Job responsibilities
Handling inbound and out bound calls
Booking, cancelling and rearranging Outpatient appointments
Maintaining a high standard of customer service
Checking patients in for Outpatient appointments
Management of notes (tracering, requesting, etc.)
Setting up of clinics for day
Providing admin support to the Clinical team in the daily running of clinics
Use of hospital systems to effectively support the management of the patient journey
Managing clinic capacity
Managing pending lists and wait times
Processing new referrals from external and internal sources
Managing theatre and secretary request spreadsheets
To work in accordance with the Trust policies at all times
To wear the Patient Administration Uniform in accordance with Trust policy
To ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trusts Patients Access Policy
To ensure the systems of managing appointments for patients who have failed to attend (DNAs) are in accordance with the Trust DNA policy
To ensure patients are treated with courtesy, dignity and respect at all times in accordance with the Trust values
To use the relevant IT systems to ensure patient appointments are managed correctly and efficiently in line with the departments Standard Operating Procedures
- To complete all department related administration tasks accurately and efficiently as required
To ensure that when a patient or referrer cancels a routine appointment and no further appointment is required that the waiting list and referral entries are closed on PAS
When booking a patients appointment at short notice to ensure that the patient case notes are requested and the relevant prepping clerk is informed. Where the appointment is booked after clinic prep cut off times before the clinic, the required case notes will need to be prepared and taken to the appropriate reception area
To ensure that the correct new outpatient waiting list entry is added to PAS after receiving referral letters
To ensure the correct following waiting list entry is added on PAS and validated against the clinic outcome letter where the patient is requiring an outpatient procedure
To receive and action any requests by line manager to cancel or reduce clinics. To ensure that any patients affected by these changes are notified as appropriate, re-booked in line with the Patient Access Policy
To ensure the Standard Operating Procedures are followed in relation to all handling, transferring between departments and storing of patient case notes and any other medical / personal documents
To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged patient case notes
To ensure the reception areas are kept in compliance with the legislation in the Data Quality Standards and Data Protection Act 1998
Outpatient Waiting List Management Duties
For the core components of outpatient waiting list management duties, please refer to the Outpatient Booking Standards attached as Appendix 1
The post holder must advise the Directorate and Supervisor if the clinic capacity is insufficient to accommodate number of appointments required and ensure the Supervisor is kept informed at all times
To provide information to the Directorate regarding number of patients still waiting to be booked as requested
To ensure that when a patient or referrer cancels a routine appointment and no further appointment is required that the waiting list and referral entries are closed on PAS
To ensure all new and follow up outpatient sessions are booked in accordance with specific clinical booking rules and Trust policies. Where patients cancel their appointment at short notice; to endeavour to fill the slot with another patient in order to utilise clinic capacity
When booking a patients appointment at short notice to ensure that the patient case notes are requested and the relevant prepping clerk is informed. Where the appointment is booked after clinic prep cut off times before the clinic, the required case notes will need to be prepared and taken to the appropriate reception area
To ensure that when creating a follow up waiting list entry or booking a follow up appointment that the relevant RTT (Referral to Treatment) code is added for that patient. If RTT code is not given or appearing on waiting list it is obtained from the relevant consultant secretary
To ensure that the correct new outpatient waiting list entry is added to PAS after receiving referral letters
To ensure the correct following waiting list entry is added on PAS and validated against the clinic outcome letter where the patient is requiring an outpatient procedure
To receive and action any requests by line manager to cancel or reduce clinics. To ensure that any patients affected by these changes are notified as appropriate, re-booked in line with the Patient Access Policy
The post holder will need to use the different functions on e-Referral system daily ensuring that referral letters are printed where needed and the appointments are booked or amended as appropriate
To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged patient case notes
Key Result Areas
If not prioritised within e-Referral to ensure referral letters are produced for all new patients and that these are passed to the clinic preparation team in a timely way
To ensure that the electronic tracing system is kept up to date when handling patient case notes
To take appropriate actions and initiative regarding telephone calls from patients, referrers and other agencies within Trust guidelines
To be aware of the Trusts Complaints Policy and escalate a patient complaint to Supervisor immediately. There is a need to recognise that some patients may be anxious or difficult to communicate with and there may also be language barriers
To work with and support the use of UCCX call centre technology to provide an efficient and professional contact with patients/carers
To answer the telephone and communicate in a coherent, polite and professional manner at all times
To negotiate with the patient the most convenient time for their appointment, if this is not possible, or the patient wishes to arrange an appointment outside of the Patient Access Policy, this should be escalated and discussed with the Supervisor
Following the negotiation of the appointment with the patient, the appointment details should be entered onto PAS or updated in e-Referral if the appointment is following a GP referral. The Patient Pathway Identifier (PPI) unique number must also be entered following confirmation of the outpatient appointment
Dependent on the speciality it may be appropriate to also record details of the patients appointment in a specialty-based IT system
To print a confirmation letter, if requested by patient to our third-party mailing company
Communication and Working Relationships
This position requires empathy and tact when dealing with patients that may be angry or upset regarding their appointment
To ensure that a good relationship is maintained with all departments throughout the hospital and an ability to communicate with all members of multi-disciplinary teams
To work collaboratively within a team and participate in the support of Admin and Clerical bank staff as requested by the Supervisor
Communicate effectively in writing, verbally and electronically with:
External patients and carers, members of the general public, staff from a GP/GDP practice, other hospitals and provider units
Internal Clinical, medical, nursing and ancillary staff, admin and clerical staff and management
Post Holders are required to:
- Adhere to Trust policies and procedures, e.g. Health and Safety at Work, Equal Opportunities etc
- Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training
- Attend statutory, essential and mandatory training
- Attend training to support the integrated use of clinical systems within the Trust.
- Respect the confidentiality of all matters relating to their employment and other members of staff. All members of staff are required to comply with the requirements of the Data Protection Act 1998
- Matters of a confidential nature with which your work brings you into contact, particularly information relating to the diagnosis and/or treatment of patients individual staff records, information regarding contracts, tenders etc. may not be divulged without the authority to do so, disciplinary action will be taken for any breach of confidentiality. All staff are expected to respect the requirements of the Data Protection Act 1998
- Take the responsibility for the creation maintenance and security of health records both on paper and electronic format. All entries into an individual care record must be written in accordance to South Devon Health Community Health Records Policy
- Comply with the corporate governance structure in keeping with the principles and standards set out by the Trust and safe systems of work, make known any hazards or risks that they identify and take all necessary actions to reduce risk. All staff must ensure that they attend appropriate statutory and essential training.
