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Detailed job description and main responsibilities

 MAIN RESPONSIBILITIES:

• Adhere to all relevant Trust policy and procedure
• Ensure adherence to the Trust Patient Access Policy

• Undertaking functions within the Patient Administration System and other departmental computerised systems

• To input or amend demographic, personal and clinical details of patient attendances to the hospital using the Lorenzo PAS to provide the Trust with an up to date records of patient activity and information. Collection of data to meet the DoH’s minimum data sets for outpatients and for ensuring that complete, accurate and timely data is recorded on the computerised systems to the highest quality standard
• Communicating effectively and sympathetically with patients, their families and other agencies verbally, by email and in writing using tact and discretion
• Adding access plans to the Patient Administration System ensuring that patients are on the correct access plan and on the correct 18-Wk pathway
• Agreeing appointments with patients verbally, when they are for short notice appointments(less than 14 days)
• Ensuring 2WW patients are contacted where possible for appointment bookings

• To deal immediately with any referrals of suspected cancer received via fax and Rapid Access Chest Pain referrals.  Send to 2WW team and if asked book, to escalate if unable to appoint to meet 2-week target.

• Undertaking booking of new and follow-up outpatient appointments via paper, E-Referrals Service, patient tracking list and other request formats i.e., EIS or emails.

• Undertake the effective management of Patient Tracking Lists and interpret information and process chronologically and by priority, in accordance with the Trust’s Access Policy.

• Flexing capacity within clinic templates according to booking protocols.

• Provide excellent customer service to our patients including assisting with patient calls at scheduled times and to additionally assist at other busy periods. Assist in maintaining the 90% call answer rate 

• Ensure all new patient’s referrals are uploaded prior to the clinic starting.

• Assist with Envoy, EIS, and online cancellations

• Transfer referrals from E referral system an upload on to Lorenzo.

• Support and mentor new team members

• Liaising regularly with Assistant Directorate Managers, Business Managers, Secretaries and Clinicians as required. This includes regular escalation of lack of capacity, increased wait times and  lack of availability for 2WW and urgent appointment slots.

• Ensuring outpatient clinic lists are constructed to maximise levels of utilisation and to report any capacity issues to a line manager;

• Use Envoy where appropriate to contact patients about cancellation using agreed templates and wording
• To add templates correctly and in a timely manner to Lorenzo when working with the clinic management team.

• Routinely reviewing active and suspended/locked outpatient templates in accordance with the Trust’s Patient Access Policy;

• Ensuring cancelled appointments are replaced appropriately on the outpatient template, maintaining maximum levels of outpatient utilisation;

• Liaising with other disciplines, staff and departments ensuring relevant information is communicated in a timely manner and to act in a professional and polite manner at all times

• reporting low levels of supplies and stationary to the line manager.

• Adapting positively to change when new booking methods or working practice guidelines are introduced.

• Working flexibly as and when required to meet the demands of the service or when colleagues are absent through annual leave/sickness-prior notice would be given.

• Complying with all Trust policies and management instruction with regard to Health & Safety and Fire Prevention and in particular, to avoid doing anything that endangers yourself or others. To comply with the Trust’s Confidentiality Policy at all times and to comply with the Data Protection Act;

• Undertaking any other duty as requested by your supervisor / manager which is appropriate to the grade to ensure the smooth running of the department.

• Manage PTLs in clinical urgency / chronological order new / follow up. 

• Ensure that PTL data for your speciality is kept as accurate as possible and that any incorrect data issues are amended or if required escalated to the appropriate team for amendment. Including any nurse activity on the PTL is flagged regularly to service managers if there are concerns.

Training

The post-holder is expected to:

• Undertake to attend relevant training courses (internal and external) and to participate in the Personal Development Process (PDP);

• Take responsibility for pursuing his/her own development in accordance with an agreed Personal Development Plan;

• Attend all mandatory training and update sessions including Manual Handling and Fire lecture. 

Communication

The post-holder is expected to:

• Undertake to act in a professional and polite manner at all times, maintaining high levels of customer care;

• Liaise with other disciplines of staff and departments ensuring relevant information is communicated in a timely manner;

• Maintain good relationships, communicating with all disciplines within the Trust;

• Maintain good relationships and effective communication with patients, relatives and carers;

• Actively participate in the department and in other group meetings;

• Comply with Trust policy and management instructions with regard to Health & Safety and Fire prevention and in particular to avoid doing anything that endangers yourself and others.

KNOWLEDGE AND SKILLS

• Excellent communication skills (written, verbal & telephone) to be able to communicate complex information

• Excellent interpersonal skills in order to liaise with clinicians, senior managers, and clerical staff

• Appreciate the needs of patients, carers and healthcare staff

• Able to react to unpredictable issues, re-prioritising own workload

• Excellent IT skills for regular use of computer systems

• Familiarity with waiting list administrative procedures and policy issues

• Knowledge of Patient Administration Systems and E-Referrals