Administrator
6 months ago
The post holder will undertake some of the following duties dependent upon which team they join, but over time will be trained to become multi-skilled across all areas. To action all referrals in accordance with the specialty acceptance criteria ensuring accurate data recording on Trust systems and timely onward transmission to the reviewing consultant to ensure that the RTT targets times are achieved. To actively monitor and chase the return of referrals to ensure that patients are booked in for their appointment as soon as practically possible and to ensure that any issues are immediately escalated to the Senior Administrator for resolution. To action rejected and accepted referrals in accordance with the policy and processes ensuring that all Trust systems are updated accurately and waiting list entries are not duplicated.
To contact patients by telephone in the first instance to offer a choice of appointment date and time ensuring that the appropriate RTT clock stops and starts are applied dependant on the outcome of the contact. Patient contact must be made in accordance with the Patient Access Policy. All contact attempts must be recorded accurately recorded on Trust systems. Review and action entries on the outpatient PTL ensuring corrective actions are taken in a timely manner to guarantee the integrity of the RTT reporting.
To perform the booking in procedures ensuring that patients ID checks are undertaken in accordance with policy and procedures. To provide a reception service dealing with members of the public, face to face, ensuring the delivery of an effective and efficient Outpatient Service. To maintain a professional manner and appearance at all times. Monitor that all patients booked onto a clinic have an outcome recorded on the Trust IT systems.
Discuss clinic outcome requirements with Medical staff and Nursing staff and where appropriate query decisions when incorrect RTT codes and outcome requests have been applied. Ensure that all telephone calls are dealt with in a timely, polite and courteous manner, ensuring patients and staff enquiries are dealt with professionally and amending reports where appropriate. Any messages taken are clear and concise and where unable to assist the caller immediately, investigations to be carried out and a return call made to give accurate updates. Ensure all appointments are made within the given deadlines particularly in relation to fast track cancer and urgent cases and giving feedback to supervisors where targets are not being met.
To liaise with Medical Secretaries, Medical staff, Trust departments, other Health Care providers and outside agencies in making, amending and cancelling new and review appointments. To use the Trust IT system and any localised systems to book and send appointments following guidance and instructions from Consultants and Clinicians ensuring that patients have individual appointment times in line with the NHS waiting time targets. Where appropriate, locate all medical records required for clinic, ensuring the correct tracking procedure is carried out for all case notes using the Trust IT system. In accordance with Trust policy, book interpreters and transportation as requested by the referring clinician and ensure that any bookings are cancelled/ amended in the light of appointment changes.
Escalate to the Senior Administrator any requests that are outside of policy in order that these can be resolved. To action all appointment booking requests made and ensure that the correct communication is made with the patient. Work within Trust and Department standards and policies. This includes written and verbal instructions.
To recognise and deal with difficult situations and utilise procedures and policies to minimise violent and aggressive behaviour. To ensure patients are treated in accordance with the Disability Discrimination Act and that facilities are made available to ensure equity of treatment. To handle issues and complaints raised by patients and visitors in a courteous professional manner escalating to the relevant Team Coordinator if appropriate. To have knowledge of the Patient Advisory Liaison Service (PALS): when, how and why it can be accessed.
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