Mersey and West Lancashire Teaching Hospitals NHS Trust
An opportunity has arisen in our Access and Booking Team for an enthusiastic team player to join our call handling and administrative team to support the clinical services. The successful candidate will play an active role in supporting others to achieve the smooth day-to-day running of a busy office.
Duties undertaken will include processing referrals onto our Careflow system, booking appointments/admissions, and being part of the telephone service. You will reschedule patients as necessary due to changes in their clinical needs or changing demands. Full training will be given for the specialities that require general admin support.
You will need to communicate via telephone and email with colleagues and other healthcare providers, always showing respect and kindness. You should be meticulous, organised, and able to manage your own workload. Communicating with patients to ensure that we meet their needs, you'll be a role model for the Trust values of being supportive, caring, open, and honest.
Please be advised that this vacancy may close early upon receipt of sufficient applications.
Main Duties of the Job
The post will be responsible for the day-to-day coordination of various Consultant outpatient appointments, involving allocation of patients to the Consultant's clinics based on clinical priority and waiting times, as well as general admin duties. Excellent keyboard skills and knowledge of the Hospital Patient Administrative System (Careflow) are essential, along with some experience working in an office setting. Good communication and telephone skills and the ability to work independently are also required.
Work Pattern - Monday - Friday 8.30am - 5.00pm
Job Responsibilities
Key Responsibilities:
* Provide a comprehensive outpatient service to patients.
* Responsible for registration of referral letters, ensuring all referral letters and ERS referrals are directed to the appropriate Consultants and Clinics.
* Responsible for booking all new and follow-up appointments in accordance with departmental procedures.
* Liaise directly with patients regarding booking and agreeing outpatient appointments within appropriate timescales.
* Identify and pre-empt situations that may result in a breach of access targets.
* Regularly analyze waiting list information to ensure compliance with national waiting time standards.
* Manage all appointments on the ERS system and ensure compliance with the two-week wait rule for all suspected cancer referrals.
* Participate in service/department meetings and contribute to discussions on activity and wait times.
* Responsible for data quality when maintaining, inputting, extracting, and producing information.
* Attend weekly meetings with the operational team to provide information for access meetings and discuss capacity issues.
* Receive and handle patient telephone inquiries in an empathic and timely manner.
Person Specification
Personal Attributes
* Personal Integrity
Skills/Ability
* Good organisational ability
* Able to organise own workload
* Proven ability to communicate well, both written and oral
* Ability to consider problems from a referring and patient perspective
Knowledge & Experience
* Ability to communicate clearly with a range of people.
* Demonstrate an ability to work as part of a team.
* Can plan, organise, and effectively prioritise tasks.
* Demonstrates an understanding of the NHS.
Qualifications
* Educated to GCSE/NVQ level 2/3 or able to demonstrate equivalent knowledge.
* Level 2 English and Maths.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure to the Disclosure and Barring Service will be necessary.
Employer Name
Mersey and West Lancashire Teaching Hospitals NHS Trust
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