Outpatients Administrator - Reading, United Kingdom - Royal Berkshire NHS Foundation Trust

Description

Job summary

This is an exciting opportunity to join our Reception teams within the Cardiology & Respiratory Departments. The current opportunity is for a substantive part time position on a fixed term for 12 months. As an Outpatient administrator at the Royal Berkshire NHS Foundation Trust (RBFT), who provides a first class, efficient, pro-active and patient focused service.

We are looking for an enthusiastic, highly motivated and organised individual to provide outstanding service to all who visit the departments, as well as admin support to the Cardiology and Respiratory teams, in the delivery of a patient focused service. You will need to be confident working within a team in a fast paced environment and have excellent IT skills, be comfortable communicating with patients and colleagues at all levels and work quickly and accurately under pressure.

You will be responsible and accountable for consistently and accurately carrying out your duties as well as the provision of a high quality and efficient service, providing this in a confident and courteous way to service users.

This post requires previous experience of delivering high levels of customer/patient service, working within an administrative environment, preferable experience within the NHS but not essential, using multiple computer systems and managing data (electronic and paper based). Full compliance with local procedures, deadlines and best practice will be a key part of the role.

Main duties of the job

As the first and last point of contact with the hospital, special attention should be given at all times to ensure a positive patient experience by providing a welcoming, helpful and supportive reception service.

To meet and greet patients, carers and visitors at reception desks in line with the Trust procedures and ensure high levels of patient and clinician satisfaction by being an accessible, customer focused and a knowledgeable point of contact providing clinic details and non-clinical information to patients.

To maintain and update the Electronic patient records (EPR) following training using the training manual and procedures supplied.

To understand the complete range of administration functions, responsibilities and duties both routine and non-routine to contribute to the effective delivery of patient care, through knowledge of hospital systems and consultant practice.

The post holder will be responsible for accurately collecting demographic and personal details to ensure the Trust captures essential income. To provide a consistent approach across the Trust, Standard Operating Procedures (SOPs) will describe how the functions of the role will be carried out, along with the timescales to which are to be adhered.

The post holder will be required to work with minimal supervision and have the ability to work under pressure, and be able to exercise sound judgement and decision making skills whilst working as part of a multi-disciplinary team or under own initiative.

About us

The job holder will display the agreed behaviours of theDirectorate and the Trust as encapsulated by the performance management and personal development documentation, and in particular, the Trust expects all staff to comply with all relevant policies and codes of conduct and to display the values of the key purpose of this role is to deliver a 'world class' service to the Trust and the job holder will be expected to deliver this level of service through personal conduct, personal responsibility andthe following key characteristics.

Job responsibilities

Principle responsibilities:

This position is centred around reception duties, and you will need to:

1. Act as the first point of contact with the Department; to promote a business-like, but friendly and supportive role to all visitors, patients and colleagues attending the department.

2. Process and log all referrals, inclusive of internal and e-referrals, in line with Trust Access & Administration Process Policy and specialty Standard Operating Procedures (SOPs).

3. Preparation of referrals prior to outpatient appointments and ensuring that referral letters are available for the clinical teams, ensuring that the results are available prior to consultations. This will include those that are carried out at other Trusts.

4. Liaise with patient records staff, clinical colleagues, admin teams and other organisations to ensure all medical notes/electronic records are up to date and prepped for clinical consultations.

5. To receive phone calls to the department; to take initial action; to liaise with other staff within the Department and Trust as appropriate.

6. To identify and obtain medical records and/or test results, as appropriate, for patients attending the various clinics, to liaise with other departments and other hospitals to facilitate this.

7. To check patients in using the Trust IT system and confirm that contact details are correct and up to date.

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8. Schedule new and follow up appointments, ensuring that capacity is proactively and efficiently used.

This includes booking patients into the right clinic to ensure they are seen by the most appropriate clinician first time and for subsequent follow-ups.

9. Responsible for keeping the work environment safe and organized.

10. Contacting transport for patients where required.

11. To work within multiple departments/clinics as requested by the Operational Manager, flexibility to ensure appropriate cover is available within departmental hours.

12. Reschedule outpatient clinics as requested to be done in line with waiting time targets.

13. Assisting with the administrative running of the department and other general clerical tasks as required.

14. Ensure stock and office supplies/stationary are readily available, signing for orders when delivered within the department and ensuring they are received by the correct member of staff.

15. Providing support and training of new staff in accordance to Trust and departmental policies and procedures.

16. Able to undertake admin/computer based duties for long periods of time and managing interruptions in an effective and efficient manner to ensure high levels of concentration.

17. To use own initiative when requested by line manager in the management of work processes.

18. Be responsible for management of own workload.

Pathway Tracking

19. To understand 18weeks referral to treatment (RTT) rules and use them to manage all outpatient and elective patient journeys.

20. Support the identification and escalation of any issues to the PPC which compromises delivery of the 18-Week RTT pathway, lack of capacity either in outpatients or theatres.

21. Liaise with internal and external colleagues to share patient pathway and diagnostic information.

22. Assist with the management and monitoring of outpatient schedules utilising the available capacity to ensure we meet demand.

23. Ensure Trust systems are updated with patient pathway status information and that data quality is maintained.

24. Proactively support the management of the patient pathway to avoid breaches and take steps to resolve any issues, or escalate where necessary.

Inpatient Pathway (Speciality Specific)

25. Ensure that Trust agreed standard of service is delivered to patients requiring elective admission to speciality.

26. Ensure details of patients to be admitted are entered onto EPR, recording accurate information.

27. Ensure that appropriate tests and investigations are arranged and completed, with results available before procedure/appointment.

28. Liaise with theatres to ensure that specialist equipment is available where needed and that theatre slots are utilised appropriately.

29. Ensure ward, surgery areas and clinical teams are aware of patients who have been booked in for surgery and any special requirements for the admission

30. In line with departmental protocols, communicate basic clinical information to patients relating to their procedures and treatments, ensuring appropriate distribution of patient information.

Communications/Customer service

31. Demonstrate high levels of customer care and be an ambassador for customer care within the Trust.

32. To be the friendly, sensitive and accessible focus for patient and carer communication, ensuring that all patients have the opportunity to agree their appointment and admission dates.

33. Exercise judgement when managing patient/relative complaints aiming to resolve concerns and find appropriate solutions within capabilities and escalate to management when needed.

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34. Being able to demonstrate compassion and understanding whilst remaining professional when dealing with sensitive, emotional or distressed patients/circumstances.

35. Be part of the communication hub for clinical team, other PPCs, GPs, patients and their relatives, as well as internal and external organisations.

36. Promptly answer telephone enquiries, taking and relaying messages in polite and helpful manner, taking action as appropriate.

37. Ensure interpreting equipment/services are available when required for patient consultations.

38. Inform transport department of patients who are awaiting transport following Trust protocols.

39. Send written confirmation of appointments and admissions to all patients.

40. Support the team in producing timely written and verbal communications with patients, clinicians, nursing staff and management.

41. Ensure that all information distributed to patients is accurate and up-to-date.

Health Records Security & Management

42. When needed, ensure that Health Records movements are tracked at all times, and that annotations are made on EPR where applicable, to enable full traceability and availability.

43. All Health Records are stored and processed in accordance with Trust guidelines and meets Information Governance standards.

44. Request Health Records as required by members of the team via EPR.

45. For non-clinical requirements, retrieve Health Records from the Trust (Other than the Health Records Library, and satellite offices where the Health Records Department will manage this process for you).

46. Ensure that all medical/clinical notes and correspondence are uploaded and accurately recorded within the patients electronic medical record and where necessary, merge and file within the paper record before forwarding to the next area, or returning to the Health Records Library.

47. Provide full support to other members of staff in locating Health Records.

Education and Training/Self-Development

48. Develop skills within the role to facilitate better working practices and advanced role based skills.

49. Identify own training and development needs and undertake appropriate training/education as required.

50. Participate in an annual individual performance review process where objectives will be agreed, performance monitored and personal development needs discussed.

51. Partake in staff surveys and audits where necessary.

52. To attend statutory and mandatory training as and when required to do so.

53. Act responsibly in respect of colleagues and patients health, safety and welfare following safe work practices and complying with the Trusts Health and Safety Policies.

Skills, Knowledge, Ability

Essential

Desirable

Previous experience

Essential

Desirable

Education

Essential

Physical requirements

Essential