Patient Care Advisor
4 weeks ago
Role summary To provide an excellent customer service to patients, relatives, carers, colleagues and external organisations To work as a member of a flexible team, enabling and supporting patients through the choice pathway to book outpatient service & Emergency appointments according to NHS targets in a knowledgeable and courteous manner. To confidentially receive and record accurately clinical information from GPs, Trusts etc at all times. To work in a centralised Patient Access Centre and provide cross-cover for other staff across the Centre to ensure a consistent and effective administration service is always maintained. Capacity & Demand Scheduling identifying where extra clinics are needed to meet the outpatient waiting time targets and escalating appropriately.
Support the Patient Access Supervisor/Team Leader to deliver RTT and other National Targets. To Escalate any changes to clinics received where patients may breach waiting times to appropriate divisions. Key responsibilities Ensure adherence to the Patient Access Centre Standard Operating Procedures at all times. Participate in departmental shift patterns as required by the service and its patients, which include both early and late shifts Provide cross-cover for other staff across the centre to ensure a consistent and effective service is maintained at all times.
Register referrals and process via the WCFT Electronic Referral Management Standing Operating procedure including the NHS e-Referral Service. Register new patients onto the Patient Administration System accurately ensuring all RTT IPTAMDS information Is accurately recorded. Ensure patient details are obtained and recorded including mobile phone numbers and ethnic origin. Actioning rejected referrals ensuring that they are closed on the PAS system and returned to the referrer with the relevant advice or standard rejection letters, this includes requesting sspecific information as detailed by the triaging consultant.
Where IPTAMDS is not provided, contact referrer to obtain and record. Courteous and efficiently receive all telephone enquiries from patients, carers and external agencies in relation to hospital appointments, admissions and general enquires, ensuring that accurate records, both manual and electronic are maintained and any appropriate action is taken in a timely manner. Arrange Outpatient appointments as required, considering the direct & Partial booking systems used which also includes cancelling and changing of appointments as necessary. To manage appropriate Outpatient Waiting List (OWL) ensuring appointments do not breach waiting time targets Liaise with Team Leader/PAC Manager around clinic capacity issues.
To ensure that all clinic appointment slots are filled appropriately to reduce unused slots. Ensure patient is communicated with effectively in relation to their appointment via phone or letter. Action the trusts text messaging system ensuring that replies from patients are responded to in a timely manner. Ensure appointments are managed as per the Patient Access Policy Ensure correct use of appointment scheduling systems appropriately (diaries, clinic templates etc.) Collaborate with other staff and departments as necessary to arrange appropriate appointments/investigations/admissions.
Receive and respond to communications from patients wishing to change or cancel their appointments ensuring guidelines in the Patient Access Policy are followed. Ensure Outpatient Waiting entries have been recorded correctly and against the correct waiting list / booking group. Ensure that information received into the department is recorded accurately onto the appropriate system. Ensure all outcomes following patient attendance is captured and entered correctly liaise with divisions/consultants for missing outcomes ahead of deadline and escalate to Team Leader/PAC Manager any issues for escalation.
Ensure all satellite ward referrals are registered onto the PAS system and follow up appointments arranged where requested. Support Divisions and Management in service delivery. Work closely with and maintain excellent communication channels with both clinical and administrative Divisional staff. Arrange Translator if appropriate for new appointments.
Ensure that patient risks or additional requirements are recoded onto the PAS system in line with Accessible Information Requirements. For example, visual or hearing impairments. As requested, ensure all relevant patients scans and diagnostic results are available for clinics. Assisting clinicians by sending any missing referrals to them on the day of clinic.
Participate in sickness and holiday cover at the discretion of Supervisor or Manager. Provide cover in other departments where booking services are provided by PAC as and when required. To be open to future changes involving the booking of appointments and to attend training when necessary.
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