Business Support Coordinator

3 weeks ago

Dewsbury, United Kingdom The Mid Yorkshire Teaching NHS Trust Full time

Develop and maintain the ability to use and simultaneously navigate a range of computer systems including Patient Administration System (PAS), the electronic referral system, electronic patient records, electronic order communication system, digital call handling system, Microsoft packages, particularly Excel. The post holder will be required to work in a fast paced environment, being able to manage competing demands whilst multitasking and the possibility of multiple interruptions, using appropriate and timely escalation to line manager for support and guidance. To frequently sit and concentrate at a computer for a substantial proportion of the working day, inputting information via the keyboard and using a telephone headset, using multiple computer systems at the same time with accuracy. To provide a dedicated service to multiple specialties, working in partnership with multi-disciplinary teams to co-ordinate referral transfers to and from NHS and Private Sector providers, tracking patients throughout this journey to deliver an excellent patient experience.

To also undertake referral back to GP care where appropriate. To be responsible for multiple worklists on the electronic referral system that records a patients failure to attend or cancelled appointment accordingly. This can include the administrative discharge of patients following clinical assessment or the re booking of a new appointment. To be accountable for the timely administration and escalation to the relevant clinical team for referrals where the GP/referrer feels the patient has become more clinically urgent.

To manage the Communication Access Management Service (CAMS) in line with the Trust Accessible Information Standards. This is to ensure patients with enhanced communion needs are met timely to ensure safe ad effective care and in line with the Equality Act. To manage the ABC text message responses using relevant IT systems ensuring they are dealt with in a timely manner and completed accurately as well as escalated should there be any clinical risk. Also being accountable for sending ad-hoc text messages to patients as per service request, ensuring that patient demographics are up to date to meet GDPR.

To support with the management of HMP patients and their care pathways through consistent communication with internal teams and the Prison service while always maintaining strict confidentiality and ensuring all IT systems are updated accordingly. To filter and analyse the Prisoner Patient Tracker List in order to liaise directly with consultants who hold clinics within the prison for further planning and consideration. Investigate and take appropriate action where there is evidence that pathways are not recorded correctly and may impact on patient care thus requiring further escalation and consideration from Data Quality. Tracking the patients who are on a Patient Initiated Follow Up pathway and require another appointment by booking a follow up appointment or amending the patients pathway on the IT systems to reflect that they have made contact and need to be seen in a timely manner.

Escalating where required. On a daily basis access, investigate and problem solve issues from the Trust external patient letter provide exception report. Book, cancel and re-arrange appointments in line with the Trusts Patient Access Policy ensuring slots are offered to patients giving reasonable notice. To have a clear understanding of patient pathways and episodes ensuring patients are supported safely through their pathway be this routine, cancer or acute.

Ensure patients are managed in line with the Trust Access policy for DNA and cancellations, alerting the Clinician where appropriate taking into account child protection and safeguarding of children and adults. To ensure all calls are answered in line with departmental service level agreement ensuring call quality is maintained for a positive patient experience and in line with departmental key performance indicators. To ensure all calls are logged with the appropriate phone coding to aid service redesign and development. Ensure a high standard of customer service is provided at all times to all service users in a helpful, courteous, empathetic, reassuring and diplomatic manner.

To report maintenance and domestic repairs to appropriate wards/departments on instruction from the departmental manager. Attend regular departmental meetings. Attendance at least half of the meetings each year is an expectation. We also attend meetings related to core tasks, dealing with various different intermediaries and colleagues within and external to the trust.

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