Referrals & Enquiries Coordinator

Job description

Job responsibilities

Job Title:Referrals and Enquiries Coordinator

Responsible to: Patients Services Manager

Accountable to: Patient Services Manager

ABOUT THE HEALTHCARE MANAGEMENT TRUST

At the Healthcare Management Trust we are committed to delivering the highest quality healthcare and understand that our well-trained, passionate team of employees lie at the heart of delivering the service our patients and residents expect.

Our team of employees share our vision to provide world-class healthcare, and we continuously improve the skills within our workforce to ensure we maintain our position within the healthcare sector. We know our team have a wealth of knowledge and experience, and by working together we develop an exciting and innovative workplace.

JOB PURPOSE

To provide an efficient and effective service to all users ensuring that the requirements of patients, Consultants and staff are responded to in a professional manner.

PRINCIPLE DUTIES

KEY RESPONSIBILITIES:

Principal Duties

1. To offer an appointments service for patients requesting the e-Referrals service using the Compucare system, creating patient with in the system and ensuring all relevant x-rays and correspondence are available for the appointment.

2. To assist private patients with booking appointments and ensuring all information is up to date and correct on the patients record and ensuring we have correct insurance details if applicable.

3. To update the e-Referrals system on a daily basis, entering new appointments and downloading all correspondence on the system.

4. To update and maintain the database required CCG and the Department of Health.

5. To communicate and liaise with Consultants and other hospital departments regarding patient bookings and clinic/theatre/admission times and to co-ordinate any interprovider transfers as required.

6. To assist the team with publishing slots monthly on the e-Referrals system to maintain availability of slots for GP.

7. Monitor all email inboxes in the department and deal with the enquiries and requests promptly.

8. Answer the telephone to patients and deal with all enquiries and requests politely and professionally.

9. Identify low priority procedures where necessary. Monitor status.

10. To contact by telephone on a daily basis, all patients referred to the outpatient departments in order to arrange their Consultant, physiotherapy or nurse led appointments, ensuring that the first available appointments are booked at the patient's convenience.

11.Requesting copies of all x-rays or scans that have been carried out at other hospitals via the X-ray department.

12. To liaise with Consultants and their secretaries ensuring that all clinic changes have been amended on the computer system.

13. To rearrange clinic attendances as directed by Consultants, their secretaries or St Hugh's management.

14. Creating clinics on Compucare for Consultants and other healthcare professionals within the hospital.

15. Make Medico-legal appointments for Consultants as and when required.

16. To ensure a professional, neat and tidy appearance following guidelines laid down by the Hospitals uniform policy.

17. Complete all mandatory training as and when required on the online Hospital training system.

GENERAL

Equality & Diversity

Be aware of the need for personal development and be prepared to attend and undertake any necessary training, and strive to increase personal knowledge.

Information Governance

All staff have an individual responsibility of creating and maintaining accurate records of their work, and for making entries and managing all patient records effectively in line with the Hospitals legal, regulatory and accountability requirements.

Health & Safety

To take reasonable care to prevent injury to themselves or others who may be affected by their acts or omissions.

To co-operate fully in discharging HMT policies and procedures with regard to health and safety matters.

To immediately report to their manager any shortcomings in health and safety procedures and practice.

To report any accidents or dangerous incidents to their immediate manager and safety representative as early as possible and submit a completed accident / incident form.

To use protective clothing and equipment where provided.

Whilst the aim of the hospital is to promote a co-operative and constructive view of health and safety concerns in the organisation, all staff must be aware that a wilful or irresponsible disregard for safety matters may give rise to disciplinary proceedings.

Safeguarding

St Hughs Hospital is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff and volunteers to share this commitment.

CANDIDATE PROFILE

CRITERIA

ESSENTIAL

DESIRABLE

Knowledge

Understanding of general administration duties.

Practical understanding of administration processes and good IT skills

Forward thinking, innovative

Demonstrates strong organisational skills and abilities

Ability to work on own initiative but also as part of a team

Professional Approach

Flexible

Level 2 NVQ Certificate in Customer Service or Business Administration

Communication

Excellent communications skills, written and oral

Able to motivate and support others and encourage effective team working

Understands the importance of confidentiality and dealing with sensitive information

Knowledge of Compucare or similar Patient Administration System.

Experience

Customer Service Experience

Data Input

EMPLOYEE BENEFITS

BENEFITS: 27 Days plus 8 Statutory days holiday pro-rata, pension & healthcare. Pension option for Bank Staff also.

We are regularly review our employee benefits package, which includes our group personal pension plan, private medical cover and free car parking.

We encourage our employees to have a positive work-life balance and to consider HMT a great place to work.

NOTES

This is an outline job description setting out general responsibilities and tasks the post-holder may be required to undertake. It is not comprehensive and the post-holder may be required to carry out other duties and responsibilities from time to time as determined by HMT. The job description will also be subject to change in-line with the needs of the Home and the Organisation.

Staff will be expected to carry out their duties in line with their terms and conditions and contract of employment, the standards stated in the staff handbook and will be required to follow HMT policies and procedures and as stated in the NMC Code of Conduct 2015.

Staff have a contractual duty to ensure that mandatory training is current and will be expected to participate and undertaken further developmental training specific to their role.

Person Specification

Experience

Essential

• Customer Service Experience
• Data Input

Qualifications

Essential

• Understanding of general administration duties.
• Practical understanding of administration processes and good IT skills
• Forward thinking, innovative
• Demonstrates strong organisational skills and abilities
• Ability to work on own initiative but also as part of a team
• Professional Approach
• Flexible

Desirable

• Level 2 NVQ Certificate in Customer Service or Business Administration

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Healthcare Management Trust – St Hugh’s Hospital

Address

St. Hughs Hospital

Peaks Lane

Grimsby

DN32 9RP

Employer's website

https://hmtsthughs.org/ (Opens in a new tab)