Job summary
An opportunity has arisen for a Band 2 Registration and Appointment Booking Clerk, 37.5 hours per week (Monday to Friday) within the Patient Access Centre based at The Walton Neurology Centre.
The post holder will be responsible for providing a high-quality administrative service booking appointments, registering referrals, recording clinical outcomes and handling patients via phone ; please see job description for full details.
The successful candidate will need to have excellent communication skills including outstanding telephone manner and organisational skills and work well under pressured environment. They should poses excellent IT/Data input skills, be competent with keyboard skills and demonstrate an understanding of confidentiality.
Please ask the recruiting manager if you have any questions regarding this
Main duties of the job
- To provide an excellent customer service to patients, relatives, carers, colleagues and external organisations
- To provide booking and appointment services for Outpatient Departments and ensure compliance with waiting time targets and procedures
- To work in a centralised Patient Access Centre and provide cross-cover for other staff across the Centre to ensure a consistent and effective administration service is maintained at all times.
About us
The Walton Centre
NHS Foundation Trust is the only NHS trust to hold dual accreditation for the
Investors in People we invest in people and we invest in wellbeing
standards and has been awarded Gold status for both. The
Walton Centre is a leader in the treatment and care of neurology and
neurosurgery, placing the patient and their family at the heart of everything
we do. As the only specialist hospital trust in the UK dedicated to providing
comprehensive neurology, neurosurgery, spinal and pain management services we
are proud to be rated as an Outstanding Trust by the Care Quality Commission
(CQC), and champion change throughout the field of neuroscience. Originally
formed in 1992, the Trust received Foundation Trust status in 2009.
With
around 1,450 staff, The Walton Centre treats more than 127,000 outpatients and
18,000 inpatients each year. We have leading specialists and incredibly
dedicated staff delivering excellent clinical outcomes for brain, spinal and
neurological care nationally and internationally. Teams across our site in
Fazakerley, Liverpool, offer a world-class service in diagnosing and treating
injuries and illnesses affecting the brain, spine and peripheral nerves and
muscles, and in supporting people suffering from a wide range of long-term
neurological conditions.
Job description
Job responsibilities
Role summary
- To provide an excellent customer service to patients, relatives, carers, colleagues and external organisations
- To provide booking and appointment services for Outpatient Departments and ensure compliance with waiting time targets and procedures
- To work in a centralised Patient Access Centre and provide cross-cover for other staff across the Centre to ensure a consistent and effective administration service is maintained at all times
Key responsibilities
- Ensure adherence to the Patient Access Centre Standard Operating Procedures at all
- Participate in departmental shift patterns as required by the service and its patients, which include both early and late shifts
- Provide cross-cover for other staff across the centre to ensure a consistent and effective service is maintained at all times
- Register referrals and process via the WCFT Electronic Referral Management Standing Operating procedure including the NHS e-Referral Service.
- Register new patients onto the Patient Administration System accurately ensuring all RTT IPTAMDS information Is accurately recorded .
- Ensure patient details are obtained and recorded including mobile phone numbers and ethnic origin.
- Actioning rejected referrals ensuring that they are closed on the PAS system and returned to the referrer with the relevant advice or standard rejection letters, this includes requesting sspecific information as detailed by the triaging consultant
- Where IPTAMDS is not provided, contact referrer to obtain and record.
- Courteous and efficiently receive all telephone enquiries from patients, carers and external agencies in relation to hospital appointments, admissions and general enquires, ensuring that accurate records, both manual and electronic are maintained and any appropriate action is taken in a timely manor
- Arrange Outpatient appointments as required, taking into account the direct & Partial booking systems used which also includes cancelling and changing of appointments as necessary
- Ensure patient is communicated with effectively in relation to their appointment via phone or letter
- Action the trusts text messaging system ensuring that replies from patients are responded to in a timely manner.
- Ensure appointments are managed as per the Patient Access Policy
- Ensure that information received into the department is recorded accurately onto the appropriate system.
- Ensure all outcomes following patient attendance is captured and entered correctly
- Where necessary chase missing outcome forms with staff and clinicians. Escalate any issues to PAC Manager.
- Ensure all satellite ward referrals are registered onto the PAS system and follow up appointments arranged where requested.
- Support Appointment Waiting list coordinator, Supervisor and Management in service delivery.
- Work closely with and maintain excellent communication channels with both clinical and administrative Divisional staff.
- Arrange transport or translator if appropriate
- Ensure that patient risks or additional requirements are recoded onto the PAS system in line with Accessible Information Requirements. For example, visual or hearing impairments.
- As requested ensure all relevant patients scans and diagnostic results are available for clinics
- Assisting clinicians by sending any missing referrals to them on the day of clinic.
- Participate in the induction of new members of staff, sharing knowledge and expertise of the processes used.
- To be open to future changes involving the booking of appointments and to attend training when necessary.
- To participate in administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning.
- Responding to email queries sent to the generic PAC mail boxes.
Job description
Job responsibilities
Role summary
- To provide an excellent customer service to patients, relatives, carers, colleagues and external organisations
- To provide booking and appointment services for Outpatient Departments and ensure compliance with waiting time targets and procedures
- To work in a centralised Patient Access Centre and provide cross-cover for other staff across the Centre to ensure a consistent and effective administration service is maintained at all times
Key responsibilities
- Ensure adherence to the Patient Access Centre Standard Operating Procedures at all
- Participate in departmental shift patterns as required by the service and its patients, which include both early and late shifts
- Provide cross-cover for other staff across the centre to ensure a consistent and effective service is maintained at all times
- Register referrals and process via the WCFT Electronic Referral Management Standing Operating procedure including the NHS e-Referral Service.
- Register new patients onto the Patient Administration System accurately ensuring all RTT IPTAMDS information Is accurately recorded .
- Ensure patient details are obtained and recorded including mobile phone numbers and ethnic origin.
- Actioning rejected referrals ensuring that they are closed on the PAS system and returned to the referrer with the relevant advice or standard rejection letters, this includes requesting sspecific information as detailed by the triaging consultant
- Where IPTAMDS is not provided, contact referrer to obtain and record.
- Courteous and efficiently receive all telephone enquiries from patients, carers and external agencies in relation to hospital appointments, admissions and general enquires, ensuring that accurate records, both manual and electronic are maintained and any appropriate action is taken in a timely manor
- Arrange Outpatient appointments as required, taking into account the direct & Partial booking systems used which also includes cancelling and changing of appointments as necessary
- Ensure patient is communicated with effectively in relation to their appointment via phone or letter
- Action the trusts text messaging system ensuring that replies from patients are responded to in a timely manner.
- Ensure appointments are managed as per the Patient Access Policy
- Ensure that information received into the department is recorded accurately onto the appropriate system.
- Ensure all outcomes following patient attendance is captured and entered correctly
- Where necessary chase missing outcome forms with staff and clinicians. Escalate any issues to PAC Manager.
- Ensure all satellite ward referrals are registered onto the PAS system and follow up appointments arranged where requested.
- Support Appointment Waiting list coordinator, Supervisor and Management in service delivery.
- Work closely with and maintain excellent communication channels with both clinical and administrative Divisional staff.
- Arrange transport or translator if appropriate
- Ensure that patient risks or additional requirements are recoded onto the PAS system in line with Accessible Information Requirements. For example, visual or hearing impairments.
- As requested ensure all relevant patients scans and diagnostic results are available for clinics
- Assisting clinicians by sending any missing referrals to them on the day of clinic.
- Participate in the induction of new members of staff, sharing knowledge and expertise of the processes used.
- To be open to future changes involving the booking of appointments and to attend training when necessary.
- To participate in administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning.
- Responding to email queries sent to the generic PAC mail boxes.
Person Specification
Experience
Essential
- Experience of accurate and timely data entry
- Experience of using general office computer programs
- Experience of working in a team
- Good communication skills
- Ability to work using own initiative
- Reliable and committed
- Professional approach to work and colleagues
- Able to develop good working relationships
- Ability to maintain confidentiality.
Desirable
- Previous experience working in a hospital environment.
Qualifications
Essential
- Educated to GCSE level or equivalent.
Desirable
- ECDL or equivalent experience.
Person Specification
Experience
Essential
- Experience of accurate and timely data entry
- Experience of using general office computer programs
- Experience of working in a team
- Good communication skills
- Ability to work using own initiative
- Reliable and committed
- Professional approach to work and colleagues
- Able to develop good working relationships
- Ability to maintain confidentiality.
Desirable
- Previous experience working in a hospital environment.
Qualifications
Essential
- Educated to GCSE level or equivalent.
Desirable
- ECDL or equivalent experience.
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
