Job summary
The post holder will work within a large team supporting the Waiting List admitted patient and outpatient operations for the Planned Care Division in the Trust. He/ she will liaise with the multi-disciplinary team, internal departments, external agencies and other service users to ensure continuity in achieving excellence in patient care and to ensure that the performance targets for admitted patient and outpatient waiting lists, waiting times, operating list and clinic capacity and admissions / appointments are met and monitored. The post holder will be expected to rotate on a regular basis between telephony, administrative and reception duties and will work a variety of shift patterns in line with service needs.
Main duties of the job
* To be responsible through carrying out administrative duties in the Waiting List Office and designated reception areas, for ensuring the day-to-day co-ordination of all admitted patient and outpatient attendances, ensuring a high quality, efficient and patient centred service.
* To fully involve the multidisciplinary teams in the planning of admissions and outpatient appointments, ensuring that the patient is provided with appropriate information regarding their admission / attendance.
* Maintain thorough and accurate records of all correspondence with patients throughout their admission and outpatient process.
* To ensure that admitted patients are booked into the appropriate pre-assessment appointment service and liaise with the clinical staff as required, ensuring the clinic to run smoothly and effectively.
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Date posted: 03 April 2025
Pay scheme: Agenda for change
Band: Band 3
Salary: Depending on experience per annum, incl HCA
Contract: Permanent
Working pattern: Full-time
Reference number: 213-CAY-6916984
Job description
Job responsibilities
* Main Duties and Responsibilities
1. Waiting List Management
To be responsible through carrying out administrative duties in the Waiting List Office to ensuring the day-to-day co-ordination of all admitted patient and outpatient attendances, ensuring a high quality, efficient and patient centred service.
To fully involve the multidisciplinary teams in the planning of admissions and outpatient appointments, ensuring that the patient is provided with appropriate information regarding their admission / attendance.
Maintain thorough and accurate records of all correspondence with patients throughout their admission.
To ensure that admitted patients are booked into the appropriate pre-assessment appointment service and liaise with the clinical staff as required, ensuring the clinic runs smoothly and effectively.
Responsible for ensuring that admitted patient and outpatient waiting times across the specialities are constantly monitored in line with performance targets.
Responsible for recognising potential future breaches to waiting times targets ensuring these are brought to the appropriate management contact within the Waiting List team.
Responsible for advising the Team Leader and Assistant Service Manager of capacity issues that might negatively impact on patient admission.
Responsible for ensuring that all referrals and outpatient appointment requests are processed in line with departmental procedures, including cancer referrals.
To ensure that all patient demographics are checked and updated to meet recognised data quality standards.
Responsible for the amendment, cancellation and rescheduling of all relevant admission and appointment types as directed.
To deal effectively with GDP/GP/Consultant queries regarding patient admissions, appointments and details for all operating lists.
To identify the needs of patients in conjunction with their admission/outpatient episode, i.e. language barriers, anxiety, carer/dependant issues.
To adhere to Trust and National RTT waiting list targets and Trust Patient Access policy.
To actively participate in all initiatives to maximise patient attendance.
To maintain cancellation/short notice system for patients to maximise utilisation of capacity as per Division policy.
To escalate in a timely and accurate fashion any utilisation and/or waiting list pressures to the Team Leader and Assistant Service Manager.
To work with and assist the Team Leader and Assistant Service Manager in developing good working practices and procedures across the department to meet Trust and National initiatives (i.e. Booked Admissions).
2. Systems and Data Management
To be responsible for accuracy of waiting lists/activity and to action any errors.
To validate waiting list information as required in relation to Trust guidelines ensuring that all patients are fit and still requiring admission.
Ensure that all patient data is recorded and amended in line with Trust Policy.
To maintain Trust agreed standards of data in relation to patient confidentiality and legislation.
To assist in monitoring and developing the quality of clinical coding; to assist in ensuring performance targets are met using Trust IT systems [i.e. EPIC] and other associate systems and working in partnership with clinicians and the Trust coding team.
To maintain strict confidentiality of staff and patient records, in line with Trust Policy: any unauthorised breach of confidentiality will result in disciplinary action.
To ensure that acceptable standards of data protection are maintained, in accordance with the Data Protection Act.
3. Communication and Representation
To ensure maintenance of good relationships, communications and teamwork with all disciplines within the department and other departments of the hospital maintaining confidentiality at all times.
To answer telephone enquiries and to resolve patient issues and concerns where possible informally.
To report any adverse incidents or complaints to the Assistant Service Manager.
To be polite, courteous and aware of noise levels at all times.
To ensure the telephone is answered within the agreed time in line with the Trust greeting policy.
The post holder must act in such a way to promote a positive image of Kings Healthcare at all times. This job description is not conclusive and will be regularly reviewed with the post holder. The post holder will carry out their duties as an employee and service provider with due regard to Kings Healthcares policies and procedures. The job description will be subject to periodic review and amendment in consultation with the post holder.
4. Personal Development
To demonstrate an insight into own development, contributing to the process of identifying own educational and training needs in conjunction with line manager and the development of personal development plan.
To attend and actively participate in team meetings.
5. General
To be part of the Waiting List team and provide support to the department to ensure work of both the team and individual performance targets are met and maintained.
Work across allocated areas of responsibility to ensure that targets are met and maintained.
Practice a flexible approach to working methods to ensure that team targets are met and maintained.
To assist in covering Waiting List roles within the department as required.
To assist with the training of new members of staff within the department.
Person Specification
Education & Qualifications
Essential
* Able to demonstrate experience of working with patients and members of the multi-disciplinary team.
* Experience as working as a team player.
* Experience of busy admission/outpatients office setting.
Desirable
* Ability to use EPIC.
* NVQ3 or equivalent.
Knowledge, Skills and Competencies
Essential
* Excellent written and verbal communication skills combined with an effective and courteous telephone manner.
* Ability to contribute to team working and to develop good working relationships.
* Ability to prioritise; to be organised and flexible. Able to effectively accommodate ad hoc demands to existing workload.
* Ability to concentrate even with frequent interruptions and unpredictable working pattern.
* Effective in managing own time.
* Excellent problem-solving skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name: King's College Hospital NHS Foundation Trust
Address:
King's College Hospital
Denmark Hill
London
SE5 9RS
Employer's website: https://www.kch.nhs.uk/ (Opens in a new tab)
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