Integrated Therapies Appointments Officer

5 months ago

Bury St Edmunds, United Kingdom West Suffolk NHS Foundation Trust Full time

Please see the full job description for more detail JOB PURPOSE To provide comprehensive management of appointments system for Physiotherapy, Speech & Language, Occupational Therapy & Lymphoedema Outpatients. To provide a professional reception service to patients and visitors to the Integrated Therapies Department. To ensure the timely processing of referrals to the Integrated Therapies Outpatient Department. To provide a professional and efficient clerical service to the clinical and admin team.

Communication and Team Working To provide a welcoming, efficient and polite service to patients regarding the booking of therapy outpatient appointments using agreed systems and practices. To use information from referrals to ensure they are directed to the appropriate clinicians, flagging urgent cases as required. To liaise with the Outpatient Reception Team Lead and senior clinicians to ensure capacity matches demand and highlight capacity issues as they arise. To ensure that all referrals received to the service are managed appropriately and in a timely fashion, highlighting any problems to senior staff as soon as they are identified.

To deal with all telephone calls in a polite and efficient manner, re-routing inappropriate calls to the relevant areas. To respond to detailed enquiries from patients and clinicians, some of which may require further research, in a polite and timely manner. To work flexibly in support of the service and to cover sickness and annual leave absences. To participate in weekend rotas as requested, in support of the Integrated Therapy Service.

To ensure that all tasks are completed wherever possible, prior to the end of shift and that comprehensive handover notes are passed on as required. To ensure that any problems or urgent work are addressed as a priority on a daily basis, communicating any issues to the Outpatient Reception Team Lead and/or senior clinical staff. To cancel and rearrange patient appointments where necessary to meet the needs of the service, using tact and sensitivity at all times. Planning and Organising To support the Outpatient Reception Team Lead in maintaining the accuracy of the electronic appointing system, liaising with IT as required to achieve this.

To ensure that all clinic slots are actively managed to ensure the smooth running of the service and enable maximum clinic utilisation and highlighting waiting list numbers to senior staff. To ensure that all annual leave, study leave and other planned absences for clinical staff, are accurately reflected on the electronic appointing system. To ensure that own annual leave or other planned absence is requested in a timely fashion and to ensure cover is arranged for such occasions. To be responsible for the organisation of all reception files to ensure they are kept up to date and accurate and to ensure they stored in a secure manner in accordance with Trust policy.

To send out and collate relevant documentation to patients for any specific studies or audits as requested by clinical staff. In the absence of the Outpatient Reception Team Lead deal with complex enquiries or daily issues that may arise. To have a working knowledge of Bookwise to be able to check live clinic room bookings, make and cancel bookings and deliver basic training as required. Monitoring, Analysis and Evaluation Assist in meeting 18 week targets and other targets as identified by the Outpatient Clinical Lead Physio, Integrated Therapies Business Manager and senior clinical staff.

Be able to investigate and update the PTL (patient tracking list) and PIFU PTL (Patient Initiated Follow Up, patient tracking list), reporting any complex issues to the Outpatient Reception Team Lead. To identify and prioritise appointments as indicated by triage staff/highlighted by referrer. To understand the fundamentals of demand and capacity and work with clinicians and the Outpatient Reception Team Lead to maintain/reduce waiting times whenever possible. Managing Resources Complete stationery orders for Purchasing Department as requested by departmental staff.

Manage stationery stores cupboard and ensure reception area is stocked with necessary stationery at all times. To ensure that all resources are correctly utilised in the management of patient appointments and data inputting. Report departmental facilities issues in a timely way via the FMFirst Portal. Training and Teaching To ensure that personal mandatory training is completed and maintained in line with Trust policy.

To identify own needs for personal development, education and training. To assist in the training of new staff (including temporary staff) to ensure they have a thorough understanding of the processes of the reception and appointments service. To attend regular 1:1s with the Outpatient Reception Team Lead.

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