Appointment Coordinator

This is fixed term post to cover maternity starting in April.

We have an excellent opportunity for a self motivated independent and resourceful individual to join the Appointments team in the provision of co-ordination and administration of patients outpatient appointments. This is an interesting and varied role involving extensive patient contact. Reporting to the RTT & Appointments Manager and working closely with the Nursing staff and Admin staff in order to ensure the delivery of this high quality service within NHS targets.

We are looking for an Co-ordinator ideally with a clinical or customer service focused background who would be able to work both within a busy team and on their own initiative where required. They must be able to remain calm, prioritise their own workload, possess excellent communication skills combined with an excellent telephone manner and a flexible and pro-active attitude.

The role will range from handling GP and patient queries for clinics, navigating e-Referral Service and Dental e-Referral Service, making appointments using the various trust systems, answering telephone calls from patients or GPs wishing to make or change appointments or making general enquiries. Working as part of a team, including clinical staff, the post holder is expected to deliver a responsible and high quality appointment booking service to patients and other service users.

Rated GOOD overall with outstanding care by the CQC. A specialist NHS hospital providing life-changing reconstructive surgery, burns care and rehabilitation services across the South of England and beyond.

A centre of excellence, with an international reputation for pioneering advanced techniques and treatments. Everything we do is informed by our passion for providing the highest quality care and the best clinical outcomes.

At QVH we are proud of our achievements and our specialist services continue to record excellent clinical outcomes for patients. We regularly receive excellent results from patient satisfaction surveys and on average 98% of inpatients say they would recommend the hospital to their family or friends.

Our success is underpinned by the skills and enthusiasm of our staff and a strong culture of partnership. We are fully committed to training and development of the workforce with support for continuing education and learning.

Administration
- To be responsible for the correct outpatient prioritisation and service allocation of patient referrals to appropriate specialities, as per clinical triage.
- Responsible for the booking of new/follow-up outpatient appointments relating to Plastic, OMFS, Cardiology, Rheumatology and Care of the Elderly in accordance with departmental and trust policies and procedures.
- As part of the appointments team, be responsible for managing the main administration office telephone and the making of outpatient appointments, whilst dealing with queries demonstrating excellent telephone manner and ability to multi task and due diligence.
- Uphold the highest level of efficiency relating to the correct usage of e-Referral Service (eRS), Dental e-Referral Service (DeRS), Patient Centre and any other systems required to maintain standards and patient care.
- Will assist with the planning and organising of outpatient clinics to include the rescheduling, cancellations and transferring as and when required, as per the departmental Standard Operating Procedures (SOP).
- To undertake general administrative duties as required, appropriate to ability.
- Actively seek and attend in-house training, workshops, formal training, open discussions and briefing from various expert sources in order to maintain Appointments proficiency.
- Ensure all hospital and patient cancellations and DNAs are dealt with in accordance with trust Elective Access policy and as per pathway guidance.
- To ensure any cancellation, waiting list management or booking management policies are adhered to by reviewing and updating Patient Centre and other outpatient process tools.
- Acting on any outpatient appointment escalations (for the relevant services, as outlined in 4.2) that arise from the weekly Patient Tracking List (PTL) meeting, as appropriate.
- Maintain patient confidentiality at all times and comply with information governance and General Data Protection Regulation (GDPR) standards.
- Will provide advice and guidance to staff on disclosure of information in accordance with current hospital policy.
- Process daily, the inputting of outpatient appointment information into various administrative systems within the trust, including (but not exclusive to) Patient Centre, Evolve and PAS.

Communication and Team Working
- Facilitate communication within the department and between other departments, clinicians, managers and other staff while maintaining the highest form of patient care.
- To attend and participate in discussions and meetings that have a direct bearing on the Appointments process, as required.
- To assist