An opportunity has arisen in our Access and Booking Team for an enthusiastic team player to join our call handling and administrative team to support the clinical services. The successful candidate will play an active role in supporting others to achieve the smooth day-to-day running of a busy office.
Duties undertaken will include processing referrals onto our Careflow system, booking of appointments/admissions, and being part of the telephone service. You will reschedule patients as necessary due to changes in their clinical need or changing demands. Within these services, there are specialties that require general admin support, and full training will be given for these areas.
You will need to communicate via telephone and email with colleagues and other healthcare providers, always showing respect and kindness. You must be meticulous, organized, and able to manage your own workload. Communicating with patients to ensure that we are meeting their needs, you'll be a role model for the Trust values of being supportive, caring, open, and honest both to your patients and other colleagues.
Please be advised that this vacancy may close early upon receipt of sufficient applications.
The post will be responsible for the day-to-day coordination of various Consultant outpatient appointments, involving the allocation of patients to the Consultants' clinics based on clinical priority, waiting times, as well as general admin duties.
You should have excellent keyboard skills, knowledge of the Hospital Patient Administrative System (Careflow), and some experience working within an office setting. Good communication and telephone skills and the ability to work independently are also essential.
Work Pattern - Monday - Friday 8.30am - 5.00pm
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Key Responsibilities:
* To provide a comprehensive outpatient service to patients, rotating through each of the areas within the access office to enable cover in all aspects of the service.
* Responsible for registration of referral letters, ensuring all referral letters and ERS referrals are directed to the appropriate Consultants and Clinics.
* Responsible for booking all new and follow-up appointments in accordance with departmental procedures.
* Liaise directly with patients in relation to booking and agreeing outpatient appointments within the appropriate timescales.
* Identify, attempt to resolve, and pre-empt situations which may result in a breach of access targets. Regularly analyze waiting list information to ensure compliance with national waiting time standards and escalate in a timely manner any requirements for additional capacity to ensure patients are treated within waiting time standards.
* With knowledge and understanding of the 18-week RTT and compliant/non-compliant pathways, add patients to the waiting list ensuring correct linkage.
* Responsible for appointing all patients from the PTLs and managing all Outpatient waiting lists to ensure accurate patient management, enabling the Trust to meet all of its performance targets.
* Working under the direction of the operational management teams, when dealing with requests for clinic cancellations; will be responsible for managing the cancellation/reduction of the clinics on PAS and ERS, and the patient’s future appointments effectively and timely.
* Responsible for all clinic template changes due to changes to Medical Rota’s.
* Manage all appointments on the ERS system ensuring all new appointments which are cancelled by the patient are discussed with the patient and the appointment either remade or discharged within the appropriate timescales.
* Management of the ASI, ensuring the booking of appointments or escalating capacity issues to the appropriate operational team.
* Responsible for managing partial booking lists and escalating any problems to the operational management teams/team leader.
* Manage all ward forms, ensuring patients are booked for their follow-up appointment or escalate as required.
* Retrospectively record all attendances outside clinic as per work instruction.
* On rotation, ensure the general access office email address is managed timely during the shift.
* On rotation, allocated duties include answering the access and booking main telephone line for patient queries and booking.
* Ensure compliance with the two-week wait rule for all suspected cancer referrals.
* The post holder will be required to undertake mandatory training and is responsible for keeping this training up to date.
* If the post holder feels he/she is not achieving their objective as agreed in the development plan, they will bring it to the attention of their supervisor or manager at the earliest opportunity.
* Prioritize own workload on a daily basis while recognizing when it is appropriate to escalate to a manager.
* Participate in the cover of work colleagues during their absences or at other times when required.
* Required to contribute to service/department meetings, giving progress reports on activity for each consultant and reduction of wait times.
* The post holder will support the line manager utilizing the proper use of the Trust’s resources such as stationery, telephone usage, photocopying, and other consumables in the course of business, ensuring minimal waste and minimal cost.
* Responsible for data quality when maintaining, inputting, extracting, and producing information (including information to patients) in the Trust’s multiple computer systems.
* To use speed and accuracy with clinical and non-clinical information relating to patient care to ensure patient safety at all times.
* To work under own initiative within approved policies, procedures, booking guidelines, and escalation processes to make decisions to ensure efficient and patient-centered service delivery.
* To attend weekly meetings with the operational team to provide information for the access meetings and also to discuss any capacity issues/shortfalls and contribute to help identify a solution.
* Responsible for the generation and sending of all letters and appropriate information leaflets, for both paper and electronic referrals booked through Careflow and the ERS System and for partial booking invites.
* Receive and handle patient telephone enquiries in an empathic, reassuring, timely, appropriate, and confident manner.
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