Booking Clerk and Receptionist

4 days ago

Torquay, United Kingdom Torbay and South Devon NHS Foundation Trust Full time

To provide efficient administration in all aspects of patient appointment booking with strict adherence and compliance to the Trust’s Patient Access Policy. To ensure that patients are treated with courtesy, dignity and respect.
- Ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trusts Patients Access Policy
- To ensure the successful management of patients who are referred to the Trust while waiting for treatment within locally agreed access targets
- To ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and Data Protection Act 1998. Amend or report inconsistencies of data as soon as possible
- To ensure the systems of managing appointments for patients who have failed to attend (DNA’s) are in accordance with the Trust DNA policy
- Handling inbound calls
- Booking, cancelling and rearranging Outpatient appointments
- Making outbound calls
- Maintaining a high standard of customer service
- Checking patients in for Outpatient appointments
- Management of notes (tracering, requesting, etc.)
- Setting up of clinics for day
- Providing admin support to the Clinical team in the daily running of clinics
- Use of hospital systems to effectively support the management of the patient journey
- Managing clinic capacity
- Managing pending lists and wait times
- Processing new referrals from external and internal sources
- Managing theatre and secretary request spreadsheets
- Liaising with colleagues at all levels to ensure the patient journey is smooth
- To work in accordance with the Trust policies at all times

About your new team and department

The Gynecology Patient Access Centre and Outpatient reception is made up of 5 Team members, 4 Booking Clerks/receptionists and one supervisor which are based in Women’s health unit on level 5. The team books Outpatient Appointments for the Women’s health service within the Torbay and South Devon Healthcare Foundation Trust.

Why Work With Us
- Handling inbound and out bound calls
- Booking, cancelling and rearranging Outpatient appointments
- Maintaining a high standard of customer service
- Checking patients in for Outpatient appointments
- Management of notes (tracering, requesting, etc.)
- Setting up of clinics for day
- Providing admin support to the Clinical team in the daily running of clinics
- Use of hospital systems to effectively support the management of the patient journey
- Managing clinic capacity
- Managing pending lists and wait times
- Processing new referrals from external and internal sources
- Managing theatre and secretary request spreadsheets
- To work in accordance with the Trust policies at all times
- To wear the Patient Administration Uniform in accordance with Trust policy
- To ensure the outpatient booking and reception process is managed in line with the Standard Operating Procedures in accordance with the Trusts Patients Access Policy
- To ensure the systems of managing appointments for patients who have failed to attend (DNA’s) are in accordance with the Trust DNA policy
- To ensure patients are treated with courtesy, dignity and respect at all times in accordance with the Trust values
- To use the relevant IT systems to ensure patient appointments are managed correctly and efficiently in line with the departments Standard Operating Procedures

T o complete all department related administration tasks accurately and efficiently as required
- 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 PAS
- When booking a patient’s appointment at short notice to ensure that the patient case notes are requested and the relevant prepping clerk is informed. Where the appointment is booked after clinic prep cut off times before the clinic, the required case notes will need to be prepared and taken to the appropriate reception area
- To ensure that the correct new outpatient waiting list entry is added to PAS after receiving referral letters
- To ensure the correct following waiting list entry is added on PAS and validated against the clinic outcome letter where the patient is requiring an outpatient procedure
- To receive and action any requests by line manager to cancel or reduce clinics. To ensure that any patients affected by these changes are notified as appropriate, re-booked in line with the Patient Access Policy
- To ensure the Standard Operating Procedures are followed in relation to all handling, transferring between departments and storing of patient case notes and any other medical / personal documents
- To ensure that any loose documents are filed in the appropriate section and to tidy and repair damaged patient case notes
- To ensure the reception areas are kept in compliance with the legislation in the Data Quality Standards and Data Protection Act 1998

Outpatient Wai

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