Patient Care Co-ordinator

**Role**

Patient Co-Ordinator

**Reporting to**

Clinic Manager

**Location**

Aspen Clinic: 12 Quays Reach

**Hours**

The service will be a 7 day a week service, therefore there will be a requirement for weekend working

**Remuneration**

Basic salary of £30,000

**ROLE SUMMARY**

Reporting to the Service Manager, As Patient Co-Ordinator you would be responsible for ensuring that clinics are set up, that patient appointments are fully utilised and that appointment outcomes are recorded and filed. You will be managing the accuracy of all patient data including liaising with GP surgeries, clinics and patients and ensuring that Aspen’s electronic patient record is up to date.

Patient Administrators are also the central point of contact for all telephone queries from both patients and clinic staff.

Aspen strives to developed a strong relationship with the local commissioners and the local Trusts. Our coordinators will have a friendly and accessible personal manner and be able to deliver an effective administrative service to the clinic. They will be able to work within small teams to maintain and enhance processes to maximise quality and efficiency.

They will work without direct supervision whilst maintaining an efficient professional manner assisting in the booking of appointments in a timely manner as per the correct pathways; ensure operational and clinical governance protocols are maintained; healthcare and risk management standards are met whilst supporting the service and driving forward efficiency improvements working in conjunction with the service manager and the senior clinical assistant.

**KEY RESPONSIBILITIES**
- Co-ordinate, on a daily basis, all changes required to clinic schedules. This includes updating RotaMaster, EMMA, clinic reports/overview and liaising with the eRS team. Contacting locums, substantive staff to ensure any gaps in the rota are filled.
- To manage the set up and utilisation of clinic diaries
- To book patient appointments, ensuring that clinics are full.
- To make reminder calls to patients before their appointment is due
- Ensure that all clinic correspondence is sent out. Printing and franking letters. Ensuring faxes are received by GPs.
- To act as the central point of contact for all telephone enquiries from patients and clinic staff, resolving or escalating issues as appropriate.
- To produce clinic reports, using Excel.
- Maintaining a positive relationship with internal or external staff at every interaction.
- Maintain a committed approach to continued professional development and clinical governance, including participating in appraisal process, clinical audits and research as required.
- Action all clinic cancellations accordingly as instructed. Take responsibility for reinstating clinics as necessary and rebooking all patients.
- Where necessary for training, staffing or other operational purposes, implement changes to clinic start/finish times. Amend slot totals as necessary for restricted/reduced lists.
- Coordinate the daily, weekly and monthly clinic schedules. Manage capacity and demand to achieve target utilisation whilst analysing and monitoring clinic activity. Identify any under or over capacity and escalate to the service manager.
- Review waiting times and action accordingly. Have autonomy to identify if additional clinics are required to reduce wait times and escalate this to the Clinic Manager. In contrast, identify and escalate to Clinic Manager where there may be too much capacity and where clinics may no longer be required.
- Balance clinic workload and patient flow to ensure that the maximum number of patients can be seen during sessions without creating problems such as long waits. Take consideration of fluctuating DNA rates and cancellations.
- Book follow-up appointments on to appropriate clinics, wherever possible before patient leaves the department. Be aware of patients ‘to be booked’ and manage this list appropriately with consideration of Referral Treatment Times (RTT) Consider whether adequate capacity is open to meet this demand.
- Book new and follow up appointment for outpatients and theatre giving patients choice but also adhering to clinical team requirements e.g. correct clinic, length of time for follow up.

**Knowledge and Expertise**
- To be able to accurately interpret all incoming appointment requests under their correct pathways for all sub-specialties and disseminate between staff.
- To have a full understanding of the pathways and resources needed for various clinic appointments e.g. whether a dual appointment is required (parallel appointments) and ensures the necessary appointments are available at the time of booking.
- To gain comprehensive knowledge of timetables for all clinicians over a number of clinical sub-specialties and sites.
- To have a full understanding of the CQC regulatory standards.
- To understand and have a good working knowledge of the Aspen databases.

**General Administration**
- Have abil