Detailed job description and main responsibilities

Role summary

Working alongside the renal vascular access nursing team, the post holder will be expected to hold a booking service for the renal vascular access team and directorate. An up-to-to date knowledge of renal theatre activity will be required to enable the post holder to make, amend and cancel renal theatre bookings and clinics, providing an effective and efficient service for the benefit of patients.

The post holder will be required to handle queries within the speciality as this will be a multi-skilled role. The post holder will need a working knowledge of all theatre and clinic protocols and procedures, in addition to any specific standards required. Training and ongoing support for this will be provided within the renal vascular access nursing team, as well as through the post holder’s line manager.

The role will range from the registration of a new patient, engaging with and ensuring trust systems are accurately maintained, handling GP and renal patient queries for the directorate, admitting and discharging patients and ensuring trust policies are followed.

Duties will also include answering telephone calls from patients or GP’s wishing to make or change appointments or making general enquiries. 

Key working relationships

The post holder will liaise directly with the renal vascular access nursing team daily, patient access managers, directorate and departmental managers, clinicians, nurses and other colleagues within the department as well as GP’s, visitors to the trust and other support services.

Main duties and responsibilities

• ·         To answer the telephone in a courteous and pleasant manner.  
• ·         To deal professionally with enquiries in line with the standard operating procedures.
• ·         To deal effectively with clinician's queries regarding patient appointments and theatre bookings.
• ·         To ensure timely and effective booking of patients into the renal vascular access clinic, based on clinical priority, in collaboration with the renal vascular access nursing team. Work closely with other admin and clerical staff in locating and preparing patient’s notes for these clinics.
• ·         After clinics have been completed, ensure timely outcomes on CareFlow for each patient.
• ·         Ensure that any patient details changes are made at the time of the patient call/visit on CareFlow, to ensure their demographics are maintained and up to date.
• ·         To ensure patient cancellations are updated on CareFlow, and the reason for the cancellation recorded immediately within the notes field. 
• ·         To ensure any cancellation, waiting list management or booking management policies are adhered to by reviewing and updating Patient Tracking List (PTL) and other Booking process tools.
• ·         Assist in recording of any additional activity carried out by the vascular access team using CareFlow.
• ·         Using the transport online booking system, assist the renal vascular access nursing team with booking patient transport when required for ad hoc appointments, theatre slots, and vascular access clinics.
• ·         Ensure that any relevant information is communicated to clinical staff and clinic reception teams as appropriate.
• ·         To maintain an audit trail for all referrals entering the department. 
• ·         To ensure that standards are met for patients receiving notification or acknowledgement of their procedures. 
• ·         To ensure accurate recording of workload and in turn the monitoring of individual progress towards the targets set. 
• ·         To work under pressure, demonstrating the ability to multitask, complete in-depth problem solving, record data and information accurately, maintain excellent timekeeping, always behave in a professional manner with both patients and colleagues. 

Communication

• ·         Answer complex enquiries both in person and on the telephone, from people who may have varying levels of ability to understand or whose first language is not English. To provide support to them, via the interpretation service.
• ·         Provide and receive complicated and sensitive information to patients about their in-patient or out-patient appointment and give explanations and instructions clearly and concisely where barriers to communication may exist, including challenging behaviour, learning disability and recent bereavement. 
• ·         Use empathy, tact and diplomacy in dealing with  patients who may be hostile or antagonistic, often when their expectations are not met i.e. waiting times to procedure dates, cancelled procedures. 
• ·         Answer internal and external telephone enquires in an efficient manner, from other members of staff, other departments, patients/relatives, GPs and other hospitals. 
• ·         Welcome visitors to the department and direct them to the appropriate member of staff. 

Service delivery and improvement

• ·         Follow department policies and procedures and contribute to procedural and process changes which improve departmental effectiveness.
• ·         Work closely with the team to review working practices, identify new improved ways of working and find solutions to problems. 
• ·         Recommend changes to policies, procedures and department environment to enhance department’s ability to provide optimum service to all customers.  

People management and development

• ·         Maintain up-to-date knowledge and skill levels in own area of work to ensure provision of the highest quality services.
• ·         Contribute to an effective learning environment for the training and professional development of self.  Responsible for maintaining, updating and improving own skills, knowledge and competencies, identifying education needs with line manager through appraisal, ensuring that those needs are addressed and completed. 

Patient care delivery

• ·         Patients are treated courteously, with empathy and respect.
• ·         Patients’ referrals are processed in line with agreed standards, in order of receipt and clinical priority.  
• ·         Outpatient appointments and day case treatments will be booked within internal and national targets.
• ·         The Patient Access Policy will be followed at all times.   

The post holder will assist in working towards achieving key objectives for Renal bookings are maintain and identified as: 

• ·         Being a key point of contact for renal patients in relation to their vascular access
• ·         Introducing a patient focused booking programme
• ·         Having a comprehensive knowledge of all renal theatre procedures and utilisation of such knowledge to ensure patients are scheduled to the correct theatre slots.
• ·         Ensuring the renal vascular access waiting list is accurately updated and maintained.
• ·         Ensuring an efficient telephone service is maintained.
• ·         Optimising theatre slot capacity 

Please see full job description and person specification attached.

Please note: This role does not meet the minimum criteria for visa sponsorship under the current UK immigration rules, which set specific salary and skill thresholds. As such, we are unable to provide sponsorship for this post. Applicants will therefore need to already have the right to work in the UK to be considered. We include this information at the outset to provide clarity and avoid unnecessary inconvenience for applicants