Job responsibilities
The post holder will be required to perform the full range of duties outlined in this Job Description and may include evening work as necessary.
Office Duties
To provide a courteous, professional appointment service to patients, carers and colleagues at all times.
Work in a busy environment, confirming and amending patients appointments, and responding to patient enquires regarding waiting times.
To maintain and monitor theACCTTO specificwaiting list in line with local services and Referral to Treatment time (RTT) targets.
To provide a booking clerk service to clinics according to consultant templates, booking rules, RTT targets, and urgency of patients, including:
- Booking of new and follow up appointments;
- Re-arrangement of routine appointments to enable urgent/Urgent Suspicious Cancer (USC) patients to be seen, within relevant timescales;
- Re-booking of patients who are Unable to Attend (UTA) and Did Not Attend (DNA), at consultant request;
- Changing new and follow up slots according to waiting list requirements;
- Force booking patients into clinic at consultant request.
Reception Duties
Check all patient details on arrival and update WPAS and case notes accordingly.
In line with procedural guidelines, ensure that all appointment requirements are met prior to the clinic cash-up.
Add patient information accurately to the follow up lists, to assist with RTT pathways including outcomes with appropriate pathway events, appointment directives, Consultation methods, pathway events and clinical conditions.
Advise clinicians of patients who are unable to attend clinics, and those that DNA, ensuring that appropriate action is taken upon consultant request.
Ensure that all enquiries to the allocated department, whether in person or on the phone, are dealt with in the appropriate manner and in accordance with UHB policies and procedures.
Maintain good working relationships with associated functions and departments both internal and external to the University Health Board.
Communication
Excellent communication skills are required as the post holder will be required to verbally communicate via face-to-face and/or via telephone with patients and relatives regarding Outpatient and Waiting List queries, requiring tact and diplomacy as some patients will be disgruntled and will be the first point of contact for patients. The information being dealt with will on occasion be sensitive when dealing with emotional/distressed patients/visitors or there may be some communication barriers i.e. language/cultural differences and patients physical/mental needs. The post holder will also be required to persuade urgent patients that they require to attend clinics.
Excellent communication skills will also be required to liaise with General Practitioners and other Medical Staff regarding Waiting List and appointment queries, keeping the RRT Co-ordinator, Service Manager and Appointments Manager informed of any waiting list issues.
Ensure the RTT Co-ordinator/ Service Manager or their deputy is fully briefed on issues before the Waiting List Management meeting, bringing to the attention of the appropriate consultant any urgent referral letters whether or not potential cancer and/or use own initiative and appoint adhering to cancer standard and Consultants instructions whilst maintaining and establishing a good working relationship with all levels of staff within the organisation.
General Duties
Check clinic availability on a daily basis, calculating number or referrals requiring being partially booked, ensuring that all Waiting List Standards are met.
Take action if vacancies exist by telephoning patients to fill spaces and sending more invitations.
Liaise with waiting list co-ordinators regarding clinic availability and cancellations, ensuring patients have equality of access and waiting times between sites.
Negotiate, motivate and emphasise and to provide reassurance to patients through excellent listening and sometimes visual skills.
Be responsible for the maintenance of the Outpatient Waiting Lists ensuring all patients are held and appointed in strict priority and date order, and that all appointments are processed through the WPAS System.
Concentration, application and excellent keyboard skills are required.
Be required to monitor the Outpatient Waiting Lists, transferring referrals between sites to ensure equality of waiting times, also monitoring cancelled and reduced new patient clinics.
Re-appoint patients who do not attend, if Consultant requests. Reinstatement of these patients on the Waiting List at a re-dated position, in accordance with the WAG guidelines.
Data quality is essential and the post holder will be expected to register patients on the WPAS system, ensuring all patient demographics are correct.
Be expected to monitor progress made against the Cancer standard, liaising with Cancer Standards Coordinator regarding possible breaches in standard.
Provide cover in the department during times of absence and to be trained to rotate to cover other sections within the department.
Prioritise and organise own day to day tasks and is required to plan and organise daily activities. This will occasionally require the post holder to work outside normal working hours.
Once trained, will be expected to allocate and check work for less experience/junior staff.
Constantly working unpredictable work patterns with interruptions and completing demands.
Require excellent keyboard skills when accessing and inputting patient information onto the computerised Patient Administrative System and will involve long periods sitting at a computer.
For medium periods of time, on a daily basis, the post holder whilst on reception duties will be required to lift, carry and handle case notes, using moderate effort.
Be expected to load and unload the letter enveloping machine and deliver first class mail to the mail room in a timely manner.
Provide non-clinical advice/information to patients/clients/medical staff with regards to appointments and all general queries. E
Communicate and liaise with General Practitioners, Medical staff and patients regarding the waiting lists and appointment queries.
Accuracy and attention to detail required when deciphering clinical conditions and booking clinics.
Adhere to, and ensure up to data training on, patient confidentiality and the Data Protection Act.
Be aware of budget and spending trends within their specific area and be expected to attend regular Team Briefings.
Identify stock requirements bringing it to the attention of the Departmental Supervisor or Manager and would check in and sign for stationery when delivered.
Ensure the safe use of all office equipment.
Be required to demonstrate train and explain a range of practices and procedures of own role to new or less experienced staff.
There is a requirement for the supervision of new staff required of this post, and adequate cover will need to be provided in the absence of the supervisor.
Register, input and amend patients personal related data into Patient Administration systems in a timely and accurate manner, and on a daily basis i.e. WPAS and patients case notes, requiring long periods of concentration due to the analysis of the Waiting List; data entry requiring excellent keyboard skills and adhere to 10-day Cancer Standard and daily appointment deadlines.
Assist in the collection of baseline data for departmental use on an occasional basis.
Participate in any audit as required in relation to Outpatient activities as directed by a Service Manager.
Whilst working within established Department Procedures and Protocols, exercise own initiative when dealing with enquiries.
Advice and guidance is available from Departmental Supervisor if required, for all enquiries of a non-routine nature.
Co-ordinating clinics, making adjustments and changes to accommodate annual leave and sickness, blocking clinics etc.
Able to work independently without supervision.
