Patient Experience Clerk - Swindon, United Kingdom - Great Western Hospitals NHS Foundation Trust

Great Western Hospitals NHS Foundation Trust

Verified Company

Swindon, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

An exciting opportunity has arisen in Outpatients to support develop and maintain an effective, friendly and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources.

Working closely with the Outpatient Management team, continually improve service delivery liaising with key stakeholders through effective staff and process management and control.

You will lead on the day to day running of your assigned unit, supporting the Operational Lead to delivery key performance indicators and service developments.

In liaison with the Administration Lead, responsible for ensuring the appropriateness of the services and that the performance management requirements of the Trust are met.

In particular Patient Experience, financial expenditure targets, cost control, quality and activity targets.

And to be an advocate of Patient Experience across Outpatients departments, delivering the highest quality service to every patient and by putting the patient at the heart of everything we do.

Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment.

Responsible for the standard and quality of the Outpatient Administration,requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.

Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trust's Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.

Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trust's Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.

Manage follow up patient wait list for service by validating the "Validation tool" completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame.

Liaise with nursing teams to ensure on the day delays are accurately and efficiently communicated to patients in department.

We will expect your values and behaviours to reflect the STAR Values of the organisation:
Service

We will put our patients first

Teamwork

We will work together

Ambition

We will aspire to provide the best service

Respect

We will act with integrity

Responsible for induction, training and development of all administration staff, identifying training needs and developing plans to ensure staff knowledge and skills remain at the appropriate level to deliver the expected standards for their roles.

Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with a smile at all times.

Operationally responsible for day to day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.

Ensure all patients attending clinic have a completed outcome entered in CareFlow, Partial or manual.

In conjunction with the Administration Lead, responsible for ensuring staff performance is maximised by working on innovations, efficiency savings and service changes.

Developing team morale and motivation through effective communicated both up and down the management structure.

Maintaining accurate records of administration staff for annual leave, sickness, one to one meetings, appraisals and mandatory training.

Representing Outpatient Services by providing a high quality Patient Experience for patients attending Outpatient areas at all times at all points of contact, acting as first point of contact for any enquiries from patients, staff, service users and any external agencies such as GPs or residential homes.

Assisting with implementation of service redesign and change management, focusing on a patient centred approach to delivery, liaising with the Administration Lead and Clinical Services Manager to support and contribute to improving and developing Outpatient Services.

Assisting with workforce reviews and implementing plans to reflect changes in short and long term service needs.

Responsible for establishing and maintaining excellent communication with key working partners across departments and divisions. Ensuring that their needs and views are taken into account in the planning and monitoring of department's activities.

Responsible for policy implementati