Detailed job description and main responsibilities

Main Tasks – booking office

• Completing the referral to treatment process for patients accessing MSK physiotherapy outpatients including;
  • registering referrals,
  • contacting patients to opt in via telephone or letter
  • booking new and follow up appointments via telephone on systmone and Electronic Patient Record.
  • discharging patients who do not opt in or who DNA first appointments.
• Dealing with telephone, written or electronic enquires from external and internal sources as appropriate.
• Contacting patients to cancel or change and re book appointments when requested by staff due to MSK Physio initiated cancellation.
• To ensure that all demographic details are accurately recorded, including address, NHS number, ethnicity, registered GP, referring GP and practice. To proactively encourage the recording of mobile numbers and email addresses.
• To answer the telephone in a timely and courteous manner when dealing with external or internal customers within a busy office environment.
• To be responsible for booking transport or interpreters for new patients as necessary and notifying the relevant department of any cancellations or changes when required.
• Ensure communication links are maintained with internal staff, GP’s, Patients and other organisations to ensure swift resolution of any potential appointment/clinic issues.
• To change/reduce/cancel clinics as requested by divisions under the direction of the Coordinator or Supervisor as directed.
• To participate in training as necessary to ensure delivery of a quality customer focussed service.
• To be responsible for the booking of MSK Physiotherapy appointments using the SystmOne and Electronic Patient Record systems, to manage and book/ rebook outpatient appointments booked via Choose and Book.
• To be aware of outpatient MSK physio waiting times for all services to ensure that appointments are rearranged to appropriate timescales to meet with the 18 week referral to treatment pathways.
• To assist the Coordinator/Supervisor with the training of new staff members as part of their Induction Programme, and to shadow and mentor new starters during their training period, to continue to share good practice and process within the Team.

• Communicate with all departments within the MSK physiotherapy department to ensure a complete, effective and efficient patient focussed MSK physiotherapy service.
• Work flexibly between departments as required.
• Ensure confidentiality is maintained at all times.
• Assist Coordinator and Supervisor in training new staff members as part of their induction programme.
• Participating in training as necessary to ensure delivery of a quality customer focussed service
• Ensure that Calderdale and Huddersfield NHS trust policies and regulations are followed.
• Be responsible for highlighting any health & safety issues to the Supervisor.
• Any other duties within the scope of the grade to be undertaken with the discretion of the Coordinator and Supervisor.
• Ensure colleagues know where you are during working hours.
• To be responsible for contacting the appropriate personnel to issue walking aids to patients sent down from A&E and Orthopaedic clinics, any associated admin.
• To maintain an appropriate stock of patient information leaflets and other paperwork used in the treatment of patients.
• Liaise closely with clinical leads to ensure an adequate stock control is held. Stock is ordered as appropriate and a rotation system is used such that stock does not go out of date.
• Clerical

• To act as frontline contact for all patients and staff contacting the MSK physiotherapy department, greeting all patients and staff in a warm, friendly and helpful manner.
• To answer the telephone in a timely and courteous manner ensuring all messages left on answerphones are dealt with quickly.
• Dealing with telephone and written enquiries.
• To be responsible for the correct filing and processing of treatment notes and medical notes.
• Ensuring all patient identification information is correct on written notes and electronic systems, and amending accordingly.
• Responsible for booking transport for patients as necessary and notifying the transport department of any changes/cancellations.
• Work closely with the Coordinator/Supervisor to ensure all late cancellations slots are utilised.
• Liaise with MSK Physiotherapy staff to inform them of extra/changed patients added to clinics at short notice.
• To ensure that at all times excellent administrative and organisational processes are adhered to within the departments.
• To be responsible for the upkeep of the treatment areas, the MSK physiotherapy admin areas and patient areas, ensuring there are clean and tidy at all times.
• To be responsible for making sure equipment in the departments, including plinths are cleaned daily within Trust guidelines and policies when required.

• This job description is intended as an outline of the duties of the post, it is not exhaustive and is subject to change following discussions with the post holder.