Detailed job description and main responsibilities

Main Duties and Responsibilities

• To assist in any administrational duties required to ensure a full outpatient service is provided in the Outpatient reception, Outpatient Call centre and the Booking Teams.
•         To be flexible to a wide range of duties and appropriate tasks on rotation as designated by the Outpatients Supervisor in order to ensure the smooth running of the department.  Including covering for colleagues in times of sickness/absence and high workloads
•          Greet patients and visitors in a pleasant and professional manner, providing a courteous reception service.
•       Excellent communication skills and ability to deal with queries from patients, relatives and carers.  To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints. To regularly deal with patients either face to face or via telephone or email who may be emotional or challenging.
•          Liaison with staff both within and outside of the department, GP surgeries and other healthcare professionals on any matters relating to patient referrals/queries
•         Answer all telephone calls into the department promptly in line with the Outpatient Call centre KPI’s, speaking to our patients and callers with respect and courtesy, be positive and helpful in providing excellent service and assistance.
•         To participate in call reviews and call monitoring to achieve department KPI’s.
•      To monitor and action all incoming emails to generic outpatient team inboxes.

·    Ensure all patient demographics are captured accurately and any changes updated on the Trust PAS when notified.

·    To manage new referrals and outpatient appointment waiting lists in line with RTT national targets.

·    To receive and respond to appointment requests. Booking, cancelling, and rescheduling all new and follow up outpatient appointments in line with the Access Policy and agreed clinic booking rules via the Trusts PAS systems. 

·         Liaise with relevant specialty service managers and teams to escalate capacity, waiting list and service issues that require urgent action.

·      To check patients in and out of their appointments in real time via the Trusts PAS systems.  Complete the checking out process, recording the appropriate outcome and 18-week RTT status documented on the outcome form and booking any respective appointments, ensuring all clinics are ‘cashed up’ at the end of each day.

        ·         To liaise with clinicians and service’s where outcomes are        incomplete or missing.

·         To check case note availability prior to clinic, escalating to the appropriate teams for missing records.

•           To keep patients informed of any delays in outpatient clinics in conjunction with the nursing team.

·     To maintain patient confidentiality and be aware of data protection issues when entering all patient information on all Trust administration and clinical information systems. Book interpreter services/transport as and when required and maintain and provide access to interpreter tablets

•        To maintain good working knowledge of all office procedures and to be onboard with the implementation of new processes within the outpatients’ departments.

•       To be competent and efficient in using the trust IT and PAS systems as required in your role. To maintain and update a variety of systems used within the call centre and kiosks,
•          To assist in the induction and training of new and temporary members of staff in the department.
• To participate in the PDR process to ensure personal skills are enhanced.

·     Attend team meetings and contribute in the setting of achievable standards to promote improvements in patient care and service development.   

·   To undertake minutes/actions of meetings as required

•         To understand when to escalate issues and reporting incidents on the Trusts Ulysses system.

•          To work from outpatient reports i.e. demographics reports, PIFU lists and return post and any new reports introduced to support outpatient’s transformation.
• Maintain stock levels, collect, store and keep stationary secure
•  Duties and responsibilities as set out in this job description may be reassigned in order to reflect developments within the trust or operational needs within Outpatient transformation