Clerical Officer

4 months ago

Manchester, United Kingdom The Christie NHS Foundation Trust Full time

Referrals & Bookings are responsible for processing new patient referrals and supporting outpatient activity through the provision of a high quality, patient/ customer focused service, ensuring that relevant is available for the clinical team on our systems.

Clerical Administrators are responsible for ensuring that all new referrals are managed effectively and in line with maximum waiting times as outlined in standard operating procedures and policies as appropriate.

This is a busy and varied role, and the post holder must possess excellent administration and communication skills.

The above indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder.

To support outpatient activity through the provision of a high quality, patient/customer focused service. To work closely with the Clinic Administrators and Medical Secretaries to ensure the timely preparation of case notes for all outpatient appointments. To support the administrative process of registering outpatient referrals and liaising with service users to organise appointments in line with policies and associated standard operating procedures as appropriate.

The above indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder.

Referrals & Bookings currently is a large team of Clinic Administrators and Clerical Officers who work collaboratively to ensure all key tasks are completed. Staff within the department can benefit from training gain skills in all key operating systems that are used in The Christie. There is scope for Clerical Officers to learn new skills and eventually progress to Clinic Administrator positions within the department.

Assisting patients who are referred to The Christie can be highly motivating as our main focus is ensuring that patients are communicated with effectively and have been provided with the necessary information in order to attend appointments.

All local procedures and Trust policies are adhered to.

DUTIES AND RESPONSIBILITIES

Ø Ensure that all new referrals are registered within 24 hours of receipt, and scanned onto the Patient Administration System (Medway) and CWP.

Ø Ensure the timely preparation of new patient notes for all outpatient attendances.

Ø Ensure accurate input of patient details when updating information databases and Patient Administration System (Medway), including routine use of the case note tracking system.

Ø Support the Clinic Administrators to manage clinic templates including amending appointment slots, cancelling, reducing or adding new streams and adding ad hoc or new clinics onto the Patient Administration System (Medway).

Ø Liaise with referring Trusts regarding any outstanding patient reports as per Minimum Data Set (MDS) requirements.

Ø Take action in line with escalation procedures to ensure management are aware of any service issues or risks and concerns raised by a service user.

Ø Communicate with service users (patients/relatives) via telephone in an empathetic and professional manner, using tact and diplomacy. Acknowledge potential barriers to communication e.g. language difficulties, disabilities and modify style of communication appropriately.

Ø Communicate effectively with all members of staff and external stakeholders, ensuring that a professional manner is maintained at all times.

Ø Undertake general administrative duties e.g. collating and disseminating incoming and outgoing correspondence, filing paperwork, to contribute to the effective operation of the team.

Ø Undertake all duties allocated by Clinic Supervisors or Assistant Service Manager as appropriate to the role e.g. answering patient queries, preparation of patient notes, appointment bookings.

Ø Work autonomously and as part of a team, to organise own workload and prioritise urgent matters e.g. referrals requiring an urgent appointment.

Ø Good knowledge of Health Records systems and Medway.

Ø Maintain a good understanding of RTT and Cancer Standards, and contribute to the compliance of all patient pathway targets.

Ø Work within all Trust policies appropriate to the role.

Ø Participate in rotational requirements to support the needs of the service, putting patient services before personal preferences. Provide cover during periods of annual leave and sickness for other administrative staff.

Ø Undertake any other duties as and when required.

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