Outpatient Co-ordinator

**Title: Outpatient Co-Ordinator / Administrator (Private Patients)**

**Grade**:S

**Responsible to**:Business Development Manager

**Accountable to**:Chief Executive Officer

**Liaises with**:Members of the hospital teams, external medical secretaries, consultants, and members of the public.

**Job Summary**:
**Principle Duties**:
**1. Communication/Customer Service and Team working**
- Excellent verbal communication skills, using tact, discretion, empathy, and sensitivity to private patients.
- Communicate with staff, private patients, and relatives at all levels in an appropriate manner, both in person and on the telephone, ensuring they receive a responsive and supportive service at all times.
- Provide a complete administrative service to the Private Patient Office.
- Ensure all private patient correspondence is dealt with promptly.
- Communicate with private patients regarding their appointment times in a courteous manner.
- To present a positive image of self and of the hospital by always being welcoming and maintaining a professional attitude.

**2. Planning and Organising**
- Ensure all private patient notes are prepped and distributed to relevant departments in a timely manner.
- Co-ordinate private patient appointments.
- To book appointments and admissions onto electronic system.
- To organise tests and pre-operative assessments.
- Liaise with consultants and medical secretaries as necessary.
- To organise private patient X-rays results onto electronic system for consultants to view during private patient appointments.
- To maintain a record of all private patients appointments and admissions.
- To work with the Business Development Manager to develop processes to refine the private patient service.
- To prioritise and organise own workload to meet the needs of the private patient service.

**3. Administration**
- Store confidential information onto relevant computer systems.
- Open and action post as required.
- To liaise with the Trust’s Management Accountant regarding package prices for private patient procedures.
- To send quotations to private patients in a timely manner.
- To take cash/PDQ payments from private patients wishing to pay for private healthcare services, over the telephone or in person.
- To ensure an efficient private patient notes filing system is maintained.
- To provide the Business Development Manager with information regarding key trends and conversion from outpatient to theatre.

**Confidentiality**

As an employee you have a responsibility to maintain the confidentiality of any confidential information which comes into your possession regarding patients, employees or any other business relating to the Tetbury Hospital Trust

Your attention is drawn to the confidential nature of information collected within the health service. The unauthorised use or disclosure of patient or other personal information is a dismissible offence and in the case of computerised information could result in a prosecution for an offence or action for civil damages under the Data Protection Act.

**Health & Safety**

As an employee you have a responsibility to abide by all of the safety practices and codes provided by the Trust and have an equal responsibility with management for maintaining safe working practices for the health and safety of yourself and others.

Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974), and associated legislation, to maintain a safe working environment for both staff and visitors,

All employees must comply with the Trust Infection Control Policy. All employees must attend infection control training

**Quality Assurance**

As an employee of the Trust you are a member of an organisation that endeavours to provide the highest quality of service to our patients. You are an ambassador of the organisation and, as such, are required to ensure that high standards are maintained at all times.

**Equal Opportunities**

As an employee you have a responsibility to ensure that all people that you have contact with during the course of your employment, including patients, relatives and staff are treated equally in line with the Trust’s Equal Opportunities Policy.

**Risk Management**

You have a responsibility for the identification of all risk which have a potential adverse affect on the Trust’s ability to maintain quality of care and the safety of patients, staff and visitors, and for the taking of positive action to eliminate or reduce these.

**General Notes**

**Safeguarding**

All employees have a responsibility to support the safety and well-being of children, young people and adults at risk of harm and to practice in accordance with legislation. Knowledge, skills and competency are to be maintained according to role and responsibilities in order to fulfil Safeguarding Children and Adults at Risk responsibilities. All employees are expected to comply with existing local Safeguarding policies and procedures