Outpatient Booking Co-ordinator

Job overview

Patient Access Services is a busy and diverse area that books outpatient and inpatient appointments/operations for patients and we are looking for person who is interested in a full time or part time 33 hours role.

The post holder’s main focus will be to work within the Outpatient Booking Team. Full training will be provided.

The post holder will be required to ensure that they provide a patient centred approach at every stage of the patient journey, and ensuring potential breaches of RTT (referral to treatment) waiting times are avoided or escalated to the relevant manager.

Applicants will need to be a good team worker as well as able to work independently. They will need to be flexible, and be able to use their own initiative working proactively with colleagues to ensure waiting time targets are achieved. The post holder will be responsible for prioritising own workload and ensuring data quality and customer service are met to a high quality standard.

Previous applicants need not apply.

Main duties of the job

To work as a flexible member of a team to carry out clerical duties within the Patient Access Services giving support to patients, medical staff and the management process, maintaining an effective customer focused service.

Detailed job description and main responsibilities

Key Responsibilities

Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.

Ensure all relevant patient information is recorded on the Trust’s PAS system and updated accordingly, including early offers of operation date.

To be the point of contact in the Trust for booked admission enquiries from patients.

Work flexibly and provide cross cover for colleagues in the Department.

Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.

Ensure patients on a 2 week wait pathway are treated within national cancer target requirements.

Communication

Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.

Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.

Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.

Liaise with reception staff regarding clinics and follow up appointments.

Service Improvement/ Team Development

Be involved in the development & revision of protocols & processes as required.

To participate in the training and induction of new starters and work experience.

Data Quality

Ensure any data entries are accurate and good record keeping is maintained at all times.

Ensure waiting lists are regularly validated to ensure accurate.

Monitor patient pathways to ensure patients don’t breach their 18 week pathways.