Administration Officer and Receptionist

4 weeks ago

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

Develop and maintain the ability to use and navigate a range of computer system simultaneously, including the Patient Administration Systems, Electronic Patient Record, Patient Call System and Order Comms System. Responsible for entering data into the Patient Administration System diligently ensuring outcomes and procedure codes support the Trust in accurately recording activity within the Outpatient setting. The post holder will be responsible, where required, for registering new patients and adding their referrals to Patient Administration System ensuring this is linked to the correct patient pathway alongside collating the required documentation. Book patient appointments using the Patient Episode Screen, ensuring appointments are made on the correct episode and with the correct consultation media selected.

Demonstrate good understanding and knowledge of National Targets and local process in support of the referral to treatment pathway, cancer and acute pathways, clinical procedure and outcome codes alongside clinic practices. To support patients overcoming barriers to communication e.g cultural, language, hearing impairments, physical or learning disabilities. Responsible for ascertaining the Overseas Status of each patient and recorded in the Patient Administration System, using a defined set of questions, delivering these to the patient in a professional and courteous manner. Where necessary escalate any concerns to the Overseas Team, thus aiding the Trust to redeem chargeable activities.

Respond professionally to patient enquiries in the waiting areas regarding length of wait for appointment. Also advise on social distancing measures in place, escalating as required to the appropriate member of staff. Develop knowledge of a wide range of specialties to enable accurate booking of appointments, on correct episodes and pathway in line with Trust guidelines and Standard Operating Procedures. The post holder will be required to work across sites on a rota basis and across different desk areas and covering different specialties.

The environment is fast paced therefore the post holder will be required to manage competing demands whilst multitasking and the possibility of multiple interruptions using appropriate and timely escalation to line manager for support and guidance. Ensure outcome forms, both received from the patient and in electronic version via a digital workflow are managed efficiently ensuring the patients outcome code and procedure coding marked by the clinician is logged accurately thus ensuring the patient receives the correct pathway of care. Using the Patient Episode Screen, ensure the correct patients episode and pathway is closed on the PAS system if required on the outcome of their discharge. Admitting and discharging patients from the waiting list on the PAS system, on completion of their treatment in the outpatient setting.

Communicate empathetically and professionally with patients in all scenarios particularly when dealing with issues of a sensitive nature or in a difficult situation. Follow the correct process for patients who fail to attend their appointment (DNA) based on the clinical validation to ensure the correct codes and due date are input to ensure patients follow their correct pathway. Also ensuring Clinicians are informed of consecutive DNA or cancellations. If capacity allows, and within specialty guidelines, ensure any further appointments are made for the patient prior to them leaving the department.

Where there is insufficient capacity ensure the escalation process to the specialty service is undertaken. Liaise with members of the multi-disciplinary team for issues including missing information on outcome forms and insufficient capacity to book as required appointment under 6 weeks following the escalation process as instructed. When undertaking any action or contact with a patient, ensure any specific requirements are undertaken including transport; interpreters, patient communication needs etc. Maintain patient confidentiality by ensuring all patient records are managed and stored safely.

When checking information on the PAS system, as the patient attends clinic, ensure any alerts are noted as to their personal specific requirements alerting clinicians to any relevant information ie safeguarding. Develop effective working relationships and communication with the multidisciplinary team, liaising where necessary regards the needs of the patient. Adhere to trust policy for GDPR and confidentiality at all times when handling sensitive and confidential information. Assist in the training of new colleagues, offering ongoing support.

Ensure smooth running of all processes related to patients attending outpatient clinics including preparing for the following days clinics. Ensure the reception areas are kept tidy and manageable at all times.

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