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2. JOB PURPOSE
To assist the Royal Surrey County Hospital Trust in delivering a quality Outpatient service for patients.
Ongoing Temporary assignment 3 months plus - Please contact Lisa Bishop on 01483 533 707
2.1 JOB SUMMARY
To participate as the Outpatient Booking co-ordinator in the smooth day to day operation of the appointments centre dealing with enquiries from outpatient staff, referring practitioners, patients and other health service organisations. The post holder should have the ability to manage and prioritise their workload whilst being able to work under pressure, and have the ability to communicate with staff at all levels.
3. KEY RESULT AREAS/MAIN DUTIES AND RESPONSIBILITIES:
1. To register patient details on OASIS ensuring a high level of data accuracy.
2. To highlight any referrals which require urgent attention and deal with them promptly, this can sometimes involve discussions with the medical team directly to arrange where the patient needs to be booked.
3. To enter patients on the OASIS partial booking system, ensuring they are entered onto the correct wait group.
4. To despatch the necessary paperwork (send out holding letters) informing patients that the referral has been received, whilst monitoring the Outpatient waiting times.
5. To send out invitation letters as per hospital policy to new patients inviting them to telephone the department to mutually agree a date to attend their appointment.
6. To deal with written and telephone enquiries for the departments we are responsible for regarding Outpatient appointments and to arrange with patients a mutually agreed time to attend. To advise patients that we cannot make appointments for which departments they should contact and transfer them.
7. To arrange an Outpatient appointment with the patient on OASIS from the partial booking system and send out confirmation letters with any additional information or any additional leaflets in the post.
8. To book follow up appointment and ward follow up appointments for Outpatients.
9. To deal with patients in a mature manner when speaking to them on the phone. This may sometimes involve dealing with distressed patients and a sensitive and re-assuring manner is required in difficult situations. Patient confidentiality should be maintained at all times.
10. To be responsible to have over booking authority on OASIS and be responsible for making sure this is used correctly with guidance from the consultant.
11. To be responsible for cancelling and re-scheduling patients at the request of the consultants or their team when they take annual/study/professional leave. This will involve making decisions for future bookings for the patients, you will need to have an understanding of the departments medical priorities
12. To monitor Outpatient clinics on a weekly basis to ensure correct utilisation of appointment slots and to liaise with the Appointment Centre Team Leader or department staff if clinic appointments are being utilised. This will include capacity and demand work and looking at the future planning and utilisation of Outpatient clinics and to inform senior managers if they can see any future problems.
13. To have an up to date and competent understanding of Outpatient Access Targets, this includes current Outpatient waiting times, policies involving patient choice. To be open to future changes involving the booking of appointments and to attend training when necessary.
14. To participate in administration duties such as the answer phone, cancellation e-mail, post, date stamping, photocopying, scanning. Ensuring referral letters are sent/taken to the appropriate departments.
15. To use outlook and print, save and record patients referrals that are sent through the RMS (Referral management System)
16. Booking of hospital transport for patients according to the hospital transport policy. Liaise with the RSCH Transport team with enquiries.
17. Have an understanding of the TWR referral process and stand in for colleagues in their absence.
18. To have an understanding of the contracts that the PCTs have with the trust. To make decisions when referrals are received into the trust which referrals could potentially be low priority, these referrals are to be sent to the Primary Care Liaison Department. This will involve reading the referral letters and having an understanding of medical terminology.
19. Provide cover for colleagues during annual leave, sickness and busy periods.
20. To develop working relationships across the trust with consultants and their teams including medical secretaries, specialty and general managers.
21. Be conversant with the Quality and contractual targets of the Trust and aim to meet these, with the input from senior staff.
22. Be fully competent in the features of the hospital computer system and undergo further training when systems are updated and as the job requires.
23. Attend additional training as required and assist new staff with training.
24. Cover other duties appropriate to the post as required and requested by the Manager to enable the Outpatients service to operate effectively. This will include covering the reception desk for breaks and during staff shortages.
25. When required and as agreed by Outpatient Booking Manager or Senior Manager to work outside normal working hours, this will be to cover and meet the needs of the department.
There is a considerable amount of liaison with all members of staff within the hospitals as well as contact with the general public. It is therefore essential that individuals adopt a courteous, friendly and professional manner at all times.
Tate is acting as an Employment Business in relation to this vacancy.