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Outpatient Appointment Coordinator

3 months ago

Leamington Spa, Warwickshire, United Kingdom South Warwickshire University NHS Foundation Trust Full time

Position Overview

The Patient Access Services department is a dynamic and varied environment responsible for scheduling outpatient and inpatient appointments for patients. We are seeking an individual who is enthusiastic about taking on this full-time position.

The primary responsibility of the successful candidate will be to operate within the Outpatient Booking Team. Comprehensive training will be provided to ensure proficiency in the role.

The individual will be expected to adopt a patient-centered approach throughout the patient journey, actively working to prevent or escalate any potential breaches of RTT (Referral to Treatment) waiting times to the appropriate management personnel.

Applicants should demonstrate strong teamwork capabilities while also being able to work autonomously. Flexibility and the ability to take initiative are essential, as the role involves collaborating proactively with colleagues to meet waiting time targets. The successful candidate will manage their own workload effectively, ensuring high standards of data quality and customer service.

Key Responsibilities

The role involves being a versatile team member, performing clerical tasks within Patient Access Services, and providing support to patients, medical professionals, and management, all while maintaining a customer-focused service.

About Our Organization

Join a Trust recognized for excellence by the CQC. South Warwickshire NHS Foundation Trust has received outstanding ratings following our latest CQC inspection, and we are looking to expand our team to enhance our services further.

We deliver a wide range of services across the region, including hospitals and community services. Our organization is progressive and expanding, with a strong commitment to improving quality, integrating care pathways, and achieving high productivity levels.

Our core values can be summarized as follows: We are 'Trusted to provide safe, effective, and compassionate care.' Throughout the recruitment process, candidates will be encouraged to reflect on how they embody these values and their impact on their work, regardless of their role.

Job Duties

Core Responsibilities

  1. Coordinate patient appointments for outpatient services, adhering to established protocols through both in-person and telephone interactions, including adjustments to scheduled dates.
  2. Ensure all pertinent patient information is accurately recorded in the Trust's Patient Administration System (PAS) and updated as necessary.
  3. Work flexibly and provide coverage for colleagues within the department as needed.
  4. Address daily inquiries from patients, consultants, and other staff members in a professional and composed manner.

Communication

  1. Ensure patients receive appropriate communications regarding their appointment confirmations, rescheduling, and any relevant information.
  2. Provide non-clinical guidance regarding procedures and processes tailored to individual patient needs, seeking further assistance from consultants or lead nurses when necessary.
  3. Engage with patients to ensure they are informed about the booking process through telephone and email communications.
  4. Participate in the call handling rota, managing calls professionally and assisting patients with their inquiries.
  5. Collaborate with reception staff regarding clinic schedules and follow-up appointments.

Service Enhancement and Team Development

  1. Contribute to the development and revision of protocols and processes as required.
  2. Participate in the training and onboarding of new team members and interns.

Data Integrity

  1. Ensure accuracy in data entries and maintain meticulous record-keeping at all times.
  2. Regularly validate waiting lists to ensure accuracy.
  3. Monitor patient pathways to prevent breaches of the 18-week waiting time standard.

Candidate Profile

Qualifications

Essential

  • Good general education.
  • NVQ Level 2 in Customer Service/Administration or equivalent.
  • European Computer Driving Licence (ECDL) or RSA Stage II/III Typing.
  • NVQ Level 3 in Customer Service/Administration or equivalent knowledge.

Experience

Essential

  • Prior experience in customer service.
  • Previous clerical experience.

Desirable

  • Experience within the healthcare or NHS sector.

Skills

Essential

  • Clear and articulate communication skills, both verbal and written.
  • Strong interpersonal skills and the ability to work collaboratively within a team.
  • Ability to take initiative and demonstrate practical skills.
  • Competence in communicating with all levels of staff and the public.
  • Proficiency in Microsoft Outlook, Excel, and Word.
  • Experience in managing one's own workload effectively.
  • Demonstrated initiative and innovative thinking in problem-solving.
  • Strong analytical skills to balance theatre lists and clinic schedules.

Desirable

  • Familiarity with Patient Administration Systems.
  • Understanding of clinical procedures to manage waiting lists.
  • Knowledge of medical terminology.

Personal Attributes

Essential

  • Responsible and dependable.
  • Able to work independently.
  • Effective team player.
  • Cooperative and adaptable.
  • Aware of personal limitations.
  • Open to change.
  • Professional demeanor.
  • Commitment to patient confidentiality.
  • Able to perform under pressure and meet deadlines.

Desirable

  • Ability to implement new ideas for the benefit of patients, staff, and the work environment.

Other Requirements

Essential

  • Willingness to develop personal skills.
  • Demonstrated ability to work flexibly and multitask.