2 Week Wait Booking Co-ordinator

4 days ago

Warwick, United Kingdom South Warwickshire University NHS Foundation Trust Full time

Patient Access Services is a busy and diverse area that books outpatient and inpatient appointments/operations for patients and we are looking for an individual who is interested in this fixed term role.

The post holder will work within the 2ww Outpatient Booking Team. The main focus of this role is to book 2ww appointments/set up clinics etc. The applicant will also be expected to help with general enquiries face to face or on the telephone as well as cancelling or rescheduling appointments. Full training will be provided.

The post holder will also be required to ensure that they provide a patient centred approach at every stage of the patient journey, and ensuring potential breaches of RTT (referral to treatment) waiting times are avoided or escalated to the relevant manager.

Applicants will need to be good team workers as well as able to work independently. They will need to be flexible, and able to use their own initiative working proactively with colleagues to ensure waiting time targets are achieved. The post holder will be responsible for prioritising own workload and ensuring data quality and customer service are met to a high quality standards.

To work as a flexible member of a team to carry out clerical duties within the Patient Access Services giving support to patients, medical staff and the management process, maintaining an effective customer focused service.

Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are ‘Trusted to provide safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Key Responsibilities

Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.

Ensure all relevant patient information is recorded on the Trust’s PAS system and updated accordingly, including early offers of operation date.

To be the point of contact in the Trust for booked admission enquiries from patients.

Work flexibly and provide cross cover for colleagues in the Department.

Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.

Two Week Wait Referrals

Responsible for Two Week Wait Cancer referrals, via the fax or Choose and Book, TIA referrals and urgent referrals that are either faxed or brought into the office.

To receive referrals via the fax or the Choose and Book system and process immediately, as all patients are to be seen within two weeks in line with national guidance.

To input referrals onto the hospital system within 24 hours, add waiting lists and make appointments within the set timescales.

To liaise with patients with regards to their appointment in keeping with the data protection/confidential policy, being sensitive at all times whilst giving information/ instructions over the telephone to patients.

To input all patients onto the two week cancer database daily, ensuring that all details are correct and that this dealt with in a timely manner.

To run the two week wait report daily to check that all patients have received an appointment and that patients have been entered onto the cancer database.

To deal with all two week wait queries, in person or via the telephone and to divert inappropriate calls.

eRs (Choose and Book)

To check the PTL, ensuring that all “dummy” referrals are cancelled in line with Trust procedure.

To run the two week breach report in Choose and Book, the missing letter enquiry and cross check the “dummy” clinic in PAS with the work list in Choose and Book, to ensure that all patients referred, and have an attached referral letter.

To support the monitoring of the appointment slot issue work list daily, booking appointments where possible.

To accept or reject all Choose and Book referrals, highlighting any that are to be rejected to the Assistant Manager.

To support the monitoring of the displaced and rejected cancellation work lists daily.

To support with Choose and Book queries from staff within the Trust and GP practices.

Transient Ischaemic Attack(TIA)

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