Job summary
The post holder will be the point of contact for all administrative issues relating to patients' pathway of care within paediatrics. The post holder will work as part of a multi-disciplinary administration team and will provide support from referral to discharge, ensuring the entire pathway is managed smoothly.
The post holder will ensure high levels of patient and clinician satisfaction by being an accessible, patient focused and knowledgeable point of contact. Delivering a consistent reliable friendly approach to all our patients and their relatives.
Occasionally support the outpatient area with basic reception duties when reception requires.
Main duties of the job
Handle all new patient referrals in line with Trust Access & Administration Process Policy and specialty Standard Operating Procedures (SOPs)Work as part of a small team to schedule new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups
Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested and that the results are available for consultations. This will include those that are carried out at other Trusts. Reschedule outpatient clinics as requested - to be done in line with waiting time targets
Use the Trust's medical transcription system and ensure that letters are processed in accordance with SOPs. Liaise with patient records staff, clinical colleagues, other admin teams and other organisations to ensure all medical notes, referral letters, results and discharge summaries are available for outpatient appointments and consultations
About us
Reading sits on the river Thames and is served by great road and rail links to London, Oxford and Southampton. With excellent leisure and shopping facilities, and a thriving cultural scene, Reading is a wonderful place to live, work and play and provides excellent facilities for families, including some of the best state and private schools in the UK.The CQC recently rated the care provided by the Royal Berkshire NHS Foundation Trust as Good.Our values: Compassionate, Aspirational, Resourceful, Excellent, reflect the type of Trust we aspire to be and you can join our dedicated and talented staff to make this happen.
Job description
Job responsibilities
As part of a dynamic and autonomous team the post holder would be handling all incoming telephone calls, managing referrals and scheduling new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups. Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested and that the results are available for consultations. This will include those that are carried out at other Trusts. Reschedule outpatient clinics as requested to be done in line with waiting time target
To understand referral to treatment (RTT) rules and use them to manage all outpatient and elective patient journeys. Liaise with internal and external colleagues to share patient pathway and diagnostic information. Monitor outpatient making best use of capacity, escalating issues and concerns to the departments Patient Pathway manager for additional support.Ensure Trust systems are updated with patient pathway status information and that data quality is maintained. Proactively support the management of the patient pathway to avoid breaches and take steps to resolve any issues, or escalate to PPC where necessary
Use Trust IT systems and speciality databases to ensure relevant and accurate information is recorded. Support the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriate. Cancellations communicate details to the clinician ensuring all information is available.
Handle post by following department processes put in place. Undertake general typing duties e.g. references and medical reports where required or other ad hoc clinical administration requirements.
To carry out duties consistent with the post as required by the Patient Pathway Manager/ Service Manager
Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate. Ensure interpreters are scheduled and available when required for patient consultations, using the existing systems for such requests. Inform transport department of patients who require transport following Trust protocols, when required
Send written confirmation of appointments and admissions to all patients
Job description
Job responsibilities
As part of a dynamic and autonomous team the post holder would be handling all incoming telephone calls, managing referrals and scheduling new and follow up appointments, ensuring that capacity is proactively and efficiently used. This includes booking patients into the right clinic to ensure that they are seen by the most appropriate clinician first time and for subsequent follow ups. Ensure that any diagnostics and investigations that are required as part of the patient pathway have been requested and that the results are available for consultations. This will include those that are carried out at other Trusts. Reschedule outpatient clinics as requested to be done in line with waiting time target
To understand referral to treatment (RTT) rules and use them to manage all outpatient and elective patient journeys. Liaise with internal and external colleagues to share patient pathway and diagnostic information. Monitor outpatient making best use of capacity, escalating issues and concerns to the departments Patient Pathway manager for additional support.Ensure Trust systems are updated with patient pathway status information and that data quality is maintained. Proactively support the management of the patient pathway to avoid breaches and take steps to resolve any issues, or escalate to PPC where necessary
Use Trust IT systems and speciality databases to ensure relevant and accurate information is recorded. Support the investigation of any patient DNAs, communicating the results to the consultants and Patient Pathway Coordinator as appropriate. Cancellations communicate details to the clinician ensuring all information is available.
Handle post by following department processes put in place. Undertake general typing duties e.g. references and medical reports where required or other ad hoc clinical administration requirements.
To carry out duties consistent with the post as required by the Patient Pathway Manager/ Service Manager
Demonstrate high levels of customer care and be an ambassador for customer care within the Trust
Promptly answer telephone enquiries, taking and relaying messages in polite, and helpful manner, taking action as appropriate. Ensure interpreters are scheduled and available when required for patient consultations, using the existing systems for such requests. Inform transport department of patients who require transport following Trust protocols, when required
Send written confirmation of appointments and admissions to all patients
Person Specification
Qualifications
Essential
- GCSE or Equivalent A-C grades (including English)
Desirable
- NHS administration course completion
Knowledge and Experience
Essential
- Experience in a customer care role with excellent communication skills
Desirable
- NHS administration experience in either patient facing or non-patient facing role
Person Specification
Qualifications
Essential
- GCSE or Equivalent A-C grades (including English)
Desirable
- NHS administration course completion
Knowledge and Experience
Essential
- Experience in a customer care role with excellent communication skills
Desirable
- NHS administration experience in either patient facing or non-patient facing role
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.
