The post holder will be responsible for the provision of a comprehensive and efficient Reception Service to patients/service users within the East Lancashire Health Community, ensuring a high level of Customer Care whilst maintaining confidentiality at all times.
*Please note previous applicants need not apply*
East Lancashire Hospitals NHS Trust provides a range of health care services primarily for the people of East Lancashire, which comprises of the Boroughs of Blackburn, Burnley, Hyndburn, Pendle, Ribble Valley and Rossendale. Our Trust aims to provide appropriate, high-quality personal and organisational development interventions, which will improve patient care.
Provision of a comprehensive, professional and efficient Outpatient Service to patients/service users within the East Lancashire Health Community, ensuring a high level of Customer Care whilst always maintaining confidentiality. Together with clerical/admin experience, keyboard skills, a polite and pleasant manner, you will be part of this team.
This is a very challenging and physical environment including some manual handling.
General Duties will include the following:
· Prepare clinic case notes with specific attention to the data items required for commissioning purposes and data quality in line with the Trust’s Clinical Records Policy, ensuring that all appointment details are entered onto the Patient Administration System (PAS)
· Arrange when necessary the attendance of interpreter/link workers for patients who require communication assistance when attending clinics.
· Booking in patients attending outpatient clinics and issuing return appointments as directed by the consultant/nursing staff prior to the patient leaving the Department.
· Request and ensure delivery of health records for patients either attending a clinic or an admission, from all departments within this Trust and other hospitals.
· Prioritise own workload ensuring agreed timescales are met each day involving the provision of case notes.
· Adhere to departmental policies and procedures and participate in audits in order to maintain data quality and provide an efficient service
· Maintain the confidentiality of any information obtained regarding patients and be aware of Data Protection and Freedom of Information policy
· Work within the departmental shift patterns to cover the opening hours of the service, i.e. 8.00am – 8.00pm as and when required, including Bank Holidays
· Act as first point of contact for all patients and visitors to the Department, providing a comprehensive reception and clerical Service to patients, relatives, carers, consultants and their teams
Established in 2003 East Lancashire Hospitals NHS Trust (ELHT) is a large integrated health care organisation providing high quality acute secondary healthcare for the people of East Lancashire and Blackburn with Darwen.
Our vision is to be widely recognised for providing safe, personal and effective care. We currently provide high quality services and treat over 700,000 patients a year from the most serious of emergencies to planned operations and procedures. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work and achievements
MAIN DUTIES - OUTPATIENTS
OPD Reception Manager Deputy OPD Reception Manager Supervisor Team Leader
1. Act as first point of contact for all patients and visitors to the Department, providing a comprehensive reception and clerical Service to patients, relatives, carers, consultants and their teams.
2. Booking in patients attending outpatient clinics and issuing return appointments as directed by the consultant/nursing staff prior to the patient leaving the Department.
3. Participate in partial booking systems by adding patients to the outpatient worklist as per departmental procedures.
4. Identify potential Overseas Visitors and patients liable to pay for treatment at the point of referral/reception to the department, checking the residence status for all new patients for Overseas Visitors and inform the General Office Team as per the Overseas Visitors Policy and Procedure.
5. Receive and track notes from Medical Records on a daily basis for forthcoming clinics, requesting any notes not available at time of retrieval or for any patients who are referred urgently from the Accident and Emergency Department or other source.
6. Prepare clinic case notes with specific attention to the data items required for commissioning purposes and data quality in line with the Trust’s Clinical Records Policy, ensuring that all appointment details are entered onto the Cerner Millenium system
7. Print referrals from the Choose and Book System/email system for patients attending forthcoming clinics (Currently Eye clinic only). Check Cerner Millenium for all other specialty referrals to ensure they are available for the Clinician to view.
8. Responsible for chasing attendances on the day at the end of clinic.
9. Organise as and when required the attendance of interpreter/link workers or National Interpreting Service for patients attending clinics.
10. Work within the departmental shift patterns to cover the opening hours of the service, i.e. 8.00am – 8.00pm as and when required, including Bank Holidays across all sites
11. Cancel/reduce clinic schedules, liaising with the patient by letter, txt or by telephone in the case of short notice cancellations. Arrange for the Transport Department to hand deliver letters to patients for any short notice cancellations where telephone contact cannot be made.
12. Re-schedule cancelled appointments and ensure all cancelled follow up patients are seen within reasonable time from their original appointment date in line with the Trust’s Access, Booking and Choice Policy as and when required, reporting any problems to the outpatient team leader/supervisor.
General Duties
13. Adhere to departmental policies and procedures, updating personal records accordingly.
14. Participate in audits, showing commitment to continuous improvement of Data Quality, in particular ensuring that patients’ details are kept up to date on the Cerner Millenium System and within the case note record, taking personal responsibility for the quality of service provided and to contribute towards and support service improvement.
15. General clerical duties including filing, faxing, photocopying, scanning and stationary stock control informing the relevant outpatient/Health Records personnel when stationary requires ordering.
16. Provide flexibility in terms of hours worked and hospital site in accordance with the needs of the service.
17. Responsible for the completion of Incident Reporting Forms as and when necessary.
18. Be available and aware of Major Incident Procedures.
19. Provide an accurate, efficient and quality telephone appointment booking service for patients in accordance with current practice and procedures.
Outpatient Duties Specific to Ante Natal
20. Provide an accurate and effective filing and retrieval service for some of the obstetric casenotes.
21. Locate and extract obstetric casenotes for patients attending clinic.
22. Cull, prepare and record obstetric records for offsite storage/destruction and redirect upon request
23. Frequent physical effort is required during your shift, therefore all moving and handling guidelines must be followed and staff must attend all training courses as required by the departmental supervisor/manager.
24. Register referrals and book appointments on the Cerner Millenium System, Badgernet and Radiology System.
25. Envelope appointment letters, identifying where patients require additional information or questionnaires and ensure these are inserted.
26. Cancel/reduce clinic schedules, liaising with the patient by letter or by telephone in the case of short notice cancellations. Arrange for the Transport Department to hand deliver letters to patients for any short notice cancellations where telephone contact cannot be made.
27. Re-schedule cancelled appointments and ensure all cancelled follow up patients are seen within reasonable time from their original appointment date in line with the Trust’s Access, Booking and Choice Policy as and when required, reporting any problems to the outpatient team leader/supervisor.
28. Cancel appointments and discharge patients on the Cerner Millenium System, liaising with radiology booking teams of pending scan appointments which require cancellation, in particular ladies who have miscarried during pregnancy.
COMMUNICATION
29. Book ambulance transport via the patient transport system online service within the Trust for patients leaving the department as and when required
30. Arrange when necessary the attendance of interpreter/link workers for patients who require communication assistance when attending clinics.
31. Liaise with external agencies, e.g. the Hospice, other NHS Providers providing information regarding clinic appointments and admissions, this involves verbal and electronic communication.
32. Respond to telephone enquiries, contact with members of the public and staff of all disciplines, with tact, sensitivity and confidentiality at all times.
33. Deal with the patient complaints in accordance with the Trusts Complaints Procedure.
34. Attend the monthly Outpatient/Health Records Communication Team Meeting and any relevant meetings prevalent to the area of work.
TRAINING AND DEVELOPMENT
36. Support and assist new members of staff during their training period.
37. Attend/complete all mandatory Trust Training and any sessions relevant to the job role, i.e. safer handling (non-patient), Conflict Resolution, Core Mandatory Training, Governance, Safeguarding Children, Diversity and Equality.
38. To participate in the Personal Development process and relevant training/education to meet development needs.
ORGANISATIONAL RESPONSIBILITIES
· Maintain the confidentiality of any information obtained regarding patients and be aware of Data Protection and Freedom of Information policies.
PROFESSIONAL RESPONSIBILITIES
· Adheres to the departmental dress code policy and Bare below Elbow policy when visiting clinical areas
· Adheres to departmental and Trust policies and procedures.
This advert closes on Thursday 14 Nov 2024