Endoscopy Waiting List Clerk/Reception
3 weeks ago
Key Responsibilities
- To be named contact point liaising with patients, relatives and/or carers as well as medical representatives, GPs, nursing staff, surgical team and support services to ensure the admission is appropriately planned and managed. This can be face to face, over the telephone, in writing or electronically.
- To overcome barriers on a daily basis in supporting patients that might not easily understand due to cultural or language differences, physical or mental special needs, or due to age.
- To use tact and persuasion to negotiate a mutually convenient date for a patient's procedure when they may be upset or angry.
- To communicate unpleasant news in an empathetic manner to patients, relatives or carers over the telephone and provide reassurance at times of distress or when discussing issues of a sensitive nature.
- Accurate addition of patients to the waiting list ensuring any relevant notes are recorded.
- To provide advice to patients with matters relating to their admission (pre and post-operative guidance) and with regard to their position on the waiting list.
- 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.
- To plan multiple procedure lists up to six weeks in advance, using clinical knowledge, medical terminology and information to meet the patients' 18-week, diagnostic, cancer and/or 28-day rescheduling targets.
- Ensure that effective planning and organisation of procedure lists are utilised to their maximum potential, taking into account BSG guidelines, specific patient needs, cancelling/rescheduling patients, replacing short notice cancellations, organising specific clinical staff, and arranging enhanced care beds.
- Responsible for communicating information and changes relating to elective admissions, endoscopy lists, etc., with regards to intended procedures, specific kit requirements, and specific anaesthetic input to relevant staff Trustwide.
- Identify, attempt to resolve and pre-empt situations which may result in a breach of access targets.
- Regularly analyze waiting list information from Enterprise CaMIS and multiple Priority Treatment Lists (PTL) 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 Government 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 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.
- Computer systems used include Enterprise CaMIS, Open CaMIS, Microsoft applications, Shared drives, ICE, Theatre Man, File Tracker, HealthView, Medisoft, view and ad-hoc letters, Spine Portal, PTL and CITO.
- To handle sensitive and confidential information on a daily basis taking into account data protection.
- Coordinate the admission for patients with complex social or medical requirements or those undergoing a planned sequence of care.
- To work under own initiative within approved policies, procedures, booking guidelines and escalation processes to make decisions to ensure efficient and patient-centred service delivery.
- To ensure specialty policies are implemented within own work area and to contribute to suggested changes as required.
- To ensure additional resources are booked as required by the patient to ensure a safe admission and patient-centred approach, i.e., book transport to ensure arrival on time, arrange interpretation services for consent purposes.
- Prioritise own workload on a daily basis while recognising when it is appropriate to escalate to manager.
- To multi-task between activities with frequent interruptions and a need to leave one task immediately.
- Reprioritise your workload to resolve any unexpected issues.
- To understand, contribute, implement and apply knowledge of relevant procedures and knowledge of how to resolve non-routine problems.
- To frequently sit and concentrate in a restricted position for a substantial proportion of the working time due to continuous exposure to VDU equipment, inputting information via a keyboard and using a telephone headset, whilst using multiple computer systems at the same time.
- Assist in the training and induction of new staff and provide continuous support with regards to the coordination of their workload.
- To work flexibly according to the needs of the service, including covering for colleagues during periods of leave.
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