Impres (Imsk) Appointments

37.5 hours permanent

An exciting opportunity has arisen to work as part of an established team on Reception, within the IMPReS service. IMPReS is the integrated Musculoskeletal, Pain Management and Rheumatology service

The post holder will be based at Barbara Castle Way Health Centre, delivering out
- patient services or at one of our sites on reception. A high level of flexibility is required to meet the needs of the service and a willingness to travel is essential as you may be expected to work across multiple sites and specialities within the IMPReS service across East Lancashire according to service need.

You will be required to provide high quality front of house administration and clerical service for all users of the Integrated Musculoskeletal, Pain & Rheumatology Service (IMPReS), ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner.

Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways.

Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.

**Please Note**: new entrants to the NHS will normally commence on the first pay point of the relevant band.

POST TITLE Appointments Administrator/Receptionist

BAND Band 2

DIVISION Diagnostic & Clinical Support

BASE ELHT Sites

REPORTS TO (IMSK) Admin Team Leader

JOB SUMMARY

To provide a high quality front of house administration & clerical service for all users of the Integrated Musculoskeletal, Pain & Rheumatology Service (IMPReS), ensuring that the administration associated with all patient appointments is completed accurately and in a timely manner. Dealing with in-bound and out-bound calls to agreed professional standards and providing administration and monitoring support for the referral pathways.

Under the guidance of the Team Lead the post holder will on a daily basis monitor the demand of referrals that have been activated through e-referrals and ensure enough triage time Is allocated and scheduled across MSK and Physio Extended Scope Practitioners to ensure that they are triaged within the 24 hour target set by the CCG Commissioners and to ensure there are no breaches.

MAIN DUTIES

Act as the first point of contact for all users of the Integrated MSK, Pain & Rheumatology Service. Be committed to continuous improvement of data quality within the SPOA and Booking Teams and to contribute towards and support service improvement

Excellent customer service skills when dealing with enquiries from patients, members of the public and staff, in a polite and appropriate manner at all times. Receive sensitive and contentious information/queries of a confidential nature and to be able to deal with it in an appropriate manner, using tact or persuasive skills, to neither offend or antagonise when there are barriers due to culture, language differences or complexity of their conditions.

Liaise with patients to arrange a mutually convenient appointment whilst taking into consideration clinical priority, availability of clinicians and the constrictions of the Access Booking Targets and enter the information onto the Integrated MSK, Pain & Rheumatology Service e-scheduling
- and information management systems.

Ensure patients are inputted onto the correct waiting list recording accurate and up-to-date confidential data on to computerised systems, i.e. EMIS, Choose and Book, Continuum, PAS etc.

Organise as and when required the attendance of interpreter/link workers for patients attending clinics as per Trust guidelines.

Ensure DNA’s are actioned in line with Trust Policy.

Provide cover for receptionist when required.

General clerical duties

Able to work without supervision and as part of a team and manage own time maintaining up to date and efficient administration systems.

Responsible for recording of all triage decisions made by clinician’s that come through SPOA and then re-direct them to the relevant service/teams.

Record triage data on a daily basis onto the SPOA spreadsheet.

Ensure urgent and routine referrals are managed appropriately and within agreed timeframes.

Maintain Triage waiting list on a weekly basis

Action rejected referrals from secondary care

Monitor NHS Net to pick up any referrals within the IMPReS folder from Orthopaedics, Pain Management and Rheumatology.

COMMUNICATION.

Participate in regular Department Meetings putting forward issues and suggest possible solutions,

Ensure all patient demographics are correct when receiving activation calls.

To liaise with GP Surgery’s, secondary care and other agencies regarding IMSK service.

TRAINING AND DEVELOPMENT

To undertake to use EMIS, Continuum system, Choose and Book, Booking Centre Telephone system, and other departmental systems.

To undertake to attend relevant training courses internal and external and to participate in the Personal