University Hospital of North Midlands NHS Trust
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 inhibits 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 is 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 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 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 complimented 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 requirement for patient needs is managed for their Outpatient appointment i.e. 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.
* Provide and receive routine information requiring tact or persuasive skills.
* Knowledge and expertise is supported by appropriate qualifications, NVQ level 3 or equivalent experience.
* Ensure that data entry is accurate and appropriate.
* Ensure that Referral to Treatment (RTT) is adhered to at all times, highlighting any anomalies to line manager at the earliest opportunity.
* Able to manage capacity/demand, reacting accordingly to frequently changing operational requirements.
* Plan and organise straightforward activities.
* Plan staff rotas as and when required.
* To proactively monitor and manage the clinics making sure that patients are not disrupted unnecessarily, and any disruption is kept to a minimum escalating any issues to the clinic team leaders as and when required.
* To support the Directorate in managing referrals through the electronic booking application, e-referral.
* To 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.
* To use keyboard skills for regular use of Outpatient computer systems.
* To supervise the admin support clerk with the speciality, ensuring Mandatory training, appraise and sickness are recorded and actioned.
* To assist in the investigation of complaints as appropriate.
* Implement policies and propose changes to practices, procedures in own work area.
* Develops policy/procedures for staff under supervision.
Person Specification
* Experience of working as a team/supporting a team.
* Experience of managing HR issues.
* Experience working with computer systems.
* Knowledge of NHS systems.
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.
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