Job summary
Band 3 - Full Time Clinic Coordinator
An opportunity has arisen for an enthusiastic, self-motivated individual to join our team in the Maxillofacial & Orthodontic Department.
You will provide a professional, courteous and efficient reception and patient appointment service for the Outpatients 11.
You will be required to work on your own initiative, supporting the Maxillofacial & Orthodontic team. Regular contact with Multi- disciplinary teams Clinicians and other Administration functions around our Trust and outreach centers that coordinate with our team.
This is a varied role that would give the successful candidate excellent foundation experience with in the Royal Surrey County Hospital.
No previous Maxillofacial or Orthodontic knowledge is necessary however experience working with patient healthcare records is an advantage
Main duties of the job
The post holder will be required to provide a welcoming, professional and courteous service to patients and visitors who visit the Royal Surrey. This customer-facing role will be instrumental to the efficient running of Reception and Outpatient Services across the Trust.
Post holders will be required to work across multiple reception areas within the Trust, assisting patients and visitors with their enquires using a variety of communication methods such as face to face, telephone, e-mail, SMS etc. Whilst also being competent users of multiple IT systems. You will also have a mobile role in hosting the self-serve check in kiosks located across the patient clinic areas, assisting visitors and providing directions. This will also include patient's medical notes preparation, independent problem solving and liaising with a variety of staff across the trust to ensure the smooth running of the clinics for the patients, clinicians and support departments.
About us
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.
We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.
The Care Quality Commission (CQC) have given us an overall rating of Outstanding.
Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.
Although it isn't the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.
A video about the Royal Surrey -
Job description
Job responsibilities
The post holder will be expected to host the self-serve check in kiosks and advise patients who require further assistance. The post holder will be required to travel between clinics/departments and will be required to facilitate the queues for patients to check in.
The post holder will be expected to respond to assistance calls from patients and staff who are unable to check in for their appointment, this will require flexibility to working patterns during shifts.
General
The post holder will be responsible for ensuring CERNER clinics are booked accurately and in accordance with departmental processes. The post holder will be an advocate for the importance of correct, accurate and timely data entry at all times onto Cerner [Patient Administration System] and multiple databases including Viewpoint and Badgernet. This includes checking and correcting patient information entered by other users. Provide management the virtual waiting room in Attend anywhere system.
The post holder is required to understand national and local targets associated to NHS organisations [ waiting times, Two Week Waits, 18 weeks etc].
The post holder will be required to be attentive and professional in acknowledging all patients who require assistance.
The post holder will be required to discuss and deliver sensitive and difficult information to staff and patients, Short notice clinic cancellations. The post holder will be expected to use their persuasive and diplomatic skills in such situations.
The post holder will be required to have an excellent telephone manner when dealing with both internal and external telephone calls.
The post holder will be responsible for directing patients to the relevant areas and in some instances walking with the patient to the relevant department.
The post holder will be expected to provide general information regarding appointment details and general advice.
To deal calmly and professionally with any complaints from patients or staff, escalating only where a resolution cannot be reached. To adhere to the Trust complaints policy.
The post holder will be required to maintain patient confidentiality at all times.
The post holder will be expected to offer support to other staff and colleagues as necessary and assist with the training of new support staff.
The post holder is required to liaise with external transport providers for patient transport in accordance with the Trust policy. Liaison with the Transport Team is particularly essential when there is a change to the patients appointment situation or demographic data.
1. To handle and track medical record notes using the case note tracking system on Cerner. The post holder is required to follow the Medical Records procedures whilst handling patient medical case notes.
2. Preparation of patients medical case notes in readiness for the patients appointment including chasing missing information in a timely manner.
3. The post holder is expected to follow policy and propose changes to local practice to maintain an efficient changing service.
4. The post holder will be responsible for the day to day security of computer peripherals for example ensuring keyboards are locked securely away at each working day.
5. Experienced post holders will be required to provide day to day training and coordination of less experienced staff.
6. To liaise with staff in various departments around the Trust and to maintain good working relationships.
The post holder will be expected to work unsupervised and use their own initiative whilst being responsible for following Departmental, Trust and Department of Health policies and procedures.
7. The post holder will be expected to treat all staff and visitors to the Royal Surrey equally, taking into account language and cultural difficulties in accordance with our equality and diversity policy.
The post holder is expected to escalate to senior staff when there are capacity and demand concerns regarding clinic bookings.
To have a basic understanding of the infrastructure between the Trust and the CCGs [Clinical Commissioning Group] with regards to patient data and funding.
To ensure relevant documentation such as time sheets, sickness returns etc are completed accurately and submitted to the relevant department on time.
To attend appropriate meetings/workshops as a representative of the departments as and when necessary.
Escalate concerns regarding the Outpatient Support Service to one of the Team Leaders or Administration Manager, such as; poor data quality, staff performance, and departmental processes.
Please refer to full job description
Person Specification
Qualifications
Desirable
8. NVQ Level 3 or equivalent level of experience
9. Customer care course attendance [internal or external]
10. Customer care qualification [internal or external]
Skills and Capabilities
Essential
11. Computer skills: Internet, Word, Excel, processing, spreadsheets, and database packages.
12. Ability to send and receive e-mails
13. Excellent communication skills with the ability to communicate with staff and the public at all levels
14. Professional and courteous telephone skills
15. Able to work on own initiative
16. Efficient and well organised
17. Ability to manage and prioritise workload and meet deadlines
18. Ability to work under pressure
19. Previous experience of dealing with the general public/customers
20. The ability to physically move from one department to another continuously during a shift
Desirable
21. Previous NHS experience
22. Experience in Outlook
23. Knowledge of CERNER
24. Work in a front of house role