Outpatient Appointment Coordinator

Job overview

The post holder will work within a team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, referral centre teams, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between telephony and administrative duties.

Main duties of the job

Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments.

To make appointments in the appropriate clinics using Epic and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the ‘Two Week Rule’ for cancer referrals.

Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or Division

Responsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processes

Responsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practice

Responsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures

Detailed job description and main responsibilities

Main Duties and Responsibilities

Service Delivery

Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments.

To make appointments in the appropriate clinics using Epic and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the ‘Two Week Rule’ for cancer referrals.

Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or Division

Responsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processes

Responsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practice

Responsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures

Responsible for the amendment and cancellation of all appointments types (new and follow ups) Responsibility for maintaining a ‘direct booking’ system, by agreeing dates either with patients and/or GPs;  Data Quality

To deal effectively with GP/Consultant queries regarding patient appointments and details for all Trust wide clinics

Ensure that any relevant information is communicated to patients and internal service users as appropriate  To scan all referrals entering the Trust and ensure that standards related to the capturing of minimal data set is met

To ensure that when requested, diagnostic tests are booked by the clinical specialty and an appropriate outpatient appointment is made (following negotiation with patient) to ensure results are available in clinic

To ensure that where necessary, interpreters are also booked in advance of the appointment date

Service and Data Quality Ensure that all patient data set is recorded and amended in line with Trust Policy To actively support the reduction in duplicate patient master index entries by reporting potential duplicates to the appropriate team Support the improvement in data quality and NHS number completeness in line with Trust targets

To ensure the telephone is answered within the agreed time in line with the team call script Process referral documentation in line with Trust and National Targets

Support the management team in implementing new outpatient information technology systems

Customer Service

To answer the telephone to all callers in a courteous and pleasant manner at all times on behalf of the Trust Ensure that targets set by the management team for telephone call processing are met and maintained  Ensure that a customer focused approach is maintained at all times when dealing with callers and visitors to the service.

Teamwork

To work as part of a team to ensure that both the team and individual performance targets are met and maintained Work across allocated areas of responsibility to ensure that targets are met and maintained Practice a flexible approach to working methods to ensure that team targets are met and maintained List the primary job duties and responsibilities using sub-headings.

General

The post holder has a general duty of care for their own health, safety and wellbeing 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.
• We want to be an organisation where everyone shares a commitment to delivering the very best care and feels like their contribution is valuable and valued.
• At King’s we are a kind, respectful team:

Kind. We show compassion and understanding and bring a positive attitude to our work

Respectful. We promote equality, are inclusive and honest, speaking up when needed

Team. We support each other, communicate openly, and are reassuringly professional

• 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.
• Everyone is responsible for promoting inclusion no matter their role or team. At King’s, we want to create an environment where everyone feels valued, respected and welcomed

Safe Guarding

The Trust takes the issues of Safeguarding Children, Adults and addressing Domestic Abuse very seriously. All employees have a responsibility to support the organisation in our duties by;

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• attending mandatory training on safeguarding children and adults
• familiarising themselves with the Trust's processes for reporting concerns
• reporting any safeguarding child or adult concerns appropriately

Infection Control Statement

The post holder has an important responsibility for and contribution to infection control and must be familiar with the infection control and hygiene procedures and requirements when in clinical areas.

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.