The Outpatient Booking Office provides a patient-focused and responsive contact point for patients, ensuring appointments are booked within specified time limits.
We are currently appointing for a Booking Coordinator, for a fixed-term contract.
Outpatient Booking Coordinators will manage their own delegated responsibility in operating a partial or full booking process, receiving paper and electronic referrals for Outpatient specialties.
They will have a lead responsibility for clinic management for a group of Consultants/Specialties. Booking Coordinators will be expected to provide cross-cover to other Specialties in the absence of colleagues.
Applicants from job seekers who require current Skilled Worker Sponsorship to work in the UK are welcome and will be considered alongside all other applications. Job seekers should be aware that not all roles will be eligible for Skilled Worker Sponsorship. For further information visit UK Visas and Immigration - GOV.UK (www.gov.uk).
The Outpatient Booking Coordinator will manage and coordinate the outpatient pathway from the acceptance of the referral through to the outpatient appointment. Responsibilities include:
1. Assigned to specific Consultant Surgeons but expected to provide support and cover during periods of leave for colleagues, including other departments.
2. Add patients to the outpatient waiting list from referral, ensuring all information is entered into the Lorenzo system and where necessary request images, recognizing any Red Flag symptoms and escalating these to consultants.
3. Maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, and Synapse.
4. Communicate with patients to agree on a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust.
5. Highlight any referrals that require urgent attention and deal with them promptly.
6. Monitor daily the Patient Tracking Lists (PTL) for the designated specialties.
7. Responsible for authorized overbooking where appropriate, ensuring priority of patients is considered.
8. Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team as necessary.
9. Ensure all relevant documentation is scanned onto EPR and filed as appropriate.
10. Liaise with Team Leader regularly to receive updates on waiting times and discuss recommendations to improve waiting list management.
11. Provide a daily report on the status of the outpatient waiting list for consultants.
12. Ensure that patients receive all relevant documentation pertaining to their appointment.
13. Plan and liaise with consultants regarding appointments to enable prioritization of work.
14. Adhere to the Access Policy, keeping abreast of changes.
15. Ensure Choose and Book appointments are booked correctly.
16. Re-arrange or cancel full clinics as directed by the operational team.
17. Provide detailed information for clinicians regarding their waiting lists.
18. Provide a high level of customer care exchanging information with patients and staff.
19. Liaise with the Head of Patient Access and Administrative Services Managers to ensure all clinics are utilized and planned efficiently.
20. Deal with queries from patients, Secretaries, medical and nursing staff diplomatically.
21. Ensure all clinic appointments are outcome correctly.
22. Communicate with the discharge team to ensure follow-up appointments are booked.
23. Escalate appropriate issues to Consultants, operational Management, Team Leader &/or Administrative Service Manager.
24. Deal with queries from anxious patients or relatives, utilizing empathy and direct as appropriate.
25. Manage Outpatient teams' inboxes daily, responding promptly.
26. Participate in providing training within the Department.
27. Maintain Lorenzo details and update patient details.
28. Liaise with the Outpatient resource team regarding changes, bookings, cancellations.
29. Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic.
30. Participate in maintaining physical waiting list filing and general healthcare record filing system.
31. Provide support to the Head of Patient Access, Administrative Services manager, and Team Leader.
32. Participate in general administration duties.
33. Contribute to ongoing service improvement plans and policies for Outpatients.
34. Participate in mandatory training and induction programmes.
35. Expected to concentrate for long periods of time, undertaking outcomes and analysis of Patient Target List.
36. Individuals can expect frequent interruptions from patients calling the department.
37. Occasional exposure to verbal aggression when communicating unwelcome news.
38. Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.
The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH) is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation. Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role. We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities.
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