Rheumatology Day Case Clinic Coordinator

Job overview

The role is for the Rheumatology Outpatient and Day Case Coordinator Team

The post holder will be responsible for booking new and follow up patients and will work closely with clinicians and colleagues to manage their booking lists.

This is a varied post for someone who has exceptional customer service, is able to multi-task and can learn complex IT systems.

Furthermore, this role will support with our RTT aims and internal KPIs.

This post is for 20 hours per week. This will be a two week rota based on site at Bristol Royal Infirmary:

Week 1: 08:30-1230 Monday to Friday

Week 2: 12:15-16:15 Monday to Friday

Main duties of the job

To support the triaging of referrals by liaising with key clinical staff.

• Manage patient communications both via telephone  and through Trust systems to create letters, emails and text reminders.
• To act as a point of contact for queries from clinical and non-clinical staff.
• Liaise with clinical and non-clinical teams across the Trust via telephone, email and Carflow Workspace.
• Escalate patient queries, capacity problems and general issues to the role’s line manager or relevant clinical staff as appropriate.
• Communicate changes to appointments to patients as instructed, often at short notice.
• To show a caring and professional approach towards patients, relatives and carers. This may require acting with resilience to deal with sometimes distressed patients and relatives in a professional and empathetic manner.
• Greet all visitors to Day Case in a professional and polite manner.

Detailed job description and main responsibilities

Service Development and Research:

• Attend training courses as required to support personal development and the needs of the service.
• Assist in training of new members of the team.
• Ensure all statutory and mandatory training is completed on time.

Finance and Resources:

• Maintain, order and/or receipt stationary and essential items, in line with Trust policies.

Information Resources:

• Act with flexibility to utilise skills in other functions if and when appropriate or required by the role’s line manager. (E.g. covering patient facing reception desks)
• ·        Maintain confidentiality and discretion and comply with the terms of the Data Protection Act and local Trust policies at all times.

• Receive referrals from various sources and register referral details onto PAS and Day Case Diary in accordance with the Trust’s Outpatient Standards to book patient appointments by telephone in line with the Patient Access Policy and arrange appointment related services as and when required. (E.g. transport and interpreting services)
• To record, maintain and update admission information on the Trust’s Patient Administration System in a timely manner.
• To register patients onto waiting lists and generate all associated paper work in adherence with the PAP and Trust Inpatient Booking Procedures.
• Be responsible for the accurate entry of data to computerised databases, using all computer systems relevant to the role.
• To check incoming email inbox(s) and Tasks Lists on a daily basis to keep up to date with departmental and Trust wide news and information
• To have a clear understanding of RTT and performance targets and utilise reports effectively.