Oxford University Hospitals NHS Foundation Trust
The post holder will be expected to provide cross cover across the Gynaecology Administrative team as directed by the Team leader on a day-to-day basis according to service need.
Patient administration underpins the patient journey and supports clinical teams in delivering high quality patient care and can make a real difference to the patient experience. Effective and efficient patient administration supports management through ensuring a high standard of data quality and by making the best use of capacity and resources.
The post holder has responsibility for the provision of a professional comprehensive and efficient administrative service, which is effectively delivered to all patients and members of the Department. This will be through the delivery of a comprehensive administrative service to a specialty team. This will involve providing a full administration service to the consultant team and taking responsibility for managing the whole patient pathway in line with the Elective Access policy and Cancer waiting time targets.
Main duties of the job
The holder will be responsible for managing patients on an Outpatient pathways, including all administration working up to the appointments and following the appointment. They will ensure that pathways are updated appropriately so it is clear to all when patients are still on active waiting lists.
They will act as the main point of contact for all patients contacting the department.
Job responsibilities
Outpatient Pathway
1. Administer all new referrals received via the E referral service, ensuring all are electronically triaged by the appropriate clinical staff member and action as required.
2. Process and log all non-Choose and Book referrals on EPR, including registering new patients in addition to updating existing patient details.
3. Book new and follow-up outpatient and diagnostic appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the correct clinic to ensure that they are seen by the most appropriate clinician.
4. Reschedule outpatient appointments as a result of patients calling the service, in line with the 18-week RTT / cancer / screening targets and agreed local processes in respect to patient cancellations.
5. Actively review patient DNAs, liaising with the appropriate clinical staff and reschedule patient appointments in line with agreed local processes.
6. As required, complete clinic cancellation forms and ensure appropriately authorised (minimum 6 weeks' notice required) before processing the clinic cancellation on EPR and rescheduling of patient appointments.
7. Adding additional clinic capacity on EPR as directed by management, to include the use of adding appointment slots on EPR that can be booked via Choose and Book.
8. To be responsible for actively managing the OP PTL and Incomplete lists.
Administration
1. Provide primary administrative support to the consultants and clinicians, including booking follow up appointments, correspondence support and other administrative duties as required.
2. With the support of the Assistant Patient Pathway Coordinators, ensure the efficient administration of the service.
3. Ensure appropriate follow up appointments are booked and escalate to Team Leader and consultant if patient cannot be booked within required time scales.
4. Use of the digital transcription system to produce clinical correspondence to inform referrers, patients, and other relevant parties of patient pathway progress. In doing so, produce correspondence that is of high quality and conforms to the national target of 7 days from the point of clinical delivery / decision.
5. Open and prioritise incoming post, ensuring supporting information is available when appropriate and taking responsibility for taking action on urgent items in the absence of the clinician / Patient Pathway Coordinator.
6. Respond to telephone queries coming into the department, taking clear messages to pass to relevant staff to ensure requests are actioned promptly.
7. Using Scan IT ensure that electronic health records filing is maintained at an extremely high standard, with timely scanning of paper records on to EPR as required.
8. Ensure accurate filing of paper notes and records is maintained as required.
9. Follow the tracking procedure for the movement of all patient notes (Case Note Tracking).
10. On an as and when required basis, update patient details on EPR to include ensuring patients that require discharge are processed accordingly.
11. Actively use and manage the work lists in Revenue Cycle to manage Patients Missing Follow Up and Deferred patient lists.
12. Act as the first point of contact for patients coming into the department.
13. Ensure there is adequate cover on the reception desks and ward as required.
14. If required, admit and discharge patients to the ward.
15. Act upon queries from referrers, patients, and other relevant parties in liaison with clinical staff. Take relevant action to provide reassurance and support to patients and their families by finding appropriate solutions to problems, which requires the ability to understand and explain basic medical procedures and terminology.
16. Book interpreters for patients prior to appointments and admissions as and when required.
17. Book transport for patients who require it, in line with local processes and CCG guidelines.
Person Specification
Qualifications
* GCSE or equivalent in English and Maths, grades A-C
* NVQ or Apprenticeship in Customer Care or Business Administration
Experience
* Previous experience within the NHS/public sector
* In-depth understanding of Medical Terminology appropriate to specialism
* Good knowledge of patient pathways
* EPR Experience
Personal Skills
* Accurate data entry, typing and checking skills
* Pays attention to detail
* Maintains high standards and quality of work
* Evidence of team working
Technical Skills
* Experience of using a full range of IT/Patient data systems including: Microsoft Office: Outlook, Word, Excel, EPR, Scan IT, Infoflex
* Willingness to undertake additional training as required
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.
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