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 ensuring that patients attending for an outpatient appointment receive high quality care complemented by administrative processes of a high standard by well-trained staff.
Ensure that any special requirements for patient needs are managed for their Outpatient appointment, such as ensuring that an interpreter is booked or any other special requirements. Exchange information with patients and staff on the Outpatient and admission procedures, patient complaints, and cultural or language difficulties. Ensure that the patient Access Policy is adhered to at all times and communicate any issues accordingly.
To supply information to individuals and organisations as requested and agreed. Provide and receive routine information requiring tact or persuasive skills. Knowledge and expertise are supported by appropriate qualifications, NVQ level 3 or equivalent experience. Qualifications and/or experience should be 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 is essential. Ensure that data entry is accurate and appropriate and that Referral to Treatment (RTT) is adhered to at all times, highlighting any anomalies to the line manager at the earliest opportunity. Able to manage capacity/demand, reacting accordingly to frequently changing operational requirements.
Ensure that when a clinic has been permanently cancelled, the waiting list has been dealt with in a timely manner and cancelled at the same time. Ensure that weekly spot checks take place in appointments and reception and communicate the findings to the teams. To be aware of when booking issues are highlighted to the line manager at the earliest opportunity.
Plan and organise straightforward activities, including planning staff rotas as and when required. Proactively plan ahead with the Clinic team leader regarding capacity issues, including any Bank Holidays, Consultants Leave, and general Capacity issues. To proactively monitor and manage the clinics, ensuring that patients are not disrupted unnecessarily, escalating any issues to the clinic team leaders as required.
To support the Directorate in managing referrals through the electronic booking application, e-referral. Ensure referrals are dealt with in an appropriate and timely manner, working in collaboration with the Clinic Manager, Outpatient Clerks, and Health Records in line with the Trust Access policy. Use keyboard skills for regular use of Outpatient computer systems.
Provides non-clinical advice and information to patients, clients, and relatives regarding outpatient procedures, appointments, and clinical arrangements. Supervise the admin support clerk with the specialty, ensuring mandatory training, appraisal, and sickness are recorded and actioned. Assist in the investigation of complaints as appropriate.
Implement policies and propose changes to practices and procedures in own work area. Develop policies and procedures for staff under supervision.
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