Renal Booking Administrator

4 weeks ago

Brighton, United Kingdom University Hospitals Sussex NHS Foundation Trust (279) Full time

Role Summary This is a multi-skilled role whereby the post-holder will be required to gain a strong knowledge of outpatient clinics to make, amend, and cancel outpatient appointments in line with the patient access policy, and according to waiting time and clinical urgency. The post holder will handle incoming telephone calls from patients, GPs, and other hospital staff with a range of queries. The post holder will gain an in-depth knowledge for clinics within a designated specialty area but will also be expected to gain a broader knowledge of other clinics. This role will range from the registration of new patient referrals, to handling GP and patients queries for clinics to making/amending and cancelling appointments.

The post holder will have an impact on a patient journey throughout all aspects of the outpatient booking process and will be responsible for recording all patient contact and bookings on the patient administration system. The main duties of the post are: To register new patient referrals and send these for clinical triage so that the urgency of the appointment can be highlighted by a clinician. To book, amend and sometimes cancel outpatient appointments for patients via the telephone and to confirm these details by letter using the patient administration system. To answer telephone calls from patients, GPs, and other Trust staff, always maintaining confidentiality and ensuring that a patient focussed/professional service is maintained.

Key Working Relationships Patients and their Relatives/Carers/Parents/Guardians Renal admin team Clinicians Outpatient Nursing Clinical and Directorate Management Teams GP and Community Services Outpatient Reception Services Main Duties and Responsibilities To register new patient referrals and send these for clinical triage so that the urgency of the appointment can be highlighted by a clinician. To index referrals in the Trust referral management system so that the correct clinician can review the referral. To update patient demographics in the Trust patient administration at time of referral registration. To book, amend and sometimes cancel outpatient appointments for patients via the telephone and to confirm these details by letter using the patient administration system if required.

To work to targets and objectives, managing a workload or phone calls, booking of appointments, dealing with queries, data management and general daily duties. To respond to patient needs and ensure that their individual needs are always met, making adjustments where required in order for them to access the care that they need. For example, booking interpreters for patients whose first language is not English. To provide and receive complex and sensitive information to and from patients about their appointment and give explanations and instructions clearly and concisely where barriers to communication may exist.

To raise and escalate any questions where you do not have a solution for the patient so that this can be investigated to ensure that there is no delay to patient treatment. To follow the patient access policy when booking and amending patient appointments and to always book patients in order, by waiting time and by clinical urgency. The postholder must advise the Access Manager if the clinic capacity is insufficient to accommodate number appointments required and ensure the Access manager is always informed. To provide information to the Access Manager regarding the number of patients still waiting to be booked as requested.

To ensure that when a patient or referrer cancels a routine appointment, and no further appointment is required that the waiting list and referral entries are closed on Care Flow. To regularly validate the Patient Tracking List for any discrepancies, action as appropriate and audit against referrals received. To ensure that the correct appointment type is booked i.e., new/follow up, face to face or telephone. To update referral urgency and sub-specialty information on the Trust patient administration system following a clinical review of every referral.

To answer telephone calls from patients, GPs, and other Trust staff, always maintaining confidentiality and ensuring that a patient focussed/professional service is maintained. To cancel clinics in line with the Trust policy, ensuring that the correct approval process has been followed. This will involve cancelling patient appointments and where possible re-booking to another date. To ensure the correct recording of cancellation reason and reason in the Trust patient administration system, ensuring that all updates are recorded in the referral comments.

To update patient demographics on the Trust patient administration system at time of booking if there has been a change. To ensure that text message confirmations are sent when making or amending appointments. To work under pressure, maintaining the ability to multi-task whilst dealing with complex and sometimes emotional situations, such as

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