Job overview
Previous applicants need not apply please
To welcome patients, carers, relatives, visitors, and other health care staff to the Outpatient department in a polite, courteous, and professional manner. To ensure you are patient-focused at all times and always greeting patients with a smile. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow-up appointment is patient-focused, efficient, and effective. Incorporating use of all the Trust's systems including: Choose and Book, Savience, Iportal, Filefast, and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.
Most members of staff in the Trust have a responsibility for supporting the delivery of Planned Care Services and the achievement of Cancer and RTT targets, whether in a supportive role or in terms of providing hands-on care. As part of the administrative support structure, the post-holder is responsible for adhering to the Trust’s Access Policy and Standard Operating Procedures.
Main duties of the job
1. Undertake reception duties dealing with telephone and face-to-face enquiries from patients, wards, and departments, referring to a supervisor when necessary. The post-holder may be required to notify patients of any delay in clinic.
2. Deal with all appointment queries, communicating factual routine information to patients, relatives (with consent), and external and internal bodies.
3. Communicate and encourage the use of the self-check-in system Savience, escalating any problems to the Systems Administrator.
4. Responsible for completing outcome forms and actioning follow-up appointments where necessary.
5. Gain knowledge of Outpatient procedures.
6. Ensure that appointments are appropriately booked on the Choose and Book, Careflow/CRIS systems as appropriate.
7. Deal with enquiries where there may be barriers to understanding.
8. Maintain the Trust systems, E referral, Savience, iPortal, and Filefast.
9. Ensure the health records are complete for clinic and provide any information to capture patient pathway and coding information.
10. Answer telephone queries from patients and relatives, ensuring all patient demographics are correct on any contact with patients.
11. Resolve issues relating to appointments, clinics, directions, or any general enquiries.
12. Record information provided by the patient when rearranging or cancelling an appointment or booking into a clinic.
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