Booking and Scheduling Clerk - Ashton-Under-Lyne, United Kingdom - Tameside and Glossop Integrated Care NHS Foundation Trust

Tameside and Glossop Integrated Care NHS Foundation Trust
Tameside and Glossop Integrated Care NHS Foundation Trust
Verified Company
Ashton-Under-Lyne, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Undertake the effective management of Patient Tracking Lists and interpret information and process chronologically and by priority, in accordance with the Trusts Access Policy.

Flexing capacity within clinic templates according to booking protocols.

Provide excellent customer service to our patients including assisting with patient calls at scheduled times and to additionally assist at other busy periods.

Assist in maintaining the 90% call answer rate Ensure all new patients referrals are uploaded prior to the clinic starting.

Assist with Envoy, EIS, and online cancellations Transfer referrals from E referral system an upload on to Lorenzo. Support and mentor new team members Liaising regularly with Assistant Directorate Managers, Business Managers, Secretaries and Clinicians as required.

This includes regular escalation of lack of capacity, increased wait times and lack of availability for 2WW and urgent appointment slots.

Ensuring outpatient clinic lists are constructed to maximise levels of utilisation and to report any capacity issues to a line manager; Use Envoy where appropriate to contact patients about cancellation using agreed templates and wording To add templates correctly and in a timely manner to Lorenzo when working with the clinic management team.


Routinely reviewing active and suspended/locked outpatient templates in accordance with the Trusts Patient Access Policy; Ensuring cancelled appointments are replaced appropriately on the outpatient template, maintaining maximum levels of outpatient utilisation; Liaising with other disciplines, staff and departments ensuring relevant information is communicated in a timely manner and to act in a professional and polite manner at all times reporting low levels of supplies and stationary to the line manager.

Adapting positively to change when new booking methods or working practice guidelines are introduced.

Working flexibly as and when required to meet the demands of the service or when colleagues are absent through annual leave/sickness-prior notice would be given.

Complying with all Trust policies and management instruction with regard to Health & Safety and Fire Prevention and in particular, to avoid doing anything that endangers yourself or others.


To comply with the Trusts Confidentiality Policy at all times and to comply with the Data Protection Act; Undertaking any other duty as requested by your supervisor / manager which is appropriate to the grade to ensure the smooth running of the department.

Manage PTLs in clinical urgency / chronological order new / follow up.

Ensure that PTL data for your speciality is kept as accurate as possible and that any incorrect data issues are amended or if required escalated to the appropriate team for amendment.

Including any nurse activity on the PTL is flagged regularly to service managers if there are concerns.


Training The post-holder is expected to: Undertake to attend relevant training courses (internal and external) and to participate in the Personal Development Process (PDP); Take responsibility for pursuing his/her own development in accordance with an agreed Personal Development Plan; Attend all mandatory training and update sessions including Manual Handling and Fire lecture. Communication The post-holder is expected to: Undertake to act in a professional and polite manner at all times, maintaining high levels of customer care; Liaise with other disciplines of staff and departments ensuring relevant information is communicated in a timely manner; Maintain good relationships, communicating with all disciplines within the Trust; Maintain good relationships and effective communication with patients, relatives and carers; Actively participate in the department and in other group meetings; Comply with Trust policy and management instructions with regard to Health & Safety and Fire prevention and in particular to avoid doing anything that endangers yourself and others. KNOWLEDGE AND SKILLS Excellent communication skills (written, verbal & telephone) to be able to communicate complex information Excellent interpersonal skills in order to liaise with clinicians, senior managers, and clerical staff Appreciate the needs of patients, carers and healthcare staff Able to react to unpredictable issues, re-prioritising own workload Excellent IT skills for regular use of computer systems Familiarity with waiting list administrative procedures and policy issues Knowledge of Patient Administration Systems and E-Referrals
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