Outpatients Administration Clerk

Outpatient Administration Clerk

37.5 hours per week - Permanent

We have an exciting opportunity to join our Pain Management Administration team on a full time permanent basis. You are invited to join our dynamic and highly effective administrative Outpatient teams, where you will have the chance to learn and develop new skills.

You will need to be able to work in a calm, logical and methodical way, as you will need to be able to multi-task whilst dealing with frequent interruptions. In addition you will possess effective communication skills whilst always maintaining patient confidentiality.

You must be confident, diplomatic and able to work in a busy environment. A pleasant and caring disposition is a must, as the post requires constant contact with the general public, patients and medical staff.

Ideally you will have previous experience in outpatients and using patient administration or outpatient IT systems. This will be advantageous but not essential as full training will be given on IT systems

Here at George Eliot our vision to ‘excel at patient care’ takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are:
Effective Open Communication

excellence and safety in everything we do

Challenge but support

Expect respect and dignity

Local health that inspires confidence
- Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
- Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
- Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
- To act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
- To ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
- To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
- To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
- Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
- Registration of internal referrals
- Management of e-referrals on the Electronic Referral Service (eRs)
- Booking of all patient appointments in line with Trust and National targets
- Contacting patients for short notice appointments aiding clinic utilisation
- Managing the external Outpatient letter system
- Managing the NHS mailbox for IPTs
- Referral verification (chasing missing referrals)
- Contacting patients to inform them of short notice clinic cancellations / reschedules
- Greet patient’s check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
- Direct patients to appropriate areas.
- To outcome all patients’ attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNA’s or added to the waiting list in accordance with agreed procedure
- To cancel, re-appoint and reschedule patient’s appointments at patient or Consultant request
- To prepare all necessary documentation and/or paperwork for clinics
- To telephone patients at short notice to fill empty clinic slots
- To correct any operator errors within Lorenzo following protocol.
- Works flexibly on a rota basis to cover Outpatient reception areas as required.
- To ensure that Consultants are aware of any patients who DNA’d clinic appointment and undertake action as required.
- To open and sort Outpatients post daily and to take appropriate action.
- To provide cover in any other team or department within the Directorate if required