• Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative service
· Record all outpatient attendances (cashing-up) on the Patient Access System
· Book follow-up appointments, discharge back to the GP and/or add to waiting lists
· File documents according to Information Governance policy
· Communicate with patients, visitors and staff in a professional and courteous manner
· Communicate effectively using all available forms of communication
· Maintain an uncluttered, tidy and hygienic and sanitary work area including cleaning and wiping of surfaces
· Support the Service Manager and Supervisors in developing a patient focused service
·
• Book patient follow-up appointments
· Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
· Record outpatient attendances on Cerner and chase the clinicians for Did Not Attends (DNAs) and Could Not Waits (CNWs) within stipulated timeframes to ensure that the Trust receives appropriate funding
· Ensure all patient information is complete and up to date on the Trust PAS
· Identify, investigate and correct PAS discrepancies ensuring GP and personal contact details are accurate and up to date
· Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
· Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives,visitors and staff
· Be a calm, supportive, flexible and adaptable member of the team
· Deal with all enquiries in a professional and co-operative manner
· Respond politely but firmly with people behaving antisocially and report any verbal abuse
·
·
·
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
· Book patient follow-up appointments
· Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
· Record outpatient attendances on Cerner and chase the clinicians for Did Not Attends (DNAs) and Could Not Waits (CNWs) within stipulated timeframes to ensure that the Trust receives appropriate funding
· Ensure all patient information is complete and up to date on the Trust PAS
· Identify, investigate and correct PAS discrepancies ensuring GP and personal contact details are accurate and up to date
· Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
· Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives,visitors and staff
· Be a calm, supportive, flexible and adaptable member of the team
· Deal with all enquiries in a professional and co-operative manner
· Respond politely but firmly with people behaving antisocially and report any verbal abuse
· Redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
· Provide non-clinical advice and guidance regarding appointments
· Process patient data and appointments using the Trust Patient Access System (PAS)
· Treat patients and their information/data with tact, discretion and confidentiality, in accordance with the Trust Information Governance Policy and the Data Protection Act
· Redistribute and file appropriate documents according to Information Governance policy
· Maintain an uncluttered and tidy reception area
· Maintain reception areas in a hygienic and sanitary condition including the cleaning and wiping down of protective screens, counter tops, work benches/desks, electronic and telephonic equipment and printers
· Complete own day-to-day tasks promptly and efficiently and prioritise work without need for direct supervision
· Be a proactive problem solver and encourage team-wide problem solving
· Support the Service Manager and Team Leaders in developing a patient focused service
· Have a comprehensive understanding of reception roles, outpatient clinics and appointment booking
· Ensure the regular maintenance of equipment, reporting problems to relevant departments and managers
· Complete staff surveys and audits
· Maintain standards of grooming and dress, in accordance with departmental/Trust policy
· Assist in supporting and mentoring of new team members
· Attend annual appraisals and review objectives regularly
· Attend, complete and apply all mandatory training
This advert closes on Wednesday 13 Nov 2024