Haematology Appointment Clerk and Receptionist Apprentice Level 3

Job overview

To provide an excellent service to the Haematology Outpatients department and be a key player in its success.

• Reception duties for the Haematology Outpatients department
• Ensure that patients are booked into clinic on arrival
• Deal with patient queries and those of clinical staff
• Book appointments via the Trust's EPIC system
• Ensuring that clinics have been outcomed and follow up appointments booked
• Cover the Haematology Outpatient telephone system

Main duties of the job

• Reception duties for the Haematology Outpatients department
• Ensure that patients are booked into clinic on arrival
• Deal with patient queries and those of clinical staff
• Book appointments via the Trust's EPIC system
• Ensuring that clinics have been outcomed and follow up appointments booked
• Cover the Haematology Outpatient telephone system

Detailed job description and main responsibilities

• Responsible for answering telephones and dealing with patient               queries and change of appointment requests·
• Responsible for making appointments using the EPIC system.
• Responsible for monitoring patients in the waiting area, responding to their needs and alerting appropriate member of staff if patient is in need of assistance
• Responsible for reporting equipment/system faults to the appropriate service and advising Outpatient Supervisors
• Responsible for ensuring that a comprehensive handover is communicated to team members taking over at end of each rotation period
• Carry out all other administrative duties e.g. Email, photocopying
• Observe and maintain strict confidentiality of personal information relating to patients and staff
• To be fully aware of safety policies and procedures of Haematology department areas
• Provide a high standard of receptionist and general administrative support, to all outpatient clinics
• Be courteous and professional when dealing with patients, colleagues and other stakeholders, adhering to Trust guidelines and standards
• Check patient information i.e. address and general practitioner details are accurate and up to date and make any necessary alterations to the patient's health record on EPIC
• Record the patient’s attendance at clinic, ensuring that the data relating to time of arrival, time of departure and any outpatient procedure codes are accurately recorded on EPIC
• Following attendance, record outpatient outcomes, RTT status and where appropriate, outpatient   procedure coding.
• Make follow-up appointments as requested by the clinician within requested time frames and as far as possible by agreement with the patient before they leave clinic.
• Where issues and/or problems are identified with appointment booking, highlight these with clinicians, ensuring they are addressed in accordance with the Trust's Access Policy
• Ensure regular communication and liaison with the clinical and nursing teams working in clinics to keep them informed of any problems that may impact on the running of the clinic eg; patients arriving late
• Did Not Attend (DNA) and discharge patients in line with the Access Policy and ensure clinics are 'cashed up' promptly
• Ensure that support appointments, interpreters and transport are booked in a timely manner.
• Send out clinic appointment letters promptly in order for patients to receive them in sufficient time for their appointment
• To liaise with the Outpatient supervisors to ensure that they are aware of any potential problems with the clinic.

• Responsible for welcoming patients, staff and all other visitors to the reception desk, dealing with all enquiries in a kind and courteous manner
• Responsible for checking patient personal details and updating as necessary.
• Responsible for dealing with patient appointments, cashing up of clinics as well as other administrative duties
• Responsible for reading interpreting information and to become familiar with Haematology terminology.

Other duties

• Deal with telephone enquiries from patients, carers and external agencies in relation to appointments and general enquiries in a courteous, professional and efficient manner, ensuring accurate records are maintained, both manual and electronic and appropriate action is taken in a timely manner.
• Participate in the induction and training of new staff within King’s College hospital
• Sharing knowledge and expertise of the administrative processes, functions and specialty specific knowledge.
• Attend mandatory training required for administrative staff to ensure compliance with the Trust  Mandatory Training Framework.
• Participate and assist with the collection of monitoring data as required.
• To undertake any other duties as designated by the line manager which are commensurate with the grade.

Learning & Development

• Any Trust internal systems that require training will be delivered by the Trust on site and in working hours
• The Apprentice will work under the supervision of the department Supervisor.
• Day to day training will be provided on the job through direct teaching, observation, simulation and practical application
• Off the job learning is supported to take part in apprenticeship coursework workshops, reviews and one to ones with apprenticeship tutor.
• Take part in learning and development through workshops, coursework completion and reviews with tutor/assessor reviews with tutor / assessor.
• Work towards the completion of the apprenticeship training programme

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