Patient Pathway Officer - Contact Centre

Job overview

It is a very exciting time to be joining the Outpatient Team at North Middlesex university Hospital, the post holder will have day-to-day responsibility for providing a high quality reception and clerical service to the outpatient clinics, you will need to be available to work some weekends and be flexible with their working hours, you will cross cover departments for other staff as and when required. Ensuring that all patient attendances are accurately recorded on all appropriate hospital IT systems including our PAS called Medway.

The post holder will also be responsible for the timely and accurate checking in and out of patients, confirming attendances with patients. They will also be responsible for answering the telephone, Pre–Assessment Department and Theatres along with liaising with the multi-disciplinary team, other departments and services to answer queries. To ensure that all patient notes are available in a timely manner.

The successful candidate should be flexible with regards to working occasional late shifts, with good IT skills, and experience in filing and other clerical duties.

This role is 2 days a week 7.5 hours a shift role, role require to work in OPD contact centre to serve patient calls coming in and also to cover reception duties where required as per service needs. For further information please contact:

Shanil Velliani - DSM [email protected]

Main duties of the job

• Responsible for answering external and internal patient enquiries on phone within agreed performance, quality and other service level agreements. Provides a flexible service to all patients with emphasis on patient satisfaction.
• Booking patients follow up onto the computer system.
• Update all demographics details, generate required letters.
• Complete outcomes of clinics and accurate recording of 18 weeks pathway.
• Deal with telephone and face to face enquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
• Communicate verbally in a sensitive and caring manner at all times.
• Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
• To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
• To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
• To provide and support for junior staff as required.
• Track case notes and other documentation in line with trust protocols.
• To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
• To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.

Detailed job description and main responsibilities

• Responsible for answering external and internal patient enquiries using a variety of media methods promptly within agreed performance, quality and other service level agreements. Provides a flexible service to all patients with emphasis on patient satisfaction.

• Ability to work well as part of a team and be open-minded towards the ideas and views of others. Fully contribute to building team spirit and aiding others to succeed.
• Providing help and guidance to patient, tailoring conversations to the patient’ needs with the assistance required to book/ amend community blood tests and hospital appointments. Ensuring that the patient is at the heart of everything that you do.
• Good verbal, oral and written communication skills with the ability to adapt your style to the appropriate channel of communication, whilst maintaining a strong customer service emphasis.
• Takes an active part in monthly meetings with managers and other team members, working collaboratively to identify improvement areas and recommending their own actions for development.
• Working as per departmental SOP’s, agreed performance KPI’s, accuracy targets and standards, complying with all regulatory requirements such as data protection, customer security and understanding and supporting vulnerable patients.
• Working on relevant computer system applications, accurately inputting, updating and amending patient information according to set procedures to ensure that the patients enquiries are handled appropriately and resolved fully or to the best of your ability.
• Ability to comprehend and interpret policies and procedures across a variety of work areas. Using our internal online Knowledge Base to provide consistency of response.
• Manages own workload and operates all services in line with performance, quality and other service level agreements including internal agreements and policies, technical instructions and procedures all within agreed time scales.
• The contact centre is demand led and advisors must be prepared to join the bidding process for shifts designed and produced by the workforce management System, or dependant on business need work a fixed working pattern or rotation.
• Ability to treat people with respect under all circumstances, upholding and demonstrating the values and behaviours of North Middlesex University Hospital NHS Trust.
• Adheres to the data protection act and works in accordance with quality standards.
• Ensure compliance with equality legislation, and display active commitment to the need to ensure equality of opportunity and the benefits of Diversity.
• When in contact with colleagues, patients, customers, contractors and visitors, ensure that they are treated with dignity and respect.
• Prioritise and manage workload without direct supervision. Provide a high quality reception and administrative service for the Outpatient department and to ensure appointments are made in line with Trust policies, guidelines and departmental protocols, additionalduties will include: Preparation of medical notes for relevant clinics Booking patients follow up onto the computer system. Update all demographics details. Complete outcomes of clinics and accurate recording of 18 weeks pathway Generate DNA letters to patients and GP’s Deal with telephone and face to face inquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner. Communicate verbally in a sensitive and caring manner at all times. Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives. To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times. To be proactive in supporting the changing demands within the service likely to impact on the administrative services. In the event of the hospital system failure the relevant disaster recovery procedure is followed. To provide and support for junior staff as required. Track case notes and other documentation in line with trust protocols. To collect notes from medical records., as needed. To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary. To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas. To monitor and escalate shortages in stock e.g. stationary, paper etc. to team leaders for ordering. To undertake mandatory training. To participate in the Trust Performance Development scheme for staff.