish and maintain good working relationships with other Access staff, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.
Maintaining a clear and robust outpatient waiting list, monitoring clinic capacity to treat all patients on the outpatient waiting list, working closely with the Operational Manager.
About us
The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH)is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.
In the National Staff Survey, 74% of our staff would recommend the Trust as a place to work and 92% would recommend the hospital to a friend or relative for treatment.
Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role.We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities - including our recently-opened £6 million Headley Court Veterans' Orthopaedic Centre (the first unit of its kind in the UK).RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham.The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line.We are based in North Shropshire, close to the border with North and Mid Wales. It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.
Job description
Job responsibilities
- Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms and escalating these to consultants.
- Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Internal Patient Waiting Lists, Bluespier.
- To be fully compliant with Trust Patient Access Policy, Consultant booking rules and gain competence in the PAS system.
- Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust, and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessarily has enough time to be received.
- To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked.
- To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking, and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline.
- Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team, as necessary.
- Ensure all relevant documentation is scanned onto EPR and filed as appropriate.
- Liaise with Team Leader regularly to receive updates on waiting times and discuss and make recommendations to improve waiting list management.
- Ensure that patients receive all the relevant documentation pertaining to their appointment.
- Plan and liaise with consultants regarding appointments to enable prioritisation of work.
- Whilst arranging appointment dates use knowledge of clinic capacity.
- To constantly work adhering to the Access Policy, keeping abreast of changes as communicated by Senior Staff
- Re-arrange or cancel full clinics as directed by the operational manager (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.
- Re-arrange or cancel clinic appointments as requested by the patient (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.
- Provide detailed information for clinicians regarding their waiting lists.
- Provide a high level of customer care exchanging information with patients and staff regarding outpatient processes and procedures, such as discussions around individual needs, such as adjustments for patient appointments.
- Liaise with the Operational manager to ensure all clinics are utilised and planned efficiently. Notify Consultants on any factors they made need to know resulting in their clinic being affected.
- To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.
- To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.
- Communicate with the discharge team to ensure follow-up appointments are booked at a requested point of time, balancing needs, and requirements such clinic capacity and Consultant availability.
- Escalate appropriate issues to Consultants, operational Management and/or Team Leader.
- Regularly deal with queries from anxious patients or relatives (gaining appropriate confirmation of patients permission do so) when giving difficult messages such as delays to appointments which can often be met with high emotion, then requiring staff to utilise empathy and direct as appropriate.
- Deal with MCSI inbox daily along with personal email, responding in a prompt and correct manner.
- Participate in providing training within the Department, making sure individual training matrix is up to date.
- Maintain Lorenzo details and update patient details.
- Liaise with the Operational manager/Team leader re: changes, bookings, cancellations. This is to ensure that resources can be appropriately reallocated, as necessary.
- Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic when necessary.
- Participate in maintaining physical waiting list filing and general healthcare record filing system.
- Provide support to the Operational manager and Team Leader.
- To participate in general administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning and any other technology that may be introduced to support the Trusts systems and processes
- To contribute to the ongoing service improvement plans and policies for Outpatients, being open to changes to current practices and offering input into meetings/workshops as required.
- Participate in mandatory training and induction programmes as well as staff appraisal and objective setting.
- Expected to concentrate for lengthy periods of time (up to 2 hours), undertaking outcomes and analysis of Patient Target List.
- Individuals can expect frequent interruptions from patients calling the department and also colleagues requiring urgent support.
- There will be occasional exposure to verbal aggression whilst communicating unwelcome news which can be challenging such as delays to appointments.
- Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.
- To manage and co-ordinate the in-patient pathway from the decision to admit to the day of admission. Maintaining a clear and robust in-patient waiting list, monitoring suspension/deferrals and ensuring capacity to treat all patients on the waiting list is available working closely with the Operational Manager/Business Co-ordinator, Consultants and Urology Nurse.
- To support clinical staff in management of the National Spinal Injury Database where indicate
Job description
Job responsibilities
- Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms and escalating these to consultants.
- Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Internal Patient Waiting Lists, Bluespier.
- To be fully compliant with Trust Patient Access Policy, Consultant booking rules and gain competence in the PAS system.
- Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust, and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessarily has enough time to be received.
- To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked.
- To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking, and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline.
- Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team, as necessary.
- Ensure all relevant documentation is scanned onto EPR and filed as appropriate.
- Liaise with Team Leader regularly to receive updates on waiting times and discuss and make recommendations to improve waiting list management.
- Ensure that patients receive all the relevant documentation pertaining to their appointment.
- Plan and liaise with consultants regarding appointments to enable prioritisation of work.
- Whilst arranging appointment dates use knowledge of clinic capacity.
- To constantly work adhering to the Access Policy, keeping abreast of changes as communicated by Senior Staff
- Re-arrange or cancel full clinics as directed by the operational manager (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.
- Re-arrange or cancel clinic appointments as requested by the patient (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.
- Provide detailed information for clinicians regarding their waiting lists.
- Provide a high level of customer care exchanging information with patients and staff regarding outpatient processes and procedures, such as discussions around individual needs, such as adjustments for patient appointments.
- Liaise with the Operational manager to ensure all clinics are utilised and planned efficiently. Notify Consultants on any factors they made need to know resulting in their clinic being affected.
- To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.
- To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.
- Communicate with the discharge team to ensure follow-up appointments are booked at a requested point of time, balancing needs, and requirements such clinic capacity and Consultant availability.
- Escalate appropriate issues to Consultants, operational Management and/or Team Leader.
- Regularly deal with queries from anxious patients or relatives (gaining appropriate confirmation of patients permission do so) when giving difficult messages such as delays to appointments which can often be met with high emotion, then requiring staff to utilise empathy and direct as appropriate.
- Deal with MCSI inbox daily along with personal email, responding in a prompt and correct manner.
- Participate in providing training within the Department, making sure individual training matrix is up to date.
- Maintain Lorenzo details and update patient details.
- Liaise with the Operational manager/Team leader re: changes, bookings, cancellations. This is to ensure that resources can be appropriately reallocated, as necessary.
- Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic when necessary.
- Participate in maintaining physical waiting list filing and general healthcare record filing system.
- Provide support to the Operational manager and Team Leader.
- To participate in general administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning and any other technology that may be introduced to support the Trusts systems and processes
- To contribute to the ongoing service improvement plans and policies for Outpatients, being open to changes to current practices and offering input into meetings/workshops as required.
- Participate in mandatory training and induction programmes as well as staff appraisal and objective setting.
- Expected to concentrate for lengthy periods of time (up to 2 hours), undertaking outcomes and analysis of Patient Target List.
- Individuals can expect frequent interruptions from patients calling the department and also colleagues requiring urgent support.
- There will be occasional exposure to verbal aggression whilst communicating unwelcome news which can be challenging such as delays to appointments.
- Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.
- To manage and co-ordinate the in-patient pathway from the decision to admit to the day of admission. Maintaining a clear and robust in-patient waiting list, monitoring suspension/deferrals and ensuring capacity to treat all patients on the waiting list is available working closely with the Operational Manager/Business Co-ordinator, Consultants and Urology Nurse.
- To support clinical staff in management of the National Spinal Injury Database where indicate
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent experience
- GCSE English - Grade C/5 or above; Maths - Grade C/5 or above
Experience
Essential
- Reception/office experience
- MS Office computer software
Desirable
- Previous experience of working in NHS
Skills and Competencies
Essential
- The ability to prioritise and organise workload to meet business requirements and patient demand.
- The ability to write and legibly to external and internal colleagues and to patients using plain English.
- To be able to listen effectively and to provide a clear, concise and accurate information.
- The ability to work confidently using own initiative.
- Excellent written and verbal communication skills.
- Numeracy proficient and able to accurately sort numerically and alphabetically
- Strong interpersonal skills
- Tact and discretion when dealing with sensitive and confidential information
Desirable
- Able to use a variety of hospital computer systems, including PAS and SF4
Knowledge
Essential
- Knowledge of Microsoft Office / Competent in use of ICT
- Knowledge of outpatient and inpatient booking systems
Personal qualities and Trust Values
Essential
- To exemplify the Trust Values: Friendly - patients, colleagues, public are always put at ease and made welcome. Excellence - ensure the care we deliver has great outcomes for patients. Caring - put the patient first and be considerate of their needs. Professional - apply high professional standards to the role. Respect - for patients and each other.
- Willing to participate in continual professional development; attending training.
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent experience
- GCSE English - Grade C/5 or above; Maths - Grade C/5 or above
Experience
Essential
- Reception/office experience
- MS Office computer software
Desirable
- Previous experience of working in NHS
Skills and Competencies
Essential
- The ability to prioritise and organise workload to meet business requirements and patient demand.
- The ability to write and legibly to external and internal colleagues and to patients using plain English.
- To be able to listen effectively and to provide a clear, concise and accurate information.
- The ability to work confidently using own initiative.
- Excellent written and verbal communication skills.
- Numeracy proficient and able to accurately sort numerically and alphabetically
- Strong interpersonal skills
- Tact and discretion when dealing with sensitive and confidential information
Desirable
- Able to use a variety of hospital computer systems, including PAS and SF4
Knowledge
Essential
- Knowledge of Microsoft Office / Competent in use of ICT
- Knowledge of outpatient and inpatient booking systems
Personal qualities and Trust Values
Essential
- To exemplify the Trust Values: Friendly - patients, colleagues, public are always put at ease and made welcome. Excellence - ensure the care we deliver has great outcomes for patients. Caring - put the patient first and be considerate of their needs. Professional - apply high professional standards to the role. Respect - for patients and each other.
- Willing to participate in continual professional development; attending training.
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.
