The key responsibilities of this role are the effective and efficient management of specific departmental and patient administration systems, ensuring strict adherence and compliance to all Trust Policies and procedures.
Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.
Main duties of the job
Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints. Liaise with various departments and professionals within the hospital and outside agencies via verbal and written communication. Be a team member within the office and able to multi-skill within various areas. Work closely with other admin and clerical staff within the division. All staff may be required to cross-cover other aspects of the service, i.e. Colposcopy/Hysteroscopy, Ante-natal, etc. according to service need and as directed by the Team Leader and Service Line Manager. Detailed job description and main responsibilities
Receive referral letters from GPs via the consultants and organise priority of action. Consult General Practitioners if there are discrepancies in referral letters. Register new patients on iPMS (Information Patient Management System), ensuring double registration does not occur. Regularly use the electronic referral service (eRS) system to accept/redirect/reject appointments according to guidelines. Manage TAL reports received from Administration Manager and inform them of any problems or queries. Maintain outpatient waiting lists. Ensure that all referrals are put onto iPMS following the guidelines set out in the Trust's waiting list policy. Invite new patients in chronological order for clinical outpatient sessions in conjunction with clinician’s booking rules. Book follow-up appointments that have been requested by wards/medical secretaries using the follow-up waiting list. As required, telephone patients with urgent/last minute appointments. Receive and distribute mail accordingly. Take appropriate actions when clinic capacity alters, e.g. cancellations, over-bookings, etc. Notify appropriate outpatient staff of changes/cancellations to clinics. Follow procedures for: requesting case notes, organising contents of case notes, requesting/amending transport bookings, requesting and printing clinic attendance lists. Ensure all case notes arriving into and departing from the department are traced on iPMS. Reception for the outpatient clinics. Book follow-up appointments when instructed to do so by the consultant or place on follow-up waiting list. Assist the line manager in training other members of staff, as requested and able to cover opposing areas if requested by the line manager. Carry out any other clerical duties as determined by the Line manager. Work within the framework of the Trust's Waiting List Policy and AGN (Admin Guidance notes) notifying the line manager of relevant issues in a timely manner. Person specification
Knowledge
Good level of ability to use computerised systems. Demonstrable experience in working with the general public. Demonstrable experience in the use of Microsoft Office. Proven knowledge of Data Protection and GDPR. Proven knowledge of patient management systems. Demonstrable experience of using databases. Proven understanding of RTT management in line with Trust standards. Proven use of PTL management. Qualifications
Educated to NVQ Level 2 in Business Administration or equivalent standard of qualification/equivalent demonstrable experience. Attitudes and Attributes
Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels. Organisational skills. Ability to work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines. Able to work calmly and methodically in a busy environment. Willingness to undertake further training and development. Understanding the Trust’s waiting list policy within the workplace. Ability to work unsupervised. DISPOSITION / ATTITUDE / MOTIVATION
Enthusiastic and motivated. Adaptable and flexible. Proactive, takes own initiative. Excellent interpersonal skills. Can remain calm and professional in a busy environment. Willingness to learn and develop in a challenging environment. Other factors
Flexibility to cover colleagues during absences.
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Receive and deal with confidential telephone enquiries from patients. Be able to handle patient complaints. Liaise with various departments and professionals within the hospital and outside agencies via verbal and written communication. Be a team member within the office and able to multi-skill within various areas. Work closely with other admin and clerical staff within the division. All staff may be required to cross-cover other aspects of the service, i.e. Colposcopy/Hysteroscopy, Ante-natal, etc. according to service need and as directed by the Team Leader and Service Line Manager. Detailed job description and main responsibilities
Receive referral letters from GPs via the consultants and organise priority of action. Consult General Practitioners if there are discrepancies in referral letters. Register new patients on iPMS (Information Patient Management System), ensuring double registration does not occur. Regularly use the electronic referral service (eRS) system to accept/redirect/reject appointments according to guidelines. Manage TAL reports received from Administration Manager and inform them of any problems or queries. Maintain outpatient waiting lists. Ensure that all referrals are put onto iPMS following the guidelines set out in the Trust's waiting list policy. Invite new patients in chronological order for clinical outpatient sessions in conjunction with clinician’s booking rules. Book follow-up appointments that have been requested by wards/medical secretaries using the follow-up waiting list. As required, telephone patients with urgent/last minute appointments. Receive and distribute mail accordingly. Take appropriate actions when clinic capacity alters, e.g. cancellations, over-bookings, etc. Notify appropriate outpatient staff of changes/cancellations to clinics. Follow procedures for: requesting case notes, organising contents of case notes, requesting/amending transport bookings, requesting and printing clinic attendance lists. Ensure all case notes arriving into and departing from the department are traced on iPMS. Reception for the outpatient clinics. Book follow-up appointments when instructed to do so by the consultant or place on follow-up waiting list. Assist the line manager in training other members of staff, as requested and able to cover opposing areas if requested by the line manager. Carry out any other clerical duties as determined by the Line manager. Work within the framework of the Trust's Waiting List Policy and AGN (Admin Guidance notes) notifying the line manager of relevant issues in a timely manner. Person specification
Knowledge
Good level of ability to use computerised systems. Demonstrable experience in working with the general public. Demonstrable experience in the use of Microsoft Office. Proven knowledge of Data Protection and GDPR. Proven knowledge of patient management systems. Demonstrable experience of using databases. Proven understanding of RTT management in line with Trust standards. Proven use of PTL management. Qualifications
Educated to NVQ Level 2 in Business Administration or equivalent standard of qualification/equivalent demonstrable experience. Attitudes and Attributes
Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels. Organisational skills. Ability to work on own initiative but also as a member of a team demonstrating the ability to work unsupervised within stated guidelines. Able to work calmly and methodically in a busy environment. Willingness to undertake further training and development. Understanding the Trust’s waiting list policy within the workplace. Ability to work unsupervised. DISPOSITION / ATTITUDE / MOTIVATION
Enthusiastic and motivated. Adaptable and flexible. Proactive, takes own initiative. Excellent interpersonal skills. Can remain calm and professional in a busy environment. Willingness to learn and develop in a challenging environment. Other factors
Flexibility to cover colleagues during absences.
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