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Appointments and Referrals Co-ordinator
| Posting date: | 13 September 2024 |
|---|---|
| Salary: | £24,071 to £25,674 per year |
| Additional salary information: | £24071 - £25674 a year |
| Hours: | Full time |
| Closing date: | 27 September 2024 |
| Location: | Wakefield, WF1 4DG |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9377-MED2252 |
Summary
Key Responsibilities Develop and maintain the ability to use and simultaneously navigate a range of computer systems including Patient Administration System, the electronic referral system, patient records, order communication system, digital call handling system, Microsoft packages, particularly Excel The post holder will be required to work in a fast paced environment, with the ability to manage competing demands whilst multitasking with the possibility of multiple interruptions. To frequently sit and concentrate using multiple computer screens for a substantial proportion of the working day, inputting accurate information using varying computer systems at the same time, often whilst speaking to a patient. To provide a dedicated service to individual specialties, working in partnership with a multi-disciplinary team including clinical and administrative colleagues to keep outpatient clinics utilised to optimum levels. Using Excel, extract and filter patients from the New Waiters and Follow Up PTL, Patient Tracking List, to ensure patients selected are in clinical priority and chronological order in line with local and national targets prior to booking. Book, cancel and rearrange appointments in line with the Trusts Patient Access Policy ensuring slots are offered to patients giving reasonable notice. To have a clear understanding of patient pathways and episodes ensuring patients are supported safely through their pathway be this routine, cancer or acute. To be responsible for managing a patient pathway within the eReferral system by way of booking appointments, monitoring pathways, redirecting and rejecting referrals whilst liaising with and escalating to clinical and management teams as appropriate. Using digital systems to collate clinic capacity schedules on a daily basis, problem solving slot issues and escalating risks where necessary. To support the Patient Access Team Leader in collating information for the weekly service Access and Performance meetings. The post holder will be responsible, for registering new patients on the Trust Patient Administration System, ensuring all information is data quality checked against the National Patient System To be accountable for adding new patient referrals to the Trust Patient Administration System ensuring new Consultant or Nurse episodes are created on the system correctly. Collating new patient referrals and ensuring these are distributed to the clinical teams for patient triage in a timely manner, keeping an effective tracking record of all referrals and actioning appropriately on return with timely escalation of risk for outstanding referrals. The post holder will be responsible for proactively managing internal appointment requests via the Order Comms System, rolling on the referrals if appropriate and having an understanding of the requirements stated on the form by utilising the patient episode screen. The post holder will be responsible for managing specialty email inboxes for their service which regularly contain clinical escalation and prioritisation of patient appointments, ensuring that all emails are dealt with and actioned in a timely and efficient manner to maintain service delivery and patient safety. Develop knowledge of a wide range of specialities to enable accurate booking of appointments in line with Trust policy and specialty guidelines. Ensure patients are managed in line with the Trust Access policy for DNA and cancellations, alerting the Clinician where appropriate taking into account child protection and safeguarding of children and adults. Escalate to Patient Access Team Leader on a weekly basis any patients who rearrange on multiple occasions so that these can be clinically validated and safeguarding risks assessed. To maintain departmental specialty booking guidelines ensuring these are maintained and up-to-date for individual specialities. To ensure all calls are answered in line with departmental service level agreement ensuring call quality is maintained for a positive patient experience and in line with departmental key performance indicators. To ensure all calls are logged with the appropriate phone coding to aid service redesign and development. To deal effectively with calls from internal and external stakeholders of varying complexities ensuring a positive resolution or transfer to relevant department as necessary. To assist with the confidential management of all types of patient records both electronically and paper to maintain confidentiality and security in line with Trust policies and procedures. Ensure a high standard of customer service is provided at all times to all service users in a helpful, courteous, empathetic, reassuring and diplomatic manner. The post holder will be required to often communicate sensitive and sometimes distressing information to patients, relatives and carers. The post holder will be expected to have a knowledge and awareness of the communication requirements of patients, relatives and carers in line with Accessible Information Standards. To use confident interpersonal skills to enable effective communication with all. The post holder will at times be the first point of contact for patient complaints. They must have the ability to show compassion and understanding and support with the initial investigation to the concerns raised and an awareness of when to escalate to a formal process. Evaluate, prioritise and proactively manage incoming post on a daily basis. Ensuring inappropriate referrals are returned to the referring care provider and consideration of clinical escalation of potential expedite of patients care. The post holder will be required to accurately scan patient referrals to Trusts electronic patient records ensuring data quality and patient safety. Assist with other booking teams within Access Booking and Choice when required to ensure efficient service delivery. To attend regular departmental meetings and be compliant with the departments Mandatory Training. Attendance at least half of the meetings each year is an expectation. To carry out general administration duties and provide clerical assistance as required, prioritising own workload on a daily basis while recognising when it is appropriate to escalate to a manager. To assist in the training of new colleagues, offer ongoing support and knowledge share with other members of the Outpatients Team, in order to gain an understanding of the wider outpatient service.