Patient Access Clerk - Registration and Templates
Liverpool University Hospitals NHS Foundation Trust
An exciting opportunity has arisen within our Patient Access and Templates Team at Broadgreen Hospital for a Band 3 Patient Access Clerk. We are a hard-working, dynamic team that provides administrative support to the care groups in the registration and management of referrals and templates for all appointment priorities (routine/urgent/2ww). We hope to recruit an organised and enthusiastic administration clerk that is flexible and looking to be a part of a great team.
If you are passionate about admin and the NHS, and are looking for a position that builds skills and knowledge this could be the job for you.
We are focused on delivering the best possible service for our patients, if you would like to be a part of providing great services to our community then this could be the perfect opportunity for you.
Main duties of the job
The post holder has responsibility to undertake the full range of duties commensurate with the role (registration/booking/template management/general) and shall as necessary be flexible in providing cover for absent colleagues in order to maintain service provision.
Job responsibilities
The post holder shall follow all the policies and procedures of the organisation.
Registration
* Register patient on PAS for outpatient episode commensurate with relevant referral and use Summary Care Record (SCR) to validate patient information (NHS No).
* Issue new hospital number (RQ6) and prepare any new documents for new patients to the Trust in accordance with Trust Policy.
* Ensure all referrals are date stamped upon receipt.
* Scan referral letters into the referral workflow system in date/terminal digit order adhering to departmental processes, systems and protocols and ensuring that the correct level of clinical urgency is applied.
* Forward referrals to appropriate clinician/department for authorisation via relevant workflow processes.
* Respond to telephone enquiries from Referrer requesting status updates for patients.
* Ensure complete compliance with Trust Elective Access Policy.
Booking of appointments
* Liaise with secretaries and admin departments regarding booking of appointments, referral letters etc.
* Using PTLs and the PAS system, in chronological order, invite patients and book appointments as appropriate.
* Process patients from TAL (Telephone appointments line) identifying available appointment slots.
* Manage appointments generated by the Electronic Referral System (ERS) in line with local/national standard operating procedures.
* To process and prioritise the scheduling of outpatient appointments due to clinical urgency and length of wait and in accordance with departmental procedures, protocols and Trust Policies.
* Receive and process telephone calls from relatives/carers of patients informing the Trust of the patients death and amend PAS accordingly.
* Telephone patients to negotiate convenient outpatient appointments or receive calls from patients/relevant others regarding booking, changing or cancelling their appointments.
* Inform the appropriate Consultant/Directorate/secretarial staff of patients who have cancelled their appointment inappropriately.
* Receive and process telephone calls from patients to update and amend their demographic details and make the necessary changes on the PAS system.
* Contact GP Practices/other Hospitals for validation of patient demographic details.
* In accordance with Trust procedures, open suspended clinics, add on patients and re-suspend clinics ensuring appropriate comments are recorded on PAS.
* On the instruction and authorisation of the Consultant/Clinician, overbook clinics ensuring authority to do so is recorded on PAS.
* Working with guidance from clinical staff/secretaries, pro-actively fill cancelled appointment slots with patients to minimise the impact of non-attenders.
* Offer patients a mutually convenient date and time for outpatient appointments on either a full or partial booking basis.
* Contact patients as requested in order to cancel/reschedule their appointments.
* Arrange and book interpreters for patients attending clinics as required.
* Inform line manager of any system or appointment slot issues.
Template management
* Build clinic templates in accordance with Trust procedures as authorised via Patient Access Manager.
* Perform template maintenance/changes on PAS as instructed by relevant personnel.
* Cancel/reduce/suspend clinics as per instruction and authorisation.
* Receive, store and prioritise emails from secretaries/clinicians/directorates requesting template changes.
* Amend clinic booking rules as necessary.
* Transcribe clinic templates as requested.
* Update booking rules for clinics in accordance with instruction from Patient Access Manager/Directorate Managers.
General
* Support the Team leader/Officer in training of new staff within the department.
* Develop and implement new policies and procedures within the Department.
* Implement and meet national and local initiatives, specifically supporting referral to treatment targets for patients.
* Record and collate ad hoc information for monitoring and reporting purposes.
* Undertake self-supervision and effective self-organisation.
* Ensure that policies, protocols and procedures for the work of the department are followed.
* Ensure all equipment used is in working order and any required repairs reported to line manager.
* Ensure general office stationary is stocked to correct levels.
* Sort daily delivery of post following agreed guidelines.
* Deal with general enquiries into the department.
Person Specification
Qualifications
* Educated to GCSE standard with 4 GCSE's at level A-C (or equivalent)
* ECDL, CLAIT or IBT qualification
* Registration with and/or working towards records management or legislative qualification.
Experience
* Experience working with the public/patients
* Demonstrable clerical experience with the ability to undertake duties including filing, photocopying, scanning, data entry, faxing, email etc.
* Experience working in a hospital or NHS environment
* Experienced user of a patient administration system (PAS)
Knowledge
* Awareness of legislation, standards and guidelines relating to records and information
* Knowledge of health records processes or systems
Skills
* Ability to use own initiative
* Ability to work to deadlines
* Team player
Other
* Physically able to perform the duties of the post
* Ability to travel to any Trust site as required
* Courteous, polite and of smart appearance
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.
Employer name
Liverpool University Hospitals NHS Foundation Trust
Patient Access and Referrals Co-ordinator
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