2WW Booking Co-Ordinator

Job description

Job responsibilities

Key Responsibilities

Negotiate patient appointments to attend for Outpatients, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.

Ensure all relevant patient information is recorded on the Trusts PAS system and updated accordingly, including early offers of operation date.

To be the point of contact in the Trust for booked admission enquiries from patients.

Work flexibly and provide cross cover for colleagues in the Department.

Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.

Two Week Wait Referrals

Responsible for Two Week Wait Cancer referrals, via ERS,

To receive referrals via ERS and process immediately, as all patients are to be seen within two weeks in line with national guidance.

To input referrals onto the hospital system within 24 hours, add waiting lists and make appointments within the set timescales.

To liaise with patients with regards to their appointment in keeping with the data protection/confidential policy, being sensitive at all times whilst giving information/ instructions over the telephone to patients.

To input all patients onto the two week cancer database daily, ensuring that all details are correct and that this dealt with in a timely manner.

To run the two week wait report daily to check that all patients have received an appointment and that patients have been entered onto the cancer database.

To deal with all two week wait queries, in person or via the telephone and to divert inappropriate calls.

eRs (Choose and Book)

To support the monitoring of the appointment slot issue work list daily, booking appointments where possible.

To accept or reject all ERS referrals, highlighting any that are to be rejected to the Assistant Manager.

To support the monitoring of the displaced and rejected cancellation work lists daily.

To support with ERS queries from staff within the Trust and GP practices.

Clinic Management

Effectively managing 2week Wait/Outpatient waiting lists ensuring patients are seen within their allocated timescale and adhering to Cancer and Referral to Treatment targets.

Monitoring 2ww clinic slots and ensuring clinics are filled effectively and efficiently. Highlighting any capacity issues to the relevant General Manager and any daily any two week wait breaches and the need for extra capacity to ensure that patients are seen within their two week target.

Liaise with Consultants, General Managers and secretaries regarding any changes that may be necessary to ensure smooth running and efficiency of the clinics.

Undertake changes of clinic templates including the building and rescheduling of outpatient clinics.

Ensuring accurate data on clinic codes are kept.

Support patients through booking of interpreters and arrange transport for patients.

Communication

Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.

To liaise with the booking clerks for extra slots where necessary.

To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the Consultant or lead nurse if required.

Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.

Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.

Liaise with reception staff regarding last minute clinics and follow up appointments.

Service Improvement/ Team Development

Be involved in the development & revision of protocols & processes as required.

To participate in the training and induction of new starters and work experience.

Data Quality

Ensure any data entries are accurate and good record keeping is maintained at all times.

Ensure waiting lists are regularly validated to ensure accurate.

Monitor patient pathways to ensure patients dont breach their 18 week pathways.

Person Specification

Qualifications

Essential

• Good general education
• NVQ level 3 Customer Service/ Administration
• IT qualification i.e. RSA, NVQ, ECDL

Experience

Essential

• Previous customer service experience
• Previous clerical experience

Desirable

• Previous Healthcare/NHS experience

Skills

Essential

• Articulate and able to communicate clearly: verbally and written
• Good interpersonal skills - able to work as a team
• Able to use initiative and show practical skills and dexterity
• Competent to communicate with all grades of staff and public
• Knowledge and use of Outlook, Excel and Word
• Ability and experience in managing own workload
• Demonstrates initiative and use of innovative and lateral thinking in problem solving
• Good analytical skills to ensure good knowledge and experience in balancing theatre lists/clinic mix

Desirable

• Knowledge of Patient Administration System
• Good understanding of clinical procedures in order to manage waiting list
• Knowledge of Medical terminology.

Personal Qualities

Essential

• Responsible and reliable
• Able to use own initiative
• Able to work effectively as a team member
• Recognises own limitations
• Professional manner
• Adhere to patient confidentiality
• Able to work under pressure and meet deadlines

Desirable

• Able to implement new ideas to benefit patients, staff and working environment

Other Job Requirements

Essential

• Keen to develop personal skills
• Demonstrate ability to work flexibly and ability to multi task

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.

Certificate of Sponsorship

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).

Employer details

Employer name

South Warwickshire University NHS Foundation Trust

Address

Building 3 Saltisford Office Park

Ansell Way

Warwick

CV34 4UL

Employer's website

https://www.swft.nhs.uk/ (Opens in a new tab)