Senior Clerical Officer

Job overview

Take part in managing, daily, all appointment administration undertaken within the Outpatient  Booking Team  • Manage and monitor the outpatient waiting list  • Book appointments  • Ensure that all clinics are fully utilized  • Process patient referrals into the trust  • Answer incoming calls from all our customers in a professional and appropriate manner and assist  with specific enquiries  • Make outgoing calls, negotiating appointment dates and times with patients  • Deal with and respond to complaints in a positive manner  • Access and update various IT systems i.e. the Trust Patient Administration System, the national  Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and  other IT systems  • Ensure accurate and quality data entry at all times  • Any other duties commensurate with the role

Main duties of the job

Register referrals from all sources on the patient administrative system (Patient Centre) and book  appointments in accordance with clinical need and within local and national targets.   Telephone patients to offer appointment dates and times, in accordance with consultant  prioritisation, Trust standards and NHS targets, using Patient Centre and the national E-Referral  Service systems to record appointments made

Manage the Envoy reminder service responses.  Offer appointments to suspected cancer and other urgent patients according to Trust standards  and within NHS target times and recording the data on the Somerset database  Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List  Upload all new referrals to the  Evolve scanning system, and process their return  Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the  relevant department  Respond verbally to complaints in a polite and professional manner seeking to find a resolution  on behalf of the caller.  Those which cannot be resolved to be passed to a manager or other  departments in the Trust for action  Input, monitor and manage patient information on various IT systems

Discharge old and expired episodes on PAS, completing and updating the patient’s pathway  Liaise with referrers/ GP practices regarding incorrect patient information or referrals   Liaise with multidisciplinary internal teams regarding clinic utilisation

Detailed job description and main responsibilities

Register referrals from all sources on the patient administrative system (Patient Centre) and book  appointments in accordance with clinical need and within local and national targets.   Telephone patients to offer appointment dates and times, in accordance with consultant  prioritisation, Trust standards and NHS targets, using Patient Centre and the national E-Referral  Service systems to record appointments made

Manage the Envoy reminder service responses.  Offer appointments to suspected cancer and other urgent patients according to Trust standards  and within NHS target times and recording the data on the Somerset database  Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List  Upload all new referrals to the  Evolve scanning system, and process their return  Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the  relevant department  Respond verbally to complaints in a polite and professional manner seeking to find a resolution  on behalf of the caller.  Those which cannot be resolved to be passed to a manager or other  departments in the Trust for action  Input, monitor and manage patient information on various IT systems

Discharge old and expired episodes on PAS, completing and updating the patient’s pathway  Liaise with referrers/ GP practices regarding incorrect patient information or referrals   Liaise with multidisciplinary internal teams regarding clinic utilisation