Job description

Job responsibilities

MAIN RESPONSIBILTITES

• To manage designated clinics in line with agreed clinic profiles, reducing overbooking and ensuring that patient numbers are adjusted to clinician availability.
• To liaise with the responsible clinician to provide regular updates regarding the status of their clinics profiles, in an agreed format.To use a variety of systems to monitor clinics and clinicians availability e.g PIMs
• To provide a high standard reception service and general administrative support to designated outpatient clinics, being a first point of contact to patients as required.To identify all patients AIS requirements and record the data accurately on the Trusts electronic system.
• Ensure clinic digital screens and whiteboards are updated with the correct and most recent information as required.
• Accurately record the patients attendance in clinic and time of departure.
• Record outpatients outcomes, ensuring that the each outpatient procedure is coded promptly for every patient as required.
• To book and reschedule appointments as required, including the booking of appointments for diagnostic purpose in liaison with the appropriate departments, including the booking centre and the call centre.
• Ensure follow up appointments are booked according to agreed Key Performance Indicators and in line with treatment protocols.
• To provide patients with up to date information relating to waiting times in clinicas required.
• Ensure all appointment cancellations and alternations are correctly recorded and highlight any issues identified with appointment bookings to clinicians working in accordance with the Trusts Access Policy.
• Ensure all clinics are cashed accurately and promptly on electronic administration systems within agreed Key Performance Indictor standards as required.
• Respond to appointment requests and other queries via email from clinicians promptly.
• Respond to appointment requests and other queries via email from patients promptly on a daily basis as per the rota.
• Ensure all referrals are scanned onto the system promptly and on a daily basis.
• Ensure waiting list is added and appointment booked through the waiting list.
• To liaise with the clinician and nursing teams working in clinics to keep them informed of any problems that may impact on the running of the clinic and ensure clinic capacity and resources are optimised.
• Ensure patient information is obtained and recorded on Trust electronic systems and that this checked regularly and updated electronically.
• Maintain a good knowledge of RTT and apply this to appointment bookings where appropriate

CLERICAL DUTIES

• To adhere to all agreed key Performance Indicators for data quality, providing exception reports where these are not met.
• Respond to telephone enquiries from patients and staff promptly and in a courteous and professional way, adhering to service guidelines andstandards. It is expected to deal with concerns as appropriate in order to maintain the efficiency of the service
• Respond accurately to patient queries regarding their treatment pathway, explaining in simple terms where required, referring to relevant colleagues where required.
• To book translators for patients where required and provide correspondence to patients in the most appropriate format in line with Accessible Information Standards (AIS).
• Provide administrative support for clinicians where required.
• Ensure letters, reports and results are scanned onto the system
• Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures.
• Participate in the induction and training of new members of staff within the team, sharing knowledge and expertise of the administrative processes, functions and specialty specific knowledge.
• Participate in a rota system to provide cross-cover for other members of staff within the team to ensure consistent and effective service is maintained during periods of annual leave/sickness.
• Attend mandatory training required for administrative staff to ensure compliance with the Trust Mandatory Training Framework including participating in annual performance development reviews.
• Adhere to the Trusts values; the Moorfields Way at all times.
• To undertake any other duties designated by the Outpatient Supervisor or Assistant Clinic Manager which are commensurate with the grade.
• To actively participate in any training development identified.

Person Specification

Education & Qualifications

Essential

• Education to GCSE level (including English and maths to GCSE A-C)

Knowledge and Training

Essential

• Good working knowledge of Microsoft Office software
• Knowledge and understanding of confidentiality issues

Desirable

• Previous experience using Trust IT systems e.g. PAS, OpenEyes
• Good working knowledge of the e-referral system

Experience

Essential

• Previous experience carrying out administrative duties
• Previous experience working with the general public, in a customer-oriented role

Desirable

• Previous NHS admin experience

Aptitudes and Skills

Essential

• Excellent frontline/reception skills
• Ability to work within a team in a multi-disciplinary service
• Ability to work under pressure and to deadlines
• Ability to deal with queries over the phone and in person

Personal Attributes

Desirable

• Health and Safety Awareness

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 details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

Moorfields at Bedford Hospital (South Wing)

Kempston Road

Bedford

MK42 9DJ

United Kingdom

Employer's website

https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)