Appointments Administrator

3 weeks ago

London, United Kingdom Lewisham and Greenwich NHS Trust Full time

Job summary

Following the redesign of our referral and appointment pathways we are seeking to appoint a clinic co-coordinator to join our team of administrators/co-ordinators secretaries and receptionists to support the delivery of our medical and multidisciplinary appointments.

Main duties of the job

As the first point of contact for parents, carers and professionals you will undertake a range of tasks such as, processing referrals using our RiO and ICare IT systems, arrange and book outpatient appointments, negotiating with parents/carers and health care professionals, deal with phone/email queries. In addition, you will also provide support to reception functions at Kaleidoscope.

About us

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development Widening access (anchor institution) and employability Improving the experience of staff with disability Improving the EDI literacy and confidence of trust staff through training and development Making equalities mainstream Job description

Job responsibilities

We pride ourselves in providing our staff with support and training opportunities. The division is supportive and works in line to the trusts values and works together as a team to achieve priorities.

To be the first point of contact by telephone for parents, carers and professionals and provide non-clinical information, arranging outpatient appointments, always dealing tactfully and sympathetically to members of the public and professionals due to the sensitivity of the nature of the calls received.

To receive and process referrals.

To input data onto RIO, (Community Paediatric information system)

To liaise with the consultants and clinicians enabling effective arrangement of appointments and clinicians time.

To process clinicians comments for each child onto RIO and ensure relevant actions are taken for each child to enable appointment to be made via the interactive worksheet.

Request relevant medical history from other allied healthcare professionals.

Be aware of WNB Policy and action WNB outcome in accordance with this policy and ensure written communication of outcome is sent to parent/carers/referrers.

To ensure that contact letters and discharge letters are sent in a timely manner.

Collate Paediatric Initial and Review statistics for paediatric consultant for regular monthly meeting.

To liaise with Consultants and Associate Specialists and help with problem solving, prioritise the urgency as and when appropriate at times work on my own initiative.

Book appropriate rooms for all clinic appointments.

To ensure effective, efficient, and clear communication channels are always maintained with relevant professional colleagues.

To be aware of existing processes and offer suggestions for improving services.

To always maintain confidentiality.

To be responsible for the day-to-day processing of incoming and outgoing mail and prioritise accordingly.

To deal sensitively with enquires/complaints regarding the confidentiality policy.

To participate in any training that is required.

To provide cover for reception staff during periods of absence.

To report any IT faults or any faults within Kaleidoscope accordingly.

Person Specification

Knowledge & Qualifications

Essential

Good general education, standard of numeracy and literacy. Understanding of equal opportunities Understanding the importance of patient confidentiality and booking management. Ability to undertake specific training and deliver training to others

Desirable

Knowledge of hospital-based IT systems - iCare/RIO Computer literacy Knowledge of waiting list targets and knowledge of clinical pathways to assist in determining the content of appointment letters and subsequent appropriate booking

Experience

Essential

Experience of numerical and alphabetical filing systems Able to demonstrate initiative and problem solving / analytical skills specially to ensure that waiting time targets are appointed appropriately Able to demonstrate good verbal and written communication in relation to the complex issues associated with patient choice and national booking targets Organised to prioritise workload and deal with matters independently to ensure that waiting list targets are achieved

Desirable

Experience of booking patients onto a health care appointments system - iCare/RIO Experience of booking patient data to achieve national waiting list targets Knowledge of the 18-week RTT pathway Experience of working within an NHS environment

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