Outpatients Administrator

2 weeks ago

Reading, United Kingdom Royal Berkshire NHS Foundation Trust Full time

This is an exciting opportunity to join our Reception teams within the Cardiology & Respiratory Departments. The current opportunity is for a temporary role as a part -time Outpatient administrator at the Royal Berkshire NHS Foundation Trust (RBFT), who provides a first class, efficient, pro-active and patient focused service.

We are looking for an enthusiastic, highly motivated and organised individual to provide outstanding service to all who visit the departments, as well as admin support to the Cardiology and Respiratory teams, in the delivery of a patient focused service. You will need to be confident working within a team in a fast paced environment and have excellent IT skills, be comfortable communicating with patients and colleagues at all levels and work quickly and accurately under pressure.

You will be responsible and accountable for consistently and accurately carrying out your duties as well as the provision of a high quality and efficient service, providing this in a confident and courteous way to service users.

This post requires previous experience of delivering high levels of customer/patient service, working within an administrative environment, preferable experience within the NHS but not essential, using multiple computer systems and managing data (electronic and paper based). Full compliance with local procedures, deadlines and best practice will be a key part of the role.

As the first and last point of contact with the hospital, special attention should be given at all times to ensure a positive patient experience by providing a welcoming, helpful and supportive reception service.

To meet and greet patients, carers and visitors at reception desks in line with the Trust procedures and ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and a knowledgeable point of contact providing clinic details and non-clinical information to patients.

To maintain and update the Electronic patient records (EPR) following training using the training manual and procedures supplied.

To understand the complete range of administration functions, responsibilities and duties both routine and non-routine to contribute to the effective delivery of patient care, through knowledge of hospital systems and consultant practice.

The post holder will be responsible for accurately collecting demographic and personal details to ensure the Trust captures essential income. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

The post holder will be required to work with mínimal supervision and have the ability to work under pressure, and be able to exercise sound judgement and decision making skills whilst working as part of a multi-disciplinary team or under own initiative.

The job holder will display the agreed behaviours of the Directorate and the Trust as encapsulated by the performance management and personal development documentation, and in particular, the Trust expects all staff to comply with all relevant policies and codes of conduct and to display the values of the Trust.

The key purpose of this role is to deliver a 'world class' service to the Trust and the job holder will be expected to deliver this level of service through personal conduct, personal responsibility and the following key characteristics.

Outpatient Pathway
1. Process referrals after triaging from the Pulmonary Rehabilitation Physio team in line with Standard Operating Procedure (SOPs).
2. Schedule initial phone call assessment appointments from Excel waiting list.
3. Prioritise post-exacerbation referrals (PEPR) when booking initial appointments.
4. Monitor waiting list and patients on hold in clinic with waiting times outlined in SOP.
5. Reschedule outpatients clinics as requested - to be done in line with waiting time targets where possible.
6. Input walking test assessment appointments onto Electronic Patient Record as booked by clinician.
7. Ensure paperwork completed by clinicians is scanned onto the Electronic Patient Record in a timely manner.
8. Use the Trust’s medical transcription system and ensure that letters and discharge summaries are processed in accordance with SOPs.
9. Liaise with patient records staff, clinical colleagues, other admin teams and other organisations to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultations.

Pathway Tracking
1. To understand the British Thoracic Society (BTS) guidelines for waiting times from receipt of referral to start date of Pulmonary Rehabilitation.
2. Investigate and take the appropriate action where pathways are incomplete to ensure that patients are receiving timely treatment and Trust Information is robust.
3. Screening patients to ensure they have been referred to their preferred location for

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