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Swydd ddisgrifiad a phrif gyfrifoldebau manwl

Please  see the full job description for more detail 

JOB PURPOSE

• To provide comprehensive management of appointments system for Physiotherapy, Speech & Language, Occupational Therapy & Lymphoedema Outpatients.
• To provide a professional reception service to patients and visitors to the Integrated Therapies Department.
• To ensure the timely processing of referrals to the Integrated Therapies Outpatient Department.
• To provide a professional and efficient clerical service to the clinical and admin team.

Communication and Team Working

• To provide a welcoming, efficient and polite service to patients regarding the booking of therapy outpatient appointments using agreed systems and practices.
• To use information from referrals to ensure they are directed to the appropriate clinicians, flagging urgent cases as required.
• To liaise with the Outpatient Reception Team Lead and senior clinicians to ensure capacity matches demand and highlight capacity issues as they arise.
• To ensure that all referrals received to the service are managed appropriately and in a timely fashion, highlighting any problems to senior staff as soon as they are identified.
• To deal with all telephone calls in a polite and efficient manner, re-routing inappropriate calls to the relevant areas.
• To respond to detailed enquiries from patients and clinicians, some of which may require further research, in a polite and timely manner.
• To work flexibly in support of the service and to cover sickness and annual leave absences.
• To participate in weekend rotas as requested, in support of the Integrated Therapy Service.
• To ensure that all tasks are completed wherever possible, prior to the end of shift and that comprehensive handover notes are passed on as required.
• To ensure that any problems or urgent work are addressed as a priority on a daily basis, communicating any issues to the Outpatient Reception Team Lead and/or senior clinical staff.
• To cancel and rearrange patient appointments where necessary to meet the needs of the service, using tact and sensitivity at all times.

Planning and Organising

• To support the Outpatient Reception Team Lead in maintaining the accuracy of the electronic appointing system, liaising with IT as required to achieve this.
• To ensure that all clinic slots are actively managed to ensure the smooth running of the service and enable maximum clinic utilisation and highlighting waiting list numbers to senior staff.
• To ensure that all annual leave, study leave and other planned absences for clinical staff, are accurately reflected on the electronic appointing system.
• To ensure that own annual leave or other planned absence is requested in a timely fashion and to ensure cover is arranged for such occasions.
• To be responsible for the organisation of all reception files to ensure they are kept up to date and accurate and to ensure they stored in a secure manner in accordance with Trust policy.
• To send out and collate relevant documentation to patients for any specific studies or audits as requested by clinical staff.
• In the absence of the Outpatient Reception Team Lead deal with complex enquiries or daily issues that may arise.
• To have a working knowledge of Bookwise to be able to check live clinic room bookings, make and cancel bookings and deliver basic training as required.

Monitoring, Analysis and Evaluation

• Assist in meeting 18 week targets and other targets as identified by the Outpatient Clinical Lead Physio, Integrated Therapies Business Manager and senior clinical staff.
• Be able to investigate and update the PTL (patient tracking list) and PIFU PTL (Patient Initiated Follow Up, patient tracking list), reporting any complex issues to the Outpatient Reception Team Lead.
• To identify and prioritise appointments as indicated by triage staff/highlighted by referrer.
• To understand the fundamentals of demand and capacity and work with clinicians and the Outpatient Reception Team Lead to maintain/reduce waiting times whenever possible.

Managing Resources

• Complete stationery orders for Purchasing Department as requested by departmental staff.
• Manage stationery stores cupboard and ensure reception area is stocked with necessary stationery at all times.
• To ensure that all resources are correctly utilised in the management of patient appointments and data inputting.
• Report departmental facilities issues in a timely way via the FMFirst Portal.

Training and Teaching

• To ensure that personal mandatory training is completed and maintained in line with Trust policy.
• To identify own needs for personal development, education and training.
• To assist in the training of new staff (including temporary staff) to ensure they have a thorough understanding of the processes of the reception and appointments service.
• To attend regular 1:1s with the Outpatient Reception Team Lead.