Outpatient Receptionist Support Clerk - Patient Access

South Warwickshire University NHS Foundation Trust

This job is now closed

Job summary

Patient Access Services is a busy and diverse area that books outpatient and inpatient appointments/operations for patients and we are looking for people who are interested in this fixed term role.

The post holders' main focus will be to work within the Referrals team to deal with telephone calls from patients and to book patient appointments and manager their referrals.

Applicants will need to be a good team player as well as able to work independently. They will need to be flexible, and able to use their own initiative working proactively with colleagues to ensure waiting time targets are achieved. The post holder will be responsible for prioritising own workload and ensuring data quality and customer service are met to high quality standards.

Main duties of the job

To carry out clerical duties in all aspects of the computerised Health Records Service within the Warwick and Stratford Outpatient Departments giving support to patients, medical staff and the management process, maintaining an effective customer focused service.

About us

Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Date posted

13 October 2023

Pay scheme

Agenda for change

Band

Band 2

Salary

£22,383 a year pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

203-EL540

Job locations

Patient Access, Warwick Hospital

Lakin Road

Warwick

CV34 5BW

Job description

Job responsibilities

Booking

Support the Booking Co-ordinators in contacting patients to attend appointments at short notice or when their appointments have to be cancelled or rescheduled if required.

Accurately add patients to the appropriate inpatient or outpatient waiting list including processing inpatient booking forms and clinic outcome forms.

To book appointments and print off and send letters to patients i.e. confirmation letters, reschedule letters, did not attend letters as required.

Be aware of a patients 18 week pathway and the impact this will have when cancelling or rescheduling an appointment and ensuring the patient is informed.

Call Handling

Answer telephone in an efficient, prompt and polite manner.

Make appointment bookings using PAS and the Choose & Book application of all New and Follow-up appointments within set guidelines.

Contact patients to attend appointments at short notice or when their appointments have to be cancelled.

Deal with queries and liaise with the Dedicated Clerks and all grades of staff in relation to appointment queries or slot capacity issues and transfer callers to relevant extensions where necessary.

Liaise with reception staff, notifying them of patient cancellations on the day of clinic.

Arrange transport/Interpreters for follow-up appointments where necessary.

Keep documentation up to date including clinic codes.

Registration

Process Referrals and all aspects therein. Input referral data onto the PAS system/referral database as required incorporating RTT status.

Open and stamp post, check emails and distribute accordingly.

Print the e-Referrals Service referral letters.

Scan referral letters onto the relevant database.

Cancer Services

To process 2 week referrals for set specialties.

Contact patients to attend appointments at short notice or when their appointments have to be cancelled.

Scan referrals onto the relevant database.

Alert line manager/AGMs if no capacity to book within 2 week guidelines.

Input data into the Cancer Database.

Run and check reports as and when required.

Reception

View the Clinics prior to starting, make a note of any changes and pass this information to the nursing staff.

Check which waiting areas are designated for each clinic in the session.

Register patients onto the computer system, check their details and make any amendments as necessary i.e.: addresses, ethnic codes, telephone numbers etc. Print new labels for patient case notes with these updated details.

Relay to the patients on arrival details of any clinic delays and direct the patients to the appropriate designated waiting area.

Book follow-up appointments for patients and complete transport request forms as appropriate.

Outcome all clinic lists ensuring all data is recorded correctly i.e.: future appointments/codes and enter ad-hoc appointments onto database.

Find and enter necessary information for Missing Data and the Un-Outcomed report.

Take any outstanding appointment requests that require force booking to the Outpatient Booking Centre.

Locate Inpatients for Visitors and direct Patients & Visitors to other Hospital areas.

Establish new system procedures as required.

Participate in audits.

To perform any other duties commensurate with the grade, as directed by the Team Leader or Assistant Manager Outpatients.

Liaise directly with other unit departments to give or obtain information, including the reporting of maintenance or supply problems.