Outpatient Clinic Coordinator

Job overview

We are looking to recruit a clinic co-ordination/receptionist

To provide an effective service for Moorfields North and a designated service or group of consultants and be the primary point of contact for patients and staff for any administrative issues.

To ensure that patients are given clear information regarding their pathways, and arrangements and that their pathway is managed smoothly and efficiently.

Work closely with the responsible surgeons, lead nurses to ensure that appointments are appropriately booked.

Moorfields Eye Hospital invites applications for the permanent post of Outpatient Clinic Co-ordinator based at Moorfields Eye Clinic Bedford.

This post will also require work between the 2 sites in Bedford for reception duties, with a flexible approach. The hours are on a rotation and run as 08.00-16.00, 09.00-17.00 & 10.00-18.00

Main duties of the job

• Provide a high standard of receptionist/ 1st point of contact and administrative support, to include timely and accurate cashing up of clinics.
• Be courteous and professional when dealing with patients, at all times
• 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 and PAS.
• Record outpatient outcomes, RTT status and where appropriate, outpatient procedure coding promptly for every patient.
• Book appointments for diagnostic purposes in liaison with the appropriate departments
• Make follow-up appointments as requested by the clinician within appropriate timeframes
• Where issues and/or problems are identified with appointment booking, highlight these with clinicians
• 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, e.g. patients arriving late.
• Do Not Attend (DNA) and discharge patients in line with the Access Policy and ensure clinics are ‘cashed up’ promptly.
• Assist with reception telephone calls and enquires from staff members, patients and carers.
• Ensure that support appointments, interpreters and transport are booked in a timely manner.

Detailed job description and main responsibilities

MAIN RESPONSIBILTITES

• To manage designated clinics in line with agreed clinic profiles, reducing overbooking and ensuring that patient numbers are adjusted to clinician availability.
• To liaise with the responsible clinician to provide regular updates regarding the status of their clinics profiles, in an agreed format. To use a variety of systems to monitor clinics and clinicians availability e.g PIMs
• To provide a high standard reception service and general administrative support to designated outpatient clinics, being a first point of contact to patients as required. To identify all patients AIS requirements and record the data accurately on the Trust’s electronic system.
• Ensure clinic digital screens and whiteboards are updated with the correct and most recent information as required.
• Accurately record the patient’s attendance in clinic and time of departure.
• Record outpatients outcomes, ensuring that the each outpatient procedure is coded promptly for every patient as required.
• To book and reschedule appointments as required, including the booking of appointments for diagnostic purpose in liaison with the appropriate departments, including the booking centre and the call centre.
• Ensure follow up appointments are booked according to agreed Key Performance Indicators and in line with treatment protocols.
• To provide patients with up to date information relating to waiting times in clinic as required.
• Ensure all appointment cancellations and alternations are correctly recorded and highlight any issues identified with appointment bookings to clinicians working in accordance with the Trust’s Access Policy.
• Ensure all clinics are ‘cashed’ accurately and promptly on electronic administration systems within agreed Key Performance Indictor standards as required.
• Respond to appointment requests and other queries via email from clinicians promptly.
• Respond to appointment requests and other queries via email from patients promptly on a daily basis as per the rota.
• Ensure all referrals are scanned onto the system promptly and on a daily basis.
• Ensure waiting list is added and appointment booked through the waiting list.
• To liaise with the clinician and nursing teams working in clinics to keep them informed of any problems that may impact on the running of the clinic and ensure clinic capacity and resources are optimised.
• Ensure patient information is obtained and recorded on Trust electronic systems and that this checked regularly and updated electronically.
• Maintain a good knowledge of RTT and apply this to appointment bookings where appropriate

CLERICAL DUTIES

• To adhere to all agreed key Performance Indicators for data quality, providing exception reports where these are not met.
• Respond to telephone enquiries from patients and staff promptly and in a courteous and professional way, adhering to service guidelines and standards. It is expected to deal with concerns as appropriate in order to maintain the efficiency of the service
• Respond accurately to patient queries regarding their treatment pathway, explaining in simple terms where required, referring to relevant colleagues where required.
• To book translators for patients where required and provide correspondence to patients in the most appropriate format in line with Accessible Information Standards (AIS).
• Provide administrative support for clinicians where required.
• Ensure letters, reports and results are scanned onto the system
• Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures.
• Participate in the induction and training of new members of staff within the team, sharing knowledge and expertise of the administrative processes, functions and specialty specific knowledge.
• Participate in a rota system to provide cross-cover for other members of staff within the team to ensure consistent and effective service is maintained during periods of annual leave/sickness.
• Attend mandatory training required for administrative staff to ensure compliance with the Trust Mandatory Training Framework including participating in annual performance development reviews.
• Adhere to the Trust’s values; “the Moorfields Way” at all times.
• To undertake any other duties designated by the Outpatient Supervisor or Assistant Clinic Manager which are commensurate with the grade.
• To actively participate in any training development identified.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.