2WW Booking Co-Ordinator

Job overview

Patient Access Services is a busy and diverse area that books Two Week Wait outpatient appointments for patients and we are looking for an individual who is interested in this fixed term role.

The post holder will work within the 2ww  Booking Team. The main focus of this role is to book 2ww appointments/set up clinics etc. The applicant will also be expected to help with general enquiries face to face or on the telephone as well as cancelling or rescheduling appointments. Full training will be provided.

Applicants will need to be good team workers as well as able to work independently. They will need to be flexible, and able to use their own initiative working proactively with colleagues to ensure waiting time targets are achieved. The post holder will be responsible for prioritising own workload and ensuring data quality and customer service are met to a high quality standards.

Main duties of the job

To work as a flexible member of a team to carry out clerical duties within the Patient Access Services giving support to patients, medical staff and the management process, maintaining an effective customer focused service.

Detailed job description and main responsibilities

Key Responsibilities

Negotiate patient appointments to attend for Outpatients, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.

Ensure all relevant patient information is recorded on the Trust’s PAS system and updated accordingly, including early offers of operation date.

To be the point of contact in the Trust for booked admission enquiries from patients.

Work flexibly and provide cross cover for colleagues in the Department.

Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.

Two Week Wait Referrals

Responsible for Two Week Wait Cancer referrals, via  ERS,

To receive referrals via ERS and process immediately, as all patients are to be seen within two weeks in line with national guidance.

To input referrals onto the hospital system within 24 hours, add waiting lists and make appointments within the set timescales.

To liaise with patients with regards to their appointment in keeping with the data protection/confidential policy, being sensitive at all times whilst giving information/ instructions over the telephone to patients.

To input all patients onto the two week cancer database daily, ensuring that all details are correct and that this dealt with in a timely manner.

To run the two week wait report daily to check that all patients have received an appointment and that patients have been entered onto the cancer database.

To deal with all two week wait queries, in person or via the telephone and to divert inappropriate calls.

eRs (Choose and Book)

To support the monitoring of the appointment slot issue work list daily, booking appointments where possible.

To accept or reject all ERS referrals, highlighting any that are to be rejected to the Assistant Manager.

To support the monitoring of the displaced and rejected cancellation work lists daily.

To support with ERS queries from staff within the Trust and GP practices.

Clinic Management

Effectively managing 2week Wait/Outpatient waiting lists ensuring patients are seen within their allocated timescale and adhering to Cancer and Referral to Treatment targets.

Monitoring 2ww clinic slots and ensuring clinics are filled effectively and efficiently. Highlighting any capacity issues to the relevant General Manager and any daily any two week wait breaches and the need for extra capacity to ensure that patients are seen within their two week target.

Liaise with Consultants, General Managers and secretaries regarding any changes that may be necessary to ensure smooth running and efficiency of the clinics.

Undertake changes of clinic templates including the building and rescheduling of outpatient clinics.

Ensuring accurate data on clinic codes are kept.

Support patients through booking of interpreters and arrange transport for patients.

Communication

Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.

To liaise with the booking clerks for extra slots where necessary.

To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.

Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.

Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.

Liaise with reception staff regarding last minute clinics and follow up appointments.

Service Improvement/ Team Development

Be involved in the development & revision of protocols & processes as required.

To participate in the training and induction of new starters and work experience.

Data Quality

Ensure any data entries are accurate and good record keeping is maintained at all times.

Ensure waiting lists are regularly validated to ensure accurate.

Monitor patient pathways to ensure patients don’t breach their 18 week pathways.