Registration and Appointment Booking Clerk

Role summary To provide an excellent customer service to patients, relatives, carers, colleagues and external organisations To provide booking and appointment services for Outpatient Departments and ensure compliance with waiting time targets and procedures To work in a centralised Patient Access Centre and provide cross-cover for other staff across the Centre to ensure a consistent and effective administration service is maintained at all times Key responsibilities Ensure adherence to the Patient Access Centre Standard Operating Procedures at all Participate in departmental shift patterns as required by the service and its patients, which include both early and late shifts Provide cross-cover for other staff across the centre to ensure a consistent and effective service is maintained at all times Register referrals and process via the WCFT Electronic Referral Management Standing Operating procedure including the NHS e-Referral Service. Register new patients onto the Patient Administration System accurately ensuring all RTT IPTAMDS information Is accurately recorded. Ensure patient details are obtained and recorded including mobile phone numbers and ethnic origin. Actioning rejected referrals ensuring that they are closed on the PAS system and returned to the referrer with the relevant advice or standard rejection letters, this includes requesting sspecific information as detailed by the triaging consultant Where IPTAMDS is not provided, contact referrer to obtain and record.

Courteous and efficiently receive all telephone enquiries from patients, carers and external agencies in relation to hospital appointments, admissions and general enquires, ensuring that accurate records, both manual and electronic are maintained and any appropriate action is taken in a timely manor Arrange Outpatient appointments as required, taking into account the direct & Partial booking systems used which also includes cancelling and changing of appointments as necessary Ensure patient is communicated with effectively in relation to their appointment via phone or letter Action the trusts text messaging system ensuring that replies from patients are responded to in a timely manner. Ensure appointments are managed as per the Patient Access Policy. Ensure that information received into the department is recorded accurately onto the appropriate system. Ensure all outcomes following patient attendance is captured and entered correctly.

Where necessary chase missing outcome forms with staff and clinicians. Escalate any issues to PAC Manager. Ensure all satellite ward referrals are registered onto the PAS system and follow up appointments arranged where requested. Support Appointment Waiting list coordinator, Supervisor and Management in service delivery.

Work closely with and maintain excellent communication channels with both clinical and administrative Divisional staff. Arrange transport or translator if appropriate Ensure that patient risks or additional requirements are recoded onto the PAS system in line with Accessible Information Requirements. For example, visual or hearing impairments. As requested ensure all relevant patients scans and diagnostic results are available for clinics Assisting clinicians by sending any missing referrals to them on the day of clinic.