Clinical Office Coordinator, Trauma & Orthopaedics

Job overview

We are excited to be in a position to recruit a Clinical Office Coordinator to join our team within the iMSK (Orthopaedics). This post is to cover full time hours, working Monday to Friday. The post includes general office duties.

The successful applicant will have the ability to work as part of the team to deliver high quality customer service, display excellent communication skills, and an understanding of delivering healthcare services. You will need to demonstrate commitment to care quality and performance delivery. You must be a team player with the ability to problem solve and work independently. An understanding of the 18 week patient pathway is preferable, although training will be given. You will be required to use a number of systems including Cerner, Luna, CRIS and Dictate I.T. Previous experience of these systems is desirable, but not essential, as training will be provided.

Main duties of the job

• The service is currently undergoing major transformation. As such there will be numerous improvement projects.
• Dictated letters are completed within agreed timescales.
• To respond in a timely manner to all email / telephone /postal enquiries from patients and all other agencies in the making of Outpatient appointments, providing patients with a high quality service. This will also be done, taking account of patients’ rights and diversity and ensuring that all patients receive equal opportunity to services.
• To escalate to the Team Leader when there is concern over longer waits.
• To highlight any potential breaches or delays in the patient’s pathway to the Team Leader, Patient Pathway Team or Manager according to the Trust’s escalation policy.
• Dispose of outstanding uncashed clinic outcomes on Cerner.
• Assist in changes in clinic templates as directed by Team Leader/Service Manager.
• Attend regular team meetings arranged by Team Leader / Line Manager.
• Maintain good relationships with patients, GPs and other members of staff, ensuring a high degree of confidentiality and integrity at all times thus enabling a high quality service to be provided.

Detailed job description and main responsibilities

• To be responsible for transcribing of dictation letters using Dictate-IT software.
• Responsible for checking all clinic letters are completed accurately and outcomes actioned and recorded on Cerner. Dispose of outstanding uncashed clinic outcomes on Cerner.

• Using Luna (PTL) on a daily basis, liaise with the Patient Pathway Team across the Trust as a whole, to ensure co-ordination of all elements of the patient pathway. This may include highlighting patient target dates to ensure that investigations/diagnostics are carried out and results received in a timely manner.
• To highlight any potential breaches or delays in the patient’s pathway to the Team Leader, Admin Manager according to the Trust’s escalation policy.
• Monitor patients who are sent to other Trusts for treatment to ensure they do not breach 18 weeks (MDS forms).
• To liaise with & support the Appointments Centre regarding outpatient clinic bookings as necessary and ensure patient follow up appointments are booked as soon as results are known and are available for clinic appointment.
• To liaise directly with patients to book, cancel, and rebook any outpatient appointments or procedure dates.
• Attend regular team meetings arranged by Team Leader.
• Deal with patient queries effectively written and via telephone/email.
• To ensure booking of relevant clinical activity (e.g. out-patient procedures, clinics etc) and managing patient pathways in conjunction with the Patient Pathway Team.

• When booking or changing appointments, to be aware of the agreed Division’s wait to first appointment, of RTT waits, and of the Joint Access Policy.

• The overriding purpose is to support the provision of the highest quality patient care through personal actions and continuous improvement. To maintain a high standard of quality in providing an appointments service; supporting patients and professionals.
• To produce high quality patient information for the Trust to enable maximum use of resources, and to support service level agreements and planning of future services.
• To ensure that patients receive good quality, appropriate documentation/information relating to their appointment in line with current Trust and Divisional objectives. ·
• Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.