The Mid Yorkshire Teaching NHS Trust

Appointments and Referrals Co-ordinator

This job is now closed

Job summary

Are you ready for your next challenge?

Are you committed to improving patient services?

If yes we have an exciting opportunity for you!

We are looking for an Appointment and Referrals Coordinator to support the Cardiac Physiology Team.

The post holder will be working within a team in a fast-paced environment to support the co-ordination of patient appointments within Cardiac Physiology at Mid Yorkshire Teaching NHS Trust. Whilst using multiple IT systems and driving forward the digital agenda the role will encompass booking, pathway management and call handling. This involves close liaison with a wide range of internal and external staff and patients. The post holder will often be the first point of contact for patients into the department.

The post holder will ensure that patients are treated in clinical and chronological order in the appropriate setting, ensuring that appointment slots and clinics are utilised to maximum capacity. The individual will have awareness of when to make clear decisions and when to escalate to their team leader accordingly.

The post holder will support the department to deliver a professional and efficient patient focused appointment booking service in accordance with Trust policies and standards. This requires a high level of customer care often communicating with distressed and anxious patients and relatives in a sensitive and empathetic manner.

Main duties of the job

Work closely with the Team Leader and the Service Lead to identify capacity to meet the demand.

Deal with queries from patients and medical colleagues.

Manage the waiting list to ensure patients are booked in a timely manner.

Liaise with internal departments to manage the inpatient waiting lists.

About us

We provide care and support to over a million people in Wakefield and Kirklees in their homes, community settings and across our three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).

Always striving for excellence, we are at the forefront of innovation and research, and we invest in teaching and the development of our workforce.

We live by our values of caring, improving, being respectful and maintaining high standards. We listen and learn because we aim to make Mid Yorkshire the best place to work and receive care.

We value diversity and welcome talent and enthusiasm irrespective of age, disability, neurodivergence, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances including providing unpaid carers support to someone with a health and care need. As ethnic minority groups, members of the LGBTQ+ community, and people with a disability/neurodivergence are currently under-represented across the organisation, we encourage applications from members of these groups. We have policies and procedures to ensure all applicants are treated fairly and consistently.

We are proud of our staff networks - who offer valuable guidance and feedback from those with lived experience.

We have a clear vision and you could be part of this! If you share our values and you want to make a difference to the lives of our patients and their families and carers, we would love to hear from you.

Date posted

13 September 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year pro-rated for part time positions

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

C9377-MED2252

Job locations

Pinderfields Hospital

Aberford Road

Wakefield

West Yorkshire

WF1 4DG

Job description

Job responsibilities

Key Responsibilities

Develop and maintain the ability to use and simultaneously navigate a range of computer systems including Patient Administration System, the electronic referral system, patient records, order communication system, digital call handling system, Microsoft packages, particularly Excel
The post holder will be required to work in a fast paced environment, with the ability to manage competing demands whilst multitasking with the possibility of multiple interruptions.
To frequently sit and concentrate using multiple computer screens for a substantial proportion of the working day, inputting accurate information using varying computer systems at the same time, often whilst speaking to a patient.
To provide a dedicated service to individual specialties, working in partnership with a multi-disciplinary team including clinical and administrative colleagues to keep outpatient clinics utilised to optimum levels.
Using Excel, extract and filter patients from the New Waiters and Follow Up PTL, Patient Tracking List, to ensure patients selected are in clinical priority and chronological order in line with local and national targets prior to booking.
Book, cancel and rearrange appointments in line with the Trusts Patient Access Policy ensuring slots are offered to patients giving reasonable notice.
To have a clear understanding of patient pathways and episodes ensuring patients are supported safely through their pathway be this routine, cancer or acute.
To be responsible for managing a patient pathway within the eReferral system by way of booking appointments, monitoring pathways, redirecting and rejecting referrals whilst liaising with and escalating to clinical and management teams as appropriate.
Using digital systems to collate clinic capacity schedules on a daily basis, problem solving slot issues and escalating risks where necessary.
To support the Patient Access Team Leader in collating information for the weekly service Access and Performance meetings.
The post holder will be responsible, for registering new patients on the Trust Patient Administration System, ensuring all information is data quality checked against the National Patient System
To be accountable for adding new patient referrals to the Trust Patient Administration System ensuring new Consultant or Nurse episodes are created on the system correctly.
Collating new patient referrals and ensuring these are distributed to the clinical teams for patient triage in a timely manner, keeping an effective tracking record of all referrals and actioning appropriately on return with timely escalation of risk for outstanding referrals.
The post holder will be responsible for proactively managing internal appointment requests via the Order Comms System, rolling on the referrals if appropriate and having an understanding of the requirements stated on the form by utilising the patient episode screen.
The post holder will be responsible for managing specialty email inboxes for their service which regularly contain clinical escalation and prioritisation of patient appointments, ensuring that all emails are dealt with and actioned in a timely and efficient manner to maintain service delivery and patient safety.
Develop knowledge of a wide range of specialities to enable accurate booking of appointments in line with Trust policy and specialty guidelines.
Ensure patients are managed in line with the Trust Access policy for DNA and cancellations, alerting the Clinician where appropriate taking into account child protection and safeguarding of children and adults.
Escalate to Patient Access Team Leader on a weekly basis any patients who rearrange on multiple occasions so that these can be clinically validated and safeguarding risks assessed.
To maintain departmental specialty booking guidelines ensuring these are maintained and up-to-date for individual specialities.
To ensure all calls are answered in line with departmental service level agreement ensuring call quality is maintained for a positive patient experience and in line with departmental key performance indicators.
To ensure all calls are logged with the appropriate phone coding to aid service redesign and development.
To deal effectively with calls from internal and external stakeholders of varying complexities ensuring a positive resolution or transfer to relevant department as necessary.
To assist with the confidential management of all types of patient records both electronically and paper to maintain confidentiality and security in line with Trust policies and procedures.
Ensure a high standard of customer service is provided at all times to all service users in a helpful, courteous, empathetic, reassuring and diplomatic manner.
The post holder will be required to often communicate sensitive and sometimes distressing information to patients, relatives and carers.
The post holder will be expected to have a knowledge and awareness of the communication requirements of patients, relatives and carers in line with Accessible Information Standards. To use confident interpersonal skills to enable effective communication with all.
The post holder will at times be the first point of contact for patient complaints. They must have the ability to show compassion and understanding and support with the initial investigation to the concerns raised and an awareness of when to escalate to a formal process.
Evaluate, prioritise and proactively manage incoming post on a daily basis. Ensuring inappropriate referrals are returned to the referring care provider and consideration of clinical escalation of potential expedite of patients care.
The post holder will be required to accurately scan patient referrals to Trusts electronic patient records ensuring data quality and patient safety.
Assist with other booking teams within Access Booking and Choice when required to ensure efficient service delivery.
To attend regular departmental meetings and be compliant with the departments Mandatory Training. Attendance at least half of the meetings each year is an expectation.
To carry out general administration duties and provide clerical assistance as required, prioritising own workload on a daily basis while recognising when it is appropriate to escalate to a manager.
To assist in the training of new colleagues, offer ongoing support and knowledge share with other members of the Outpatients Team, in order to gain an understanding of the wider outpatient service.

Job description

Job responsibilities

Key Responsibilities

Develop and maintain the ability to use and simultaneously navigate a range of computer systems including Patient Administration System, the electronic referral system, patient records, order communication system, digital call handling system, Microsoft packages, particularly Excel
The post holder will be required to work in a fast paced environment, with the ability to manage competing demands whilst multitasking with the possibility of multiple interruptions.
To frequently sit and concentrate using multiple computer screens for a substantial proportion of the working day, inputting accurate information using varying computer systems at the same time, often whilst speaking to a patient.
To provide a dedicated service to individual specialties, working in partnership with a multi-disciplinary team including clinical and administrative colleagues to keep outpatient clinics utilised to optimum levels.
Using Excel, extract and filter patients from the New Waiters and Follow Up PTL, Patient Tracking List, to ensure patients selected are in clinical priority and chronological order in line with local and national targets prior to booking.
Book, cancel and rearrange appointments in line with the Trusts Patient Access Policy ensuring slots are offered to patients giving reasonable notice.
To have a clear understanding of patient pathways and episodes ensuring patients are supported safely through their pathway be this routine, cancer or acute.
To be responsible for managing a patient pathway within the eReferral system by way of booking appointments, monitoring pathways, redirecting and rejecting referrals whilst liaising with and escalating to clinical and management teams as appropriate.
Using digital systems to collate clinic capacity schedules on a daily basis, problem solving slot issues and escalating risks where necessary.
To support the Patient Access Team Leader in collating information for the weekly service Access and Performance meetings.
The post holder will be responsible, for registering new patients on the Trust Patient Administration System, ensuring all information is data quality checked against the National Patient System
To be accountable for adding new patient referrals to the Trust Patient Administration System ensuring new Consultant or Nurse episodes are created on the system correctly.
Collating new patient referrals and ensuring these are distributed to the clinical teams for patient triage in a timely manner, keeping an effective tracking record of all referrals and actioning appropriately on return with timely escalation of risk for outstanding referrals.
The post holder will be responsible for proactively managing internal appointment requests via the Order Comms System, rolling on the referrals if appropriate and having an understanding of the requirements stated on the form by utilising the patient episode screen.
The post holder will be responsible for managing specialty email inboxes for their service which regularly contain clinical escalation and prioritisation of patient appointments, ensuring that all emails are dealt with and actioned in a timely and efficient manner to maintain service delivery and patient safety.
Develop knowledge of a wide range of specialities to enable accurate booking of appointments in line with Trust policy and specialty guidelines.
Ensure patients are managed in line with the Trust Access policy for DNA and cancellations, alerting the Clinician where appropriate taking into account child protection and safeguarding of children and adults.
Escalate to Patient Access Team Leader on a weekly basis any patients who rearrange on multiple occasions so that these can be clinically validated and safeguarding risks assessed.
To maintain departmental specialty booking guidelines ensuring these are maintained and up-to-date for individual specialities.
To ensure all calls are answered in line with departmental service level agreement ensuring call quality is maintained for a positive patient experience and in line with departmental key performance indicators.
To ensure all calls are logged with the appropriate phone coding to aid service redesign and development.
To deal effectively with calls from internal and external stakeholders of varying complexities ensuring a positive resolution or transfer to relevant department as necessary.
To assist with the confidential management of all types of patient records both electronically and paper to maintain confidentiality and security in line with Trust policies and procedures.
Ensure a high standard of customer service is provided at all times to all service users in a helpful, courteous, empathetic, reassuring and diplomatic manner.
The post holder will be required to often communicate sensitive and sometimes distressing information to patients, relatives and carers.
The post holder will be expected to have a knowledge and awareness of the communication requirements of patients, relatives and carers in line with Accessible Information Standards. To use confident interpersonal skills to enable effective communication with all.
The post holder will at times be the first point of contact for patient complaints. They must have the ability to show compassion and understanding and support with the initial investigation to the concerns raised and an awareness of when to escalate to a formal process.
Evaluate, prioritise and proactively manage incoming post on a daily basis. Ensuring inappropriate referrals are returned to the referring care provider and consideration of clinical escalation of potential expedite of patients care.
The post holder will be required to accurately scan patient referrals to Trusts electronic patient records ensuring data quality and patient safety.
Assist with other booking teams within Access Booking and Choice when required to ensure efficient service delivery.
To attend regular departmental meetings and be compliant with the departments Mandatory Training. Attendance at least half of the meetings each year is an expectation.
To carry out general administration duties and provide clerical assistance as required, prioritising own workload on a daily basis while recognising when it is appropriate to escalate to a manager.
To assist in the training of new colleagues, offer ongoing support and knowledge share with other members of the Outpatients Team, in order to gain an understanding of the wider outpatient service.

Person Specification

Qualifications

Essential

Sound educational background 5 GCSE Grade C 4 or above
NVQ 3 in Business Administration or equivalent experience
ECDL or equivalent experience

Desirable

NVQ 3 in Customer Service

Skills and Abilities

Essential

Computer literate, experience of using all Microsoft packages
Excellent organisational skills
Able to work under pressure & to strict deadlines
Able to work effectively across departmental boundaries
Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using sensitivity and diplomacy when required Demonstrate knowledge of dealing with public/conflict
Demonstrate a caring manner with an understanding disposition
High standard of accuracy
Flexibility and able to adapt to change
Frequent prolonged use of IT and telephones

Desirable

Understanding of office practice and procedures
Understanding of medical terminology
Ability to react to unpredictable issues

Experience

Essential

Experience of working with multiple computer software programmes such as Microsoft Office, Patent Administration System, ICE
Working within a multidisciplinary team
Experience of working in a customer service environment
Excellent communication skills to overcome barriers of understanding Working in a demanding and fast paced environment and ability to cope with regular interruptions and changes to work priorities
Experience of collating data
Ability to organise self, working to deadlines and ensuring quality standards.
Experience of scheduling / coordination activities and/or resources.

Desirable

Knowledge of NHS standards and targets
Communication with patients in a healthcare setting

Person Specification

Qualifications

Essential

Sound educational background 5 GCSE Grade C 4 or above
NVQ 3 in Business Administration or equivalent experience
ECDL or equivalent experience

Desirable

NVQ 3 in Customer Service

Skills and Abilities

Essential

Computer literate, experience of using all Microsoft packages
Excellent organisational skills
Able to work under pressure & to strict deadlines
Able to work effectively across departmental boundaries
Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using sensitivity and diplomacy when required Demonstrate knowledge of dealing with public/conflict
Demonstrate a caring manner with an understanding disposition
High standard of accuracy
Flexibility and able to adapt to change
Frequent prolonged use of IT and telephones

Desirable

Understanding of office practice and procedures
Understanding of medical terminology
Ability to react to unpredictable issues

Experience

Essential

Experience of working with multiple computer software programmes such as Microsoft Office, Patent Administration System, ICE
Working within a multidisciplinary team
Experience of working in a customer service environment
Excellent communication skills to overcome barriers of understanding Working in a demanding and fast paced environment and ability to cope with regular interruptions and changes to work priorities
Experience of collating data
Ability to organise self, working to deadlines and ensuring quality standards.
Experience of scheduling / coordination activities and/or resources.

Desirable

Knowledge of NHS standards and targets
Communication with patients in a healthcare setting

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.

Certificate of Sponsorship

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