Job overview
This role will require you to support and cover for the Team Leader in their absence. This role will be predominantly based out in the reception areas with the team to help and support, as the first point of call to the team. You will link in with the Reception Team Leader with any issues that inhibit patient’s pathway i.e. patient records, referrals letters, staffing issues, cancellations, delays etc. Communicate with teams any feedback to improve the service for patients and work as part of a team so that all aspects of the service are covered. This role will require you to work on reception areas when there are staffing issues. It is the responsibility of this role to ensure that patients are being supported throughout their visit i.e. booking in through the Savience system, updating demographic information, and escalating any system issues to the Systems Administrator. To proactively ensure that patients are aware of the importance of updating their demographic information. If patients have any complaints, it is intended that this role would resolve them in the first instance. This role will include staff management which will be supported by the Team Leader and as part of your progression within management.
Be proactive when feedback is given from both the patients and clinics. To ensure that any data quality issues are escalated and managed accordingly in conjunction with the Team Leader.
Main duties of the job
* To act as a focal point for issues relating to the management of clinics, developing close links with clinicians, clinic-based nursing staff, and Service Line Management Teams.
* Communicates work procedures within own team making sure that patients attending for an outpatient appointment receive high quality care that is complemented by administrative processes of a high standard by well-trained staff.
* To act as a focal point for all front-line staff including the appointments staff communicating within the teams of any front-line issues i.e. training issues, staff attitude, spot checks etc.
* Ensure that any special requirements for patient needs are managed for their Outpatient appointment i.e. ensuring that an interpreter is booked or any other special requirements.
* Qualifications and/or experience is current and broad over the various skills of the role.
* Required to maintain and keep current the skill sets required for the post.
* A good knowledge and understanding of appointments and clinic management/waiting list procedures.
* Ensure that data entry is accurate and appropriate.
* Plan and organise straightforward activities.
* Plan staff rotas as and when required.
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