Outpatients Administrator

3 weeks ago

Reading, United Kingdom Royal Berkshire NHS Foundation Trust Full time

Job summary

***PREVIOUS APPLICANTS NEED NOT APPLY***

This is an exciting opportunity to join our Reception teams within the Cardiology, Respiratory & Stroke Departments. The current opportunity is for a substantive full time position as an Outpatient administrator at the Royal Berkshire NHS Foundation Trust (RBFT), who provides a first class, efficient, pro-active and patient focused service.

We are looking for an enthusiastic, highly motivated and organised individual to provide outstanding service to all who visit the departments, as well as admin support to the Cardiology, Respiratory & Stroke teams, in the delivery of a patient focused service. You will need to be confident working within a team in a fast paced environment and have excellent IT skills, be comfortable communicating with patients and colleagues at all levels and work quickly and accurately under pressure.

You will be responsible and accountable for consistently and accurately carrying out your duties as well as the provision of a high quality and efficient service, providing this in a confident and courteous way to service users.

This post requires previous experience of delivering high levels of customer/patient service, working within an administrative environment, preferable experience within the NHS but not essential, using multiple computer systems and managing data (electronic and paper based). Full compliance with local procedures, deadlines and best practice will be a key part of the role.

Main duties of the job

As the first and last point of contact with the hospital, special attention should be given at all times to ensure a positive patient experience by providing a welcoming, helpful and supportive reception service.

To meet and greet patients, carers and visitors at reception desks in line with the Trust procedures and ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and a knowledgeable point of contact providing clinic details and non-clinical information to patients.

To maintain and update the Electronic patient records (EPR) following training using the training manual and procedures supplied.

To understand the complete range of administration functions, responsibilities and duties both routine and non-routine to contribute to the effective delivery of patient care, through knowledge of hospital systems and consultant practice.

The post holder will be responsible for accurately collecting demographic and personal details to ensure the Trust captures essential income. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

The post holder will be required to work with minimal supervision and have the ability to work under pressure, and be able to exercise sound judgement and decision making skills whilst working as part of a multi-disciplinary team or under own initiative.

About us

The job holder will display the agreed behaviours of theDirectorate and the Trust as encapsulated by the performance management and personal development documentation, and in particular, the Trust expects all staff to comply with all relevant policies and codes of conduct and to display the values of the key purpose of this role is to deliver a 'world class' service to the Trust and the job holder will be expected to deliver this level of service through personal conduct, personal responsibility andthe following key characteristics.

Job description

Job responsibilities

Outpatient Pathway

Process referrals from GPs and send for triaging in line with Standard Operating Procedure (SOPs). Calling patients to inform sort notice changes in their appointments. Prioritize post-exacerbation referrals (PEPR) when booking initial appointments. Monitor waiting list and patients on hold in clinic with waiting times outlined in SOP. Reschedule outpatients clinics as requested to be done in line with waiting time targets where possible. Input walking test assessment appointments onto Electronic Patient Record as booked by clinician. Ensure paperwork completed by clinicians is scanned onto the Electronic Patient Record in a timely manner. Use the Trusts medical transcription system and ensure that letters and discharge summaries are processed in accordance with SOPs. Liaise with patient records staff, clinical colleagues, other admin teams and other organisations to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultations. Checking patients in & out, cashing up clinics.

Pathway Tracking

To understand the British Thoracic Society (BTS) guidelines for waiting times from receipt of referral to start date of Pulmonary Rehabilitation. Investigate and take the appropriate action where pathways are incomplete to ensure that patients are receiving timely treatment and Trust Information is robust. Screening patients to ensure they have been referred to their preferred location for Pulmonary Rehabilitation via a phone call. Support the identification and escalation of any issues to the Pulmonary Rehabilitation lead which comprises delivery of the programme, lack of capacity in classes. Manage and monitor outpatient scheduling making best use of capacity.

General Administrative

Use Trust IT systems and specialty databases (Excel waiting list) to ensure relevant and accurate information is recorded. Support the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriate. Cancellations communicate details to the clinician ensuring all information is available. Handle referrals that arrive via post and the Choose & Book service. Manage staff diaries in accordance with SOP. Undertake general typing duties references and medical reports. Taking of meeting minutes, if available. Attend meetings for service development initiatives as required. To be able to contribute to specialty improvements and efficient processes. Input into Trust database with outcomes pre and post programme. Ensure photocopying of patients resources ( consent forms, exercise and education booklets) is completed in a timely manner. Booking bloods for patients requiring this. Printing forms for patients. Requesting buggy services and helping patients depending on hospital transport.

Communications/Customer service

Demonstrate high levels of customer care and be an ambassador for customer care within the Trust. To be the friendly, sensitive and accessible focus for patient and carer communication, ensuring that all patients have the opportunity to agree their appointment and admission dates. Be part of the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisations. Promptly answer telephone inquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate. Ensure interpreting equipment is available when required for patient consultations. Inform transport department of patients who require transport following Trust protocols. Send written confirmation of appointments to all patients. Support the team in producing timely written and verbal communications with patients, clinicians, nursing staff and management. Ensure that all information distributed to patients is accurate and up-to-date. Attend clinics where appropriate to co-ordinate the patient pathway.

Health Records Security & Management

Ensure all Health Records are stored and processed in accordance with Trust guidelines and meets Information Governance standards. For non-clinical requirements, retrieve Health Records from the Trust (Other than the Health Records Library, and satellite offices where the Health Records Department will manage this process for you).

Education and Training/Self-Development

Identify own training and development needs and undertake appropriate training/education as required. Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed. To attend all statutory and mandatory training as and when required. Act responsibly in respect of colleagues health, safety and welfare following safe work practices and complying with the Trusts Health and Safety Policies. Person Specification

Skills, Knowledge, Ability

Essential

Accurate data entry, typing and checking skills. Ability to communicate effectively with people of all levels.

Desirable

Knowledge of healthcare administrative systems and processes

Previous experience

Essential

Experience of working with patients and providing information regarding their appointments or treatment.

Desirable

Previous experience of health or social care setting Experience working with members of the public.

Education

Essential

GCSE or equivalent. IT skills, including email.

Physical requirements

Essential

Able to cope with a busy working environment. Have a flexible approach to working and able to undertake evening, weekend and public holiday duty commitments as required

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