eRs & Booking Co-ordinator

Job overview

The Outpatient Team provides admin support across a range of functions including: booking 2WW Cancer, GP eRs and internal referral appointments, rebooking patient appointments, general data inputting and answering a high level of daily calls from patients, healthcare professionals and other third parties. Other duties include checking patients in and out for their appointments and dealing with general queries from the public.

Due to the nature of this job, the successful candidate should have an excellent telephone manner, as the department can receive over 300 calls a day, have strong problem-solving skills, excellent customer service skills and the ability to work to deadlines and under pressure.

There will be full training provided for this role.

This vacancy may close before the current listed closing date if enough suitable applications are received. You are advised not to delay submitting your completed application.

Main duties of the job

The Outpatient Appointment Centre based at Central Court, Orpington are looking for enthusiastic individuals with admin experience to join the non-clinical team booking appointments for Princess Royal University Hospital, Beckenham Beacon Hospital, Orpington Hospital and Queen Mary's Hospital, Sidcup. This role encompasses both reception and back office work.

The Outpatient Team provides admin support across a range of functions including: booking 2WW Cancer, GP eRs and internal referral appointments, rebooking patient appointments, general data inputting and answering a high level of daily calls from patients, healthcare professionals and other third parties. Other duties include checking patients in and out for their appointments and dealing with general queries from the public.

Due to the nature of this job, the successful candidate should have an excellent telephone manner, as the department can receive over 300 calls a day, have strong problem-solving skills, excellent customer service skills and the ability to work to deadlines and under pressure.

There will be full training provided for this role.

This vacancy may close before the current listed closing date if enough suitable applications are received. You are advised not to delay submitting your completed application.

Detailed job description and main responsibilities

JOB SUMMARY

The post holder is required to provide administrative support for all outpatient associated enquires for all PRUH sites. Working as part of a team the post holder is expected to deliver a responsive and high quality service to patients and other service users.

The post holder is required to use their initiative and offer resolution for both staff and patients who require support.

The post holder will also be responsible for the management of appointments.  They will need to be proficient in the use of all hospital systems including ERS, PIMs and be prepared to be trained in all future technology (current projects for implementation).

The post holder will be responsible for ensuring patients receive an appointment in a timely manner with the correct clinic letter and instructions for their outpatient appointment, ensuring that their pathways are updated in accordance with national RTT rules.

MAIN DUTIES AND RESPONSIBILITIES:

• Contacting patients in a professional and courteous manner and validating patients’ identification and demographic details. Where new or revised information is obtained, update PIMS appropriately.
• To ensure that the Trust access policy is being adhered to including attendance, DNAs (Did Not Attend) and their pathway status, are recorded on PIMS in accordance with Trust policies and procedures.
• To be responsible for proactive and efficient organisation of the allocated clinics, ensuring that patients requiring appointments are booked into the most appropriate clinic.
• To assist the OPAC Team Leader and Services with maintaining adequate management of clinics and slot utilisation for the PIMS system.
• Reschedule patient appointments in line with clinical and RTT guidelines as and when prompted by the hospital or patient, ensuring the access policy is applied at all times.

Communication:

• To be responsible for answering patient calls and booking appointments
• Deal with queries from GPs, Doctors, wards, and other departments over the phone and in person in a calm and polite manner and in accordance with local and Trust policy.
• Provide basic information to patients / visitors / carers, such as providing directions, instructions etc
• Provide empathetic verbal support for patients / carers over the phone.
• Handle sensitive issues with tact and diplomacy.

Information Systems:

• Use hospital information systems to track medical notes, process patients, and book appointments and carry out any other tasks associated with the system.
• Booking of patients within the OPAC using the hospital information system and send out all booking details and corresponding material.
• User the NETCALL telephone system to answer telephone queries’ from patients and other stakeholders.
• Cancelling and rescheduling patient appointments as notified through the Remind plus telephone system.

Establishing, maintaining and monitoring excellent office and information systems:

• Maintain the OPAC filing systems (referrals etc).
• Process referrals in accordance with Trust policy.
• Use the integrated computerised hospital information system to determine patients’ appointments, assign appointments, case folder location, etc.
• Maintaining efficiency in all clinics.

Quality and customer care:

• Ensure all enquires to the department are dealt with politely, courteously, promptly and professionally.

Staff Development and Support:

• To escalate where appropriate to your team leader

General Responsibilities:

• Use initiative and work with little supervision, as well as to use relevant information technology to facilitate the performance of tasks.
• Participate in annual appraisals and performance reviews. Identify personal development needs.
• Attend training and development as required.
• Help provide cover for the other departmental administrators during busy periods, sickness and annual leave and where there is an imbalance of workload.
• To act as part of the wider multidisciplinary team, including clinicians, nurses, therapists and other clerical and professional staff.
• Understand and adhere to all Trust policies, guidelines and procedures.
• Support the Trust in providing the best experience possible for each of our patients.
• To maintain confidentiality in respect of information obtained at all times.

OTHER DUTIES:

• Undertake any other duties requested as appropriate to the banding.
• Helping the 2WW Team as and when required
• Cover Outpatient Reception Areas for all South Sites when required

GENERAL

The post holder has a general duty of care for their own health, safety and well being and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post.

To observe the rules, policies, procedures and standards of King’s College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations.

To observe and maintain strict confidentiality of personal information relating to patients and staff.

To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.

This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.

All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication.  You are therefore required to check this regularly and to deal with such communication promptly.

Infection Control Statement

The post holder has an important responsibility for and contribution to make to infection control and must be familiar with the infection control and hygiene requirements of this role.

These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures which will be made clear during your induction and subsequent refresher training.  These standards must be strictly complied with at all times.