Clerical Officer

3 months ago

Bury St Edmunds, United Kingdom West Suffolk NHS Foundation Trust Full time

Please see the full job description for more detail in supporting information Job summary: The post holder will have frequent contact with patients, carers, relatives, and members of the MDT. To ensure new patient encounters are available on E-Care, booking new and follow-up appointments. The administrator will complete the check-out process with expert knowledge of RTT coding for surgical appointments. The post holder is required to multi-task in different specialty clinic areas, including the Macmillan unit supporting staff and patients with difficult and distressing situations.

Staff are expected to manage complex queries from patients, relatives, and other staff in all medical record related aspects. To support the Audiology service with repairing patient hearing aids via a walk in service, replacing tubes, moulds, batteries, and cleaning hearing devices. Recording patient details for more complex repairs following the department process for managing hearing devices. To add new patient encounters for the virtual fracture clinic, when a patient has been referred from another provider, reception staff are required to use the PACS system to ascertain if an image has been uploaded and if the x-ray or imaging is not available, receptionists will telephone PACS to request the image.

Appointments are then made on e-Care following the VFC, these new encounters relate to the 18-week pathway. Medical Haematology & Oncology New and Follow up patient appointments are not booked by the Telephone Appointments Centre; therefore, the reception staff manages the complex appointment booking process. The reception staff liaises with MDTs, Consultants, nurse specialists and the Day unit staff to plan, organise, and schedule appointments according to individual Chemotherapy and Radiotherapy programmes. The staff will also be expected to work closely with the AOS team when unwell patients are being admitted as emergencies.

To frequently offer support and sensitivity to patients and relatives within the unit especially when they have received bad news. Medical Haematology & Oncology patients do not receive NetCall reminders; reception staff will track and send appointment reminder letters to these patients ahead of their yearly Radiotherapy follow-up appointment, to further support patient care. To further support the Day Surgery Unit adding new Orthopaedic encounters to ensure patient discharges are not held up. To frequently utilise tact and persuasive skills when there are barriers to understanding i.e., language barriers, patient or family members who are emotional, abusive or under the influence of drink or drugs, in order to minimise personal risk.

To support destressed patients and visitors. To update patient registration details on e-Care complying with national guidelines for access to healthcare for overseas visitors. To work closely with the overseas finance team identifying patients who have not been a resident in the UK for more than 12 months. To pro-actively promote among clinicians, health care workers and any other associated outside agency, awareness of the Health Records role and its uses within the trust in order to raise the stature of Health Records as the essence of professionalism.

Facilitate improved communication within the department and between other departments, clinicians, managers, ward staff, hospital transport and other external agencies. To meet and greet patients on Outpatient Reception areas, in an appropriate, polite and helpful manner to assist in ensuring the patient experience is as positive and pleasant as possible in line with the Trust Putting You First initiative. Demonstrate professionalism when dealing with telephone enquiries whilst adhering to the rules under the General Data Protection Regulations. Be aware and able to deal with situations that may cause conflict (e.g., potentially violent patients/relatives) and respond in an appropriate manner using conflict resolution techniques.

To assist in the planning and organising of outpatient clinics to include the re-scheduling of follow up appointments, completion of clinic outcome codes in line with the RTT, 18-week pathway to facilitate clinic income coding. Planning and Organising The Administrator will ensure that all reception areas are covered should sickness be reported and adjust the staffing rota accordingly. To allocate workload to other colleagues and to Band 2 bank staff according to priority and demand. To take formal minutes of the Health Records Committee and Health Records Governance meetings on a monthly basis.

To transcribe and type the minutes, working with the Outpatients and Health Records Service Manager to ensure accuracy and to then distribute to committee members. To liaise with the Transport team when patients are/have been using the transport service in order to attend Outpatient appointments. To plan their collection by liaising with the control centre and the Discharge Waiting Area. Staff record

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