Job description

Job responsibilities

Provide a professional and efficient reception service to a range of imaging modalities within the Radiology department.

To greet and reassure patients on arrival and give them clear instructions ensuring a patient centred service is maintained at all times.

Supporting clinical colleagues in organising the daily running of the Radiology department and maintaining patient flow through the department, whilst keeping patients informed of any delays.

To liaise with clinical staff to ensure smooth running of clinics and to develop good working practices and relationships with the team.

To provide advice and information to patients regarding their appointments, clinic arrangements etc, resolve queries from patients and relatives in relation to these areas and reassure nervous patients.

Maintain high levels of accuracy and concentration, with frequent interruptions. High levels of concentration required when updating patient records, attending patient on the system, handling notes, filing, accessing patient details, answering queries and processing other data.

Have in depth knowledge of various trust systems.

Register new patients and add referrals on request if required.

To arrive patients and check patient demographics with accuracy, changing details where required.

To go through the MRI questionnaire with MRI patients on arrival and raise any concerns to clinical staff.

To complete the relevant paperwork, once status has been established. For example, private patients need to sign (once completed by staff) an agreement and determination of charges form and take credit or debit card payments.

To assist with any queries that private patients may have with regard to the cost of imaging, billing and funding.

To provide support and cover to the Private Patient Administrator as and when required.

Deal with patient queries face to face and on the telephone which can sometimes be challenging in nature. Occasional exposure to emotional circumstances.

Keep up to date with relevant policies including safeguarding and understand escalation processes.

Complete any other administrative duties as deemed necessary.

Occasionally booking or cancelling short notice appointments as required and communicating these short notice changes to patients via the telephone.

To input radiology examination details, as requested, onto the radiology management system CRIS.

To pass on queries to colleagues within the team ensuring that patients are communicated with in an effective manner.

Ensure that outcomes of radiology procedures are recorded appropriately on PAS ensuring the correct appointments have been booked.

To organise transport, interpreters or anything else necessary to facilitate appointments as required within Trust guidelines for patients appointment at the hospital.

To deal with daily queries arising, either in person or over the telephone, from patients, other departments and members of staff, other hospital departments and GP practices. Directing any queries, that cannot be solved, to the relevant personnel.

Have an understanding of the transport arrangements for each geographical area and notify them that a patient is ready to collect. Keep patients informed and escalate any issues to the relevant senior manager.

To contact patients in accordance with DNA protocols, rebooking appointments where appropriate and informing colleagues within the Radiology Booking team.

To understand own level of development and accountability in relation to team structure.

Identify own learning needs from practice and plan personal development with assistance of manager following appraisal.

Attend all mandatory training sessions and other training as appropriate, as well as completing any staff surveys or supporting with audits.

Complete all mandatory and statutory training as requested by the Line Manager.

Receptionists will support new starters and demonstrate tasks.

Occasionally required to take private patients payments and make refunds.

Working flexibly across the team, covering all Reception areas across the department to ensure the work of colleagues is covered during peak periods or absence/annual leave.

Work on a computer for most of the working day. Light physical effort using keyboard for long periods and occasional sorting, filing notes.

Exposure to unpleasant conditions is rare. Use VDU equipment is continuous.

Person Specification

Experience

Essential

• Experience in an office/reception environment
• Good communication/interpersonal skills
• Ability to sort into numerical and alphabetical order

Desirable

• Previous experience in an NHS environment
• Experience in workload management

Qualifications

Essential

• GCSE Maths & English (or equivalent)

Knowledge

Essential

• Knowledge of using computer systems

Desirable

• Knowledge of booking appointments

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

Robert Jones & Agnes Hunt Orthopaedic Hospital

Gobowen

Oswestry

SY10 7AG

United Kingdom

Employer's website

https://www.rjah.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

DUTIES AND RESPONSIBILITIES

Key Tasks Precise roles within the Department will vary but will include some or all of the following:

1) Deal with patients face to face and by telephone in a sympathetic and welcoming manner.

2) Record details of patients arriving at Reception in Outpatients and make return appointments according to clinical requirements.

3) Using the Hospital computer (Patient Administration System) and other NHS systems including Royal Shrewsbury PAS, e mail to:i) Record and amend details of patients accurately on PASii) Book outpatient appointments and generate confirmation lettersiii) Cancel and reschedule clinic appointments as requested by patients or consultant staff.

4) Prepare all necessary paperwork for outpatient clinics.

5) Send appropriate paperwork to patients relating to appointments.

6) Answer routine telephone enquiries from patients and other members of staff.

7) Contact patients by telephone to book or confirm appointments.

8) Maintain confidentiality at all times.

9) Report problems to appropriate supervisor.

10) Ensure that medical case notes are kept in good order and up to date.

11) Pull medical case notes from case note library and file case notes into the library accurately.

12) Copy and distribute paperwork as necessary to support the functioning of the department.

13) Contribute to the smooth running of the Access Department as required by the Team Leader, which may include:i) Providing cross cover within the departmentii) Providing support to others within the departmentiii) Other duties specified by the Assistant Performance Manager or Appointments Team Leader.

14) Ensure commitment to maintaining a quality of service to the clinical departments supported.

Person Specification

Qualifications/Training

Essential

• GCSE or equivalent as a minimum (to include Maths and English)

Desirable

• Previous experience of Medical Records Department

Skills & Competencies

Essential

• Able to sort accurately into numerical and alphabetical order
• Good communication /interpersonal skills
• Tact and discretion when dealing with sensitive and confidential information.
• Ability to organise and prioritise own work
• Ability to manage busy workload where accuracy and attention to detail is essentia
• Team player / able to work flexibly

Desirable

• Able to use a variety of hospital computer systems, including PAS and SF4

Experience

Essential

• Experience in an office environment. Use of computers

Desirable

• Previous experience of Medical Records Department

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

RJAH

Gobowen

Oswestry

SY10 7AG

United Kingdom

Employer's website

https://www.rjah.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

The Team Leads ensure the Admin and Booking co-ordinators (ABCs) manage and co-ordinate the outpatient pathway from the ERS, through discharge or PIFU. To ensure appointments are booked according to the relevant protocols, MSST handbook booking policies and procedures. Contributing to the overall efficient and effective running of all designated clinics.

To establish and maintain good working relationships with other staff, Clinicians and support staff, radiology and other diagnostics, record staff, MSST partners & GP Practice staff across the whole system.

To provide a suitable role model to team members and direct reports.

To support the Administration and Booking Co-ordinators in maintaining multiple clear and robust waiting lists, maintain monitoring clinic capacity to treat all patients on the waiting list, and in collaboration with MSST referral centre. Working closely with the Business Manager, and Assistant Business Manager and the clinical Service Managers (Therapies and level 3).

To deal with enquiries from Outpatient staff, MSST partners referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Therapy Services and MSST Level 3, demonstrating knowledge of secretarial or administrative procedures and systems, some of which are non-routine, such as answering queries, progress chasing, and task-related problem solving.

Exercises judgement when dealing with enquiries. Analyses information to resolve problems quickly and efficiently within the MDT.

To work across numerous systems to provide a Shropshire wide service, including ESR, RIO, Apollo, Referrals and queries are received in multiple inboxes that must be managed in line with service standards. They support the Admin and Booking co-ordinators (ABCs) in the use of these systems.

a. Input activity data;b. Record and amend details of patients accurately on PAS; andc. Add referrals to a waiting list.

Make outpatient appointments and generate confirmation letters. The post holder will provide robust and successful leadership to guide and steer the team to achieve agreed targets and objectives, whilst ensuring all Trust and relevant system policies and procedures are adhered to.

The post holder will monitor all KPIs and targets relating to performance within the Team, and contribute to analysis for reporting purposes and to identify actions to address breaches to performance.

To contribute to the ongoing service improvement plans and policies for Therapies and MSST level 2 and 3, being open to changes to current practices and offering input into meetings/workshops as required, initiation and leading change within areas of own responsibility.

The post holder will manage the capacity and demand of the workload to ensure correct staffing levels and skill mix at all times, redeploying as required to provide cross cover across Therapies and MSST level 3

Conduct regular call quality checks with all staff and feedback and document within personal development plan.

Conduct regular system and information quality checks on all staff to ensure Trusts policies and procedures are being adhered to and document within personal development plan.

Maintain links with similar services to ensure the service follows best practice and shares best practice and changes to National and local policy are promptly integrated into the daily operation of the service.

The post holder will monitor data quality, ensuring information is accurate and timely data input, collect and provide statistical information as required.

The post holder will attend performance meetings (RJAH and MSST system wide meetings) and be accountable for clinic utilisation and performance and attend a meetings to highlight and respond to any possible issues in forthcoming weeks.

To monitor and ensure the weekly validation of PTLs (Patient Target Lists) for Outpatients, ensuring capacity issues are highlighted to the relevant Managers within the Access Team.

The post holder will monitor, record, validate and investigate daily, weekly and monthly reports ensuring accuracy and/or targets achieved for your areas.

The post holder will support the recruitment of staff to the service and organise induction & training for all new staff.

The post holder will be responsible for maintaining adequate staffing levels, ensuring rotas are co-ordinated to provide cover in peak periods and when high demands of patient telephone calls are anticipated.

The post holder will undertake and support all appraisal/personal development planning for all staff in accordance with Trust policies.

The post holder will record and monitor sickness levels within the team, reporting any breaches of thresholds to the ABA, and with guidance, taking staff though the relevant management stages.

The post holder will approve record and monitor annual leave for the team ensuring all areas are appropriately staffed, telephones manned and administrative tasks and local KPIs covered.

Represent the admin function at department meetings to convey departmental and organisational messages, such as operational issues, updates on processes and developments.

To be responsible for the daily huddles/coms cell meetings.

The post holder will work closely with the clinical service managers, providing updates when requested and identifying and developing best practice in each area.

The post holder will act as expert for operational booking processes within designated areas.

The post holder will maintain stationery levels for the admin function using the E-Procurement electronic ordering system. To assist in the ordering/receipting of stationery and supplies where appropriate.

The post holder will provide advice, information and guidance to patients, relatives and Trust staff regarding appointments and general information on waiting list management and will support the Administration and booking coordinators in this function.

The post holder will deal with complaints from patients, relatives and Trust staff, and where necessary passing on unresolved issues to the service manager, in line with Trust policies and standards.

The post holder will support the ABM in organising and supporting the administration function of the team in periods of absence/peak in workloads.

To monitor daily the Patient Tracking Lists (PTL) on RIO for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline. To use PTL (RIO and Apollo) spreadsheets to manage potential breaches within the Therapies department and book appropriately. To attend the monitoring meetings in the absence of the Assistant/Business administrator and to escalate concerns and potential solutions.

To provide copies of Therapy treatment notes to Solicitors upon official written requests.

To manage Therapists diaries ensuring all training and meetings are inputted To deal with patients face to face and by telephone in a sympathetic and welcoming manner. To ensure the provision of a high-quality reception function, supporting the training of staff to provide reception cover.

Send appropriate paperwork to patients relating to therapy appointments.

To be a first point of contact for patients with clinical concerns which could include urgent or emergency pathways.

Ensure all relevant documentation is scanned onto EPR and filed as appropriate. Ensure all relevant documentation is uploaded onto RIO.

To work closely and effectively with the Therapy team in order to support communication throughout the service, take messages and relay information.

Maintain confidentiality at all times.

Escalate issues and potential solutions.

To ensure that medical case-notes are kept in good order and up to date, ensuring scanning occurs in a timely fashion.

Ensure efficient/accurate filing of case-notes.

Copy and distribute paperwork as necessary to support the functioning of the Departments.

Set up new outpatient clinics and amend booking rules as required and to rota the provision of duty clinician function in MSST level 3.

To be responsible for producing the clinic utilisation report (manually) and to liaise with the MSST referral centre to ensure clinics are utilised and planned efficiently with partner organisations.

To be responsible for ensuring that all clinic appointments are outcomed correctly from either the clinical outcome form, RIO or once the clinic dictation is typed. To be responsible for addressing missing outcomes.

To ensure the admin team consistently identify appropriate issues to escalate to the duty clinician, Clinical Team Lead; Clinical Service Manger or Administrative Service Manager; for example to take responsibility for the communication of any urgent results received by the admin team to the appropriate clinician.

To be responsible for ensuring that the admin team deal with all inboxes daily along with individual email, responding in line with service standards.

Participate in providing training within the Department, making sure individual training matrix is up to date.

Person Specification

Qualifications

Essential

• GCSE or equivalent as a minimum (inc Maths and English).
• ILM First Line Management or Customer Services NVQ Level 3 - 4 or NVQ in Business Administration or their equivalent (or demonstrates equivalent level of experience)

Experience

Essential

• Experience of supervising a team.
• Previous experience of working in the NHS
• An understanding of capacity management. An understanding of National and Local wait time targets (RTT Referral to Treatment)
• Ability to analyse and interpret data. Customer service experience

Desirable

• Previous experience of utilising hospital patient administration systems.
• Previous experience in NHS.
• Customer service experience.

Knowledge (including specialist or technical knowledge required)

Essential

• Staff management and leadership.
• Knowledge of outpatient booking systems
• Able to work to deadlines. Ability to prioritise and manage workload where accuracy and attention to detail is essential
• Understanding of medical terminology
• A clear understanding of referral to treatment waiting times and targets

Desirable

• Experience of NHS booking systems.
• Experience of current issues in healthcare and waiting list management
• Knowledge and understanding of Personnel Policies

Skills and Competencies

Essential

• Able to work on own initiative and under pressure. Able to work flexibly and multitask.
• Able to work within a multidisciplinary team
• Good communication skills. Written, oral and electronic
• Tact and discretion when dealing with sensitive and confidential information.
• Advanced keyboard skills IT literate. Knowledge/proficiency in the use of varied computer programmes (Excel. Word & Outlook)

Desirable

• ECDL or equivalent
• Knowledge of National E-Referral System

Personal Qualities & Trust Values

Essential

• Ability to manage own busy workload as well as supervise the work of the team. Self-motivated. Good leadership skills. Motivate and lead a team. Communicate effectively at all levels both verbally and in writing. Deal with sensitive issues with tact and diplomacy (complaints/difficult or upset patients or staff) .
• Demonstrates commitment to the Trust's published values.
• Good leadership skills
• Flexible approach, ability to complete a variety of tasks at one time.

Desirable

• The ability to maintain high levels of morale.

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

The Robert Jones and Agnes Hunt Orthopaedic Hospital

Oswestry

SY10 7AG

United Kingdom

Employer's website

https://www.rjah.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Establish and maintain good working relationships with staff within Access, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services.

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead.

Establish and maintain good working relationships with Access staff, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead

Person Specification

Qualifications/Training

Essential

• Relevant NVQ Level 3 or demonstrable level of equivalent experience

Experience

Essential

• Good computer keyboard skills and knowledge of computer programmes such as Micosoft Office
• Understanding of and commitment to confidentiality and data security requirements
• Experience in an office environment

Skills and Competencies

Essential

• Competent in use of Microsoft office functions, email and internet
• Customer care skills including a pleasant and professional telephone manner and excellent oral and written communication
• Good forward planning and ability to manage and prioritise own workload effectively
• Ability to handle a high volume of work and problem solve
• Able to work flexibly and work as part of a team

Knowledge

Essential

• Good knowledge of computer programmes and inputting of data
• Good knowledge of booking systems and processes

Flexibility

Essential

• Able to work flexibly and provide reception cover as required across a seven-day service, including weekends.

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

The RJAH Orthopaedic Hospital NHSFT

Oswestry

SY10 7AG

United Kingdom

Employer's website

https://www.rjah.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

Establish and maintain good working relationships with staff within Access, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services.

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead.

Establish and maintain good working relationships with Access staff, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals & GP Practice staff.

Maintaining a clear and robust waiting list, monitoring clinic capacity to treat all patients on the Radiology waiting list, working closely with the Admin Team Lead.

Add patients to the Radiology waiting list from referral, ensuring all information is entered on to the CRIS system and where necessary request images.

Deal with enquiries from Departmental staff, Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services

Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

Undertake full reception duties for Radiology clinics on a rota basis, including welcoming meet and greet, IT arrival registration, managing clinical outcomes, adding patients to waiting lists, completing appointment episodes and any other clerical duties as deemed necessary by the Admin Team Lead

Person Specification

Qualifications/Training

Essential

• Relevant NVQ Level 3 or demonstrable level of equivalent experience

Experience

Essential

• Good computer keyboard skills and knowledge of computer programmes such as Micosoft Office
• Understanding of and commitment to confidentiality and data security requirements
• Experience in an office environment

Skills and Competencies

Essential

• Competent in use of Microsoft office functions, email and internet
• Customer care skills including a pleasant and professional telephone manner and excellent oral and written communication
• Good forward planning and ability to manage and prioritise own workload effectively
• Ability to handle a high volume of work and problem solve
• Able to work flexibly and work as part of a team

Knowledge

Essential

• Good knowledge of computer programmes and inputting of data
• Good knowledge of booking systems and processes

Flexibility

Essential

• Able to work flexibly and provide reception cover as required across a seven-day service, including weekends.

Values

Essential

• Demonstrates commitment to the Trust's published values

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

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

The RJAH Orthopaedic Hospital NHSFT

Oswestry

SY10 7AG

United Kingdom

Employer's website

https://www.rjah.nhs.uk/ (Opens in a new tab)

Job description

Job responsibilities

1. Assigned to specific Consultant Surgeons but there is an expectation that staff will provide support and cover during periods of leave for colleagues, including other departments.

2. Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms and escalating these to consultants.

3. Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse

4. Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

5. To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked

6. To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline

7. To be responsible for authorised over booking where appropriate, ensuing priority of patients is considered through reviewing several databases and consideration a range of options, such as diagnostics, new and old patients and patients in trouble, seeking assistance from the Outpatient Team Leader or Administrative Service Manager when needed.

8. Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team as necessary.

9. Ensure all relevant documentation is scanned onto EPR and filed as appropriate.

10. Liaise with Team Leader regularly to receive updates on waiting times and discuss and make recommendations to improve waiting list management.

11. Provide a daily report on the status of the outpatient waiting list for consultants to whom you are assigned.

12. Ensure that patients receive all the relevant documentation pertaining to their appointment.

13. Plan and liaise with consultants regarding appointments to enable prioritisation of work.

14. Whilst arranging appointment dates use knowledge of clinic capacity.

15. To constantly work adhering to the Access Policy, keeping abreast of changes as communicated by Senior Staff.

16. Ensuring Choose and Book appointments are booked in correctly, where not, ensuring the appointment is rescheduled appropriately and the patient is informed.

17. Re-arrange or cancel full clinics as directed by the operational team (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.

18. Re-arrange or cancel clinic appointments as requested by the patient (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.

19. Provide detailed information for clinicians regarding their waiting lists.

20. Provide a high level of customer care exchanging information with patients and staff regarding outpatient processes and procedures, such as discussions around individual needs, such as adjustments for patient appointments.

21. Liaise with the Head of Patient Access and Administrative Services Managers to ensure all clinics are utilised and planned efficiently. Notify Consultants on any factors they made need to know resulting in their clinic being affected.

22. To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.

23. Ensure all clinic appointments are outcomed correctly from either the clinical outcome form or once the clinic dictation is typed.

24. Communicate with the discharge team to ensure follow-up appointments are booked at a requested point of time, balancing needs and requirements such clinic capacity and Consultant availability.

25. Escalate appropriate issues to Consultants, operational Management, Team Leader &/or Administrative Service Manager.

26. Regularly deal with queries from anxious patients or relatives (gaining appropriate confirmation of patients permission do so) when giving difficult messages such as delays to appointments which can often be met with high emotion, then requiring staff to utilise empathy and direct as appropriate.

27. Deal with Outpatient teams inboxes daily along with personal email, responding in a prompt and correct manner.

28. Participate in providing training within the Department, making sure individual training matrix is up to date.

29. Maintain Lorenzo details and update patient details.

30. Liaise with the Outpatient resource team re: changes, bookings, cancellations. This is to ensure that resources can be appropriately reallocated as necessary.

31. Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic.

32. Participate in maintaining physical waiting list filing and general healthcare record filing system.

33. Provide support to the Head of Patient Access, Administrative Services manager and Team Leader.

34. To participate in general administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning and any other technology that may be introduced to support the Trusts systems and processes

35. To contribute to the ongoing service improvement plans and policies for Outpatients, being open to changes to current practices and offering input into meetings/workshops as required.

36. Participate in mandatory training and induction programmes as well as staff appraisal and objective setting

37. Expected to concentrate for long periods of time (up to 2 hours), undertaking outcomes and analysis of Patient Target List.

38. Individuals can expect frequent interruptions from patients calling the department and also colleagues requiring urgent support.

39. There will be occasional exposure to verbal aggression whilst communicating unwelcomed news which can be challenging such as delays to appointments.

40. Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.

Person Specification

Qualifications/Training

Essential

• NVQ Level 3 or equivalent experience
• GCSE Maths and English

Skills/Knowledge

Essential

• High level of verbal and written communication skills

Desirable

• Knowledge of outpatient booking systems
• Knowledge of NHS RTT Targets

Aptitudes and Attributes

Essential

• Team player / able to work flexibly
• Good telephone manner
• Ability to organise and prioritise own work

Desirable

• Able to use a variety of hospital computer 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.

Employer details

Employer name

Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

Address

RJAH Orthopaedic Hospital

Twmpath Lane

Gobowen

SY10 7AG

United Kingdom

Employer's website

https://www.rjah.nhs.uk/ (Opens in a new tab)