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Detailed job description and main responsibilities

Responsible for organising appointments and maintaining the scheduling system for the therapy services provided by Trust across various locations.

To deliver a high quality, effective response when answering calls. Displaying effective listening, directed questioning and summarising skills. 

Manage difficult calls with tact and diplomacy. To act on own initiative in the absence of senior physiotherapy staff to resolve any queries / problems, fill vacant appointments, maximise clinic capacity and use resources variably.

To liaise with G.P. surgeries to resolve patient queries regarding appointments.

To carry out department administration tasks as required and to be solely responsible for one or more areas; to include MDT Pain, Neuro, Pulmonary Rehabilitation, Occupational Therapy, Pelvic Health, Physiotherapy led classes, HR issues, stationery ordering and discharges and solicitors requests for information.

Administration tasks will include producing clinic letters, raising requests for invoices, using databases and liaising with patients, physiotherapy staff, occupational therapy staff, consultants, G.P’s, other healthcare professionals and legal authorities to maintain an efficient and professional service.

Utilising the Directory of Services efficiently to signpost calls appropriately.

To file and retrieve patient records within the Therapies department, the on-site and off-site storage areas in order to maintain the smooth running of the department and treatment of patients.

To open and distribute departmental post, prioritising anything that requires urgent attention and ensure relevant documentation is acted on promptly and appropriately.

To receive and sign for items delivered to the department and ensure their appropriate distribution.

To be responsible for the facilities within the therapies department, reporting any defects to senior staff and the facilities maintenance department. To monitor and chase completion of booked work.

To provide induction training on the day-to-day processes of the reception area to new administrative / booking staff. To provide continuous support and advice to less experienced members of the administrative team.

Maintain patient confidentiality at all times in accordance with the data protection act.

Information and Data Use

Authorised to use the hospital IT (Lorenzo) system to register, view and retrieve patient information, on behalf of the physiotherapy staff, as requested and to use this system to schedule, manage, negotiate, arrange and amend therapy appointments and clinics.

To enter relevant information, in an accurate and timely manner. E.g. patient demographic, appointment details and scheduling data.

Communication

To be the first point of contact for patients and visitors to the department, at all times being professional, courteous and ensuring tact and sensitivity, particularly where there are barriers to understanding, e.g. language difficulties, stress, fear, pain.

To be the first point of contact for complaints within the department, negotiating with patients / visitors displaying challenging behaviour. Liaising with senior department staff to provide an effective and timely solution in line with Trust policy.

To liaise with all service users (NHS staff, Doctors, Patients, Relatives and Carers etc), politely, concisely and in a helpful and professional manner at all times.

To provide non-clinical advice and information regarding appointments, processes or procedures to patients, visitors and other members of hospital staff, as required.