Patient Care Advisor

An opportunity has arisen for a Band 3 Patient Care Advisor 30 hours per week (MondayFriday 9-5pm with Tuesday off) within the Patient Access Centre based at The Walton Neurology Centre.
The post holder will be responsible for providing a high-quality administrative service booking appointments, registering referrals, recording clinical outcomes and handling patients via phone ; please see job description for full details.
To provide an excellent customer service to patients, relatives, carers, colleagues and external organisations
To work as a member of a flexible team, enabling and supporting patients through the choice pathway to book outpatient service & Emergency appointments according to NHS targets in a knowledgeable and courteous manner.
To confidentially receive and record accurately clinical information from GPs, Trusts etc at all times.
To work in a centralised Patient Access Centre and provide cross-cover for other staff across the Centre to ensure a consistent and effective administration service is always maintained.
Capacity & Demand Scheduling - identifying where extra clinics are needed to meet the outpatient waiting time targets and escalating appropriately.
Support the Patient Access Supervisor/Team Leader to deliver RTT and other National Targets.
To Escalate any changes to clinics received where patients may breach waiting times to appropriate divisions.
The Walton Centre NHS Foundation Trust is the only NHS trust to hold dual accreditation for the Investors in People. We invest in people and we invest in wellbeing standards and have been awarded Gold status for both. The Walton Centre is a leader in the treatment and care of neurology and neurosurgery, placing the patient and their family at the heart of everything we do. As the only specialist hospital trust in the UK dedicated to providing comprehensive neurology, neurosurgery, spinal and pain management services we are proud to be rated as an Outstanding Trust by the Care Quality Commission (CQC), and champion change throughout the field of neuroscience. Originally formed in 1992, the Trust received Foundation Trust status in 2009.
With around 1,450 staff, The Walton Centre treats more than 127,000 outpatients and 18,000 inpatients each year. We have leading specialists and incredibly dedicated staff delivering excellent clinical outcomes for brain, spinal and neurological care nationally and internationally. Teams across our site in Fazakerley, Liverpool, offer a world-class service in diagnosing and treating injuries and illnesses affecting the brain, spine and peripheral nerves and muscles, and in supporting people suffering from a wide range of long-term neurological conditions.
Ensure adherence to the Patient Access Centre Standard Operating Procedures at all times.
Participate in departmental shift patterns as required by the service and its patients, which include both early and late shifts
Provide cross-cover for other staff across the centre to ensure a consistent and effective service is maintained at all times.
Register referrals and process via the WCFT Electronic Referral Management Standing Operating procedure including the NHS e-Referral Service.
Register new patients onto the Patient Administration System accurately ensuring all RTT IPTAMDS information Is accurately recorded.
Ensure patient details are obtained and recorded including mobile phone numbers and ethnic origin.
Actioning rejected referrals ensuring that they are closed on the PAS system and returned to the referrer with the relevant advice or standard rejection letters, this includes requesting s specific information as detailed by the triaging consultant.
Where IPTAMDS is not provided, contact referrer to obtain and record.
Courteous and efficiently receive all telephone enquiries from patients, carers and external agencies in relation to hospital appointments, admissions and general enquires, ensuring that accurate records, both manual and electronic are maintained and any appropriate action is taken in a timely manner.
Arrange Outpatient appointments as required, considering the direct & Partial booking systems used which also includes cancelling and changing of appointments as necessary.
To manage appropriate Outpatient Waiting List (OWL) ensuring appointments do not breach waiting time targets - Liaise with Team Leader/PAC Manager around clinic capacity issues.
To ensure that all clinic appointment slots are filled appropriately to reduce unused slots.
Ensure patient is communicated with effectively in relation to their appointment via phone or letter.
Action the trusts text messaging system ensuring that replies from patients are responded to in a timely manner.
Ensure appointments are managed as per the Patient Access Policy
Ensure correct use of appointment scheduling systems appropriately (diaries, clinic templates etc.)
Collaborate with other staff and departments as necessary to arrange appropriate appointments/investigations/admissions.
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