Access Team Bank Administration Support

Job overview

Who we’re looking for…

Bank – Access Team Bank Administration Support

We are seeking to recruit a new bank member of staff to support us with a number of admin functions across the Access Team.

The Robert Jones and Agnes Hunt Orthopaedic Hospital (RJAH) is one of the leading specialist orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for innovation. We work together as a team of over 1,600 expert members of staff to make a difference for our patients and their families.

Our latest CQC Report was published in February 2019 and saw us rated as ‘Good’ overall and ‘Outstanding’ for care.

The Robert Jones and Agnes Hunt maintains a register of Temporary Workers “The Bank”. Joining the Trust’s Bank does not constitute a contract of employment between the bank member and the Trust. The Trust will notify bank members when a suitable assignment arises, and members will be able to choose whether or not to accept it. The bank worker is under no obligation to accept an offer of an assignment.

Main duties of the job

To ensure that patients appointments are booked according to the Consultants protocols and booking policies and procedures. Enquiries from patients and others are dealt with politely.

That medical case notes are available as required throughout the hospital.

Working relationships with: Other Access Appointments & Admissions staff, Medical and nursing staff, X Ray, Pre op staff, Records staff at other Hospitals, GP Practices.

The Access Team oversees a variety of different admin areas, including Outpatient and Inpatient Booking, Radiology Booking, Reception Team, Library and Scanning Team, Medical Secretaries, Montgomery Unit and Validation Team.

We are looking for an adaptable member of staff who can work flexibly and support across the different areas as required.

The successful applicant will need to be able to display discretion when dealing with sensitive and confidential information and be able to deal calmly and politely with staff of all levels and the public both face to face and by telephone.

Applicants must be educated to GCSE level or equivalent.  Experience of working in a busy office environment and using computers is essential. Experience of using Patient Administration Systems is desirable but training in the use of necessary computer systems will be provided.

Detailed job description and main responsibilities

DUTIES AND RESPONSIBILITIES

Key Tasks Precise roles within the Department will vary but will include some or all of the following:

1) Deal with patients face to face and by telephone in a sympathetic and welcoming manner.

2) Record details of patients arriving at Reception in Outpatients and make return appointments according to clinical requirements.

3) Using the Hospital computer (Patient Administration System) and other NHS systems including Royal Shrewsbury PAS, e mail to:  i) Record and amend details of patients accurately on PAS ii) Book outpatient appointments and generate confirmation letters iii) Cancel and reschedule clinic appointments as requested by patients or consultant staff.

4) Prepare all necessary paperwork for outpatient clinics.

5) Send appropriate paperwork to patients relating to appointments.

6) Answer routine telephone enquiries from patients and other members of staff.

7) Contact patients by telephone to book or confirm appointments.

8) Maintain confidentiality at all times.

9) Report problems to appropriate supervisor.

10) Ensure that medical case notes are kept in good order and up to date.

11) Pull medical case notes from case note library and file case notes into the library accurately.

12) Copy and distribute paperwork as necessary to support the functioning of the department.

13) Contribute to the smooth running of the Access Department as required by the Team Leader, which may include: i) Providing cross cover within the department ii) Providing support to others within the department iii) Other duties specified by the Assistant Performance Manager or Appointments Team Leader.

14) Ensure commitment to maintaining a quality of service to the clinical departments supported.