Job summary
An exciting opportunity has arisen for a Receptionist & Physiotherapy Appointment Co-ordinator to join our Physiotherapy team at Worcestershire Royal Hospital.
This is a part time (18.75 hours per week) permanent position to be worked Wednesday to Friday.
The successful candidate will undertake all aspects of the clerical outpatient physiotherapy workload from receipt of referral to discharge.
Working at the reception desk, you will often be the first point of contact, and as such, you will have to be able to efficiently and courteously deal with patient inquiries in person, via telephone, and via email.
The department receives a high volume of referrals that require timely registration and action. Those patients deemed to have an urgent need for physiotherapy will require an appointment as soon as possible.
There will also be a requirement for the successful candidate to monitor and maintain the physiotherapist appointment diaries. This will require you to regularly review capacity and highlight any problems to the Team lead so that they can be addressed in a timely manner.
There will be a requirement to supervise more junior members of the admin team; this will include day-to-day line management and being actively involved in their training and annual personal development reviews.
UK Visa and Immigration Sponsorship: Please note that we do not offer UKVI sponsorship for these posts, and so all applicants require a current right to work in the UK.
Main duties of the job
Main duties
To act as receptionist and appointments co-ordinator for the outpatient Physiotherapy Department, providing supervision of more junior staff eg. apprentices & band 2s
To efficiently and courteously deal with all patient enquiries, meeting, greeting and directing patients as appropriate
To maintain, monitor and amend physiotherapy appointment diaries as directed by the clinical leads
Ensuring the efficient day to day administration of the front desk
To efficiently handle, register and file referrals received by the department.
To ensure all personal and confidential data is handled and stored in line with local and national data protection standards
To monitor appointment availability and the waiting list to ensure clinical time is utilised efficiently and that patients are appointed within a timely manner
To ensure local admin and clerical processes are in line with those in use at the Trusts other physiotherapy departments.
About us
Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Our objectives are simple:
- Best services for local people
- Best experience of care and best outcomes for our patients
- Best use of resources
- Best people
Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
Job description
Job responsibilities
Please see the attached Job Description document for full job details.
Key Duties:
1. To manage the day to day running of the reception at Physiotherapy, WHAT working with other reception staff and the Physiotherapy team.
2. To meet, greet and direct all patients and visitors to the Department.
3. To deal with the day to day incoming referrals. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected.
4. To ensure that referrals are added to the appropriate outpatient physiotherapy waiting list by speciality for clinical staff to prioritise them within the agreed timescales.
5. To ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy.
6. To ensure that all patients receive the correct instructions and correspondence related to their Physiotherapy Appointment. To work with the team lead / clinical lead in required changes to letter templates.
7. To ensure physiotherapists dairies are outcomed at the end of each day.
8. To ensure that all inter-provider transfers are completed electronically to the named nhs.net account within 48 hours of the decision to refer.
9. To cancel and reschedule patients or whole clinics in the event of sickness / unforeseen circumstances requiring last minute changes
10. To regularly review the physiotherapy waiting list to ensure that it is accurate and up to date, identifying any potential 18 week clock breaches, incorrect clock data and ratify the non-outcomed appointments on a weekly basis informing the appropriate Team Leader of any issues.
11. To regularly review the physiotherapy waiting list to update the appropriate Team Leaders in Outpatients, Pelvic Health, Neurology and Respiratory with regards the waiting times for treatment.
12. To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient physiotherapy service.
13. To receive patients at clinic reception, checking details and booking onto the patient administration system. Booking patients out of clinic and/or making follow up appointments as directed by the physiotherapists.
14. To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g. trust text message system
15. To maintain an accurate filing system for patient records to facilitate retrieval as necessary.
16. To manage telephone enquiries from patients, relatives, Medical Practitioners and Consultants ensuring that the appropriate action is taken including messages for physiotherapy staff.
17. To telephone patients, sometimes at short notice, to offer them appointments or reschedule appointments.
18 To ensure that letter, telephone and face to face communication with patients, colleagues and managers is professional, timely in line with health records policies and procedures.
19. To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed to the appropriate team leader.
20. To issue and file current treatment cards each day dealing with the DNAs, PIFUs and cancellations appropriately.
21. To monitor all outpatient clinics to ensure that all clinic slots are utilized to the maximum and where necessary fill any vacant slots and also to prevent overbooking of clinics.
22. To alert appropriate individual to order stock.
23. To supervise and develop junior administrative staff.
24. To liaise with colleagues to ensure that there is adequate cover during holiday periods and where possible sickness.
25. To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Health Records, confidentiality and information security.
26. To participate in yearly appraisal.
27. To make notes available to the legal department as required.
28. To report any maintenance problems to appropriate agencies.
29. To do other clerical duties to facilitate the smooth running of the outpatient department eg maintenance of equipment loan records.
30. To ensure that general administrative work associated with referrals, appointments and waiting lists is undertaken according to the expected medical records standards.
32. Due to the shared nature of the department, welcome and redirect patients attending other clinics.
33. To complete microsession changes on PAS as required
34. To carry out any other duties, within the grade, as requested by other members of your team, Team Leaders, or Physiotherapy Manager.
Job description
Job responsibilities
Please see the attached Job Description document for full job details.
Key Duties:
1. To manage the day to day running of the reception at Physiotherapy, WHAT working with other reception staff and the Physiotherapy team.
2. To meet, greet and direct all patients and visitors to the Department.
3. To deal with the day to day incoming referrals. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected.
4. To ensure that referrals are added to the appropriate outpatient physiotherapy waiting list by speciality for clinical staff to prioritise them within the agreed timescales.
5. To ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy.
6. To ensure that all patients receive the correct instructions and correspondence related to their Physiotherapy Appointment. To work with the team lead / clinical lead in required changes to letter templates.
7. To ensure physiotherapists dairies are outcomed at the end of each day.
8. To ensure that all inter-provider transfers are completed electronically to the named nhs.net account within 48 hours of the decision to refer.
9. To cancel and reschedule patients or whole clinics in the event of sickness / unforeseen circumstances requiring last minute changes
10. To regularly review the physiotherapy waiting list to ensure that it is accurate and up to date, identifying any potential 18 week clock breaches, incorrect clock data and ratify the non-outcomed appointments on a weekly basis informing the appropriate Team Leader of any issues.
11. To regularly review the physiotherapy waiting list to update the appropriate Team Leaders in Outpatients, Pelvic Health, Neurology and Respiratory with regards the waiting times for treatment.
12. To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient physiotherapy service.
13. To receive patients at clinic reception, checking details and booking onto the patient administration system. Booking patients out of clinic and/or making follow up appointments as directed by the physiotherapists.
14. To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g. trust text message system
15. To maintain an accurate filing system for patient records to facilitate retrieval as necessary.
16. To manage telephone enquiries from patients, relatives, Medical Practitioners and Consultants ensuring that the appropriate action is taken including messages for physiotherapy staff.
17. To telephone patients, sometimes at short notice, to offer them appointments or reschedule appointments.
18 To ensure that letter, telephone and face to face communication with patients, colleagues and managers is professional, timely in line with health records policies and procedures.
19. To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed to the appropriate team leader.
20. To issue and file current treatment cards each day dealing with the DNAs, PIFUs and cancellations appropriately.
21. To monitor all outpatient clinics to ensure that all clinic slots are utilized to the maximum and where necessary fill any vacant slots and also to prevent overbooking of clinics.
22. To alert appropriate individual to order stock.
23. To supervise and develop junior administrative staff.
24. To liaise with colleagues to ensure that there is adequate cover during holiday periods and where possible sickness.
25. To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Health Records, confidentiality and information security.
26. To participate in yearly appraisal.
27. To make notes available to the legal department as required.
28. To report any maintenance problems to appropriate agencies.
29. To do other clerical duties to facilitate the smooth running of the outpatient department eg maintenance of equipment loan records.
30. To ensure that general administrative work associated with referrals, appointments and waiting lists is undertaken according to the expected medical records standards.
32. Due to the shared nature of the department, welcome and redirect patients attending other clinics.
33. To complete microsession changes on PAS as required
34. To carry out any other duties, within the grade, as requested by other members of your team, Team Leaders, or Physiotherapy Manager.
Person Specification
Personal Qualities
Essential
- Ability to work in busy environment.
- To be adaptable and work well under pressure.
- To have a good telephone manner.
- Able to work effectively as part of a team.
- To be able to establish a good rapport with colleagues and
- patients.
- To have a flexible approach to working pattern and duties.
- To possess good communication skills -verbal and written.
Other Job Requirements
Essential
- Ability to undertake the manual handling aspects of the role on a daily basis.
- Willing to undertake in-house courses.
- Awareness of Confidentiality and Information Governance.
- Able to work hours/days required.
Qualifications
Essential
- GCSEs, grade C or above or equivalent in Maths and English.
- RSA II or equivalent qualification or experience.
Desirable
- Formal customer care training or equivalent qualification or experience
Experience
Essential
- Evidence of previous clerical experience.
- Good typing/word processing Familiar with Windows packages.
- Experience of manual and computerised filing systems.
- Good working knowledge of computerised systems.
Desirable
- Reception experience.
- Experience of using Sunrise PAS or other hospital patient systems.
- Previous NHS experience.
- Previous experience of arranging appointments.
Skills & Knowledge
Essential
- Proven ability to organise and prioritise workload.
- Proven ability to respond to enquiries appropriately in a timely manner.
- Able to maintain and organise departmental records.
Person Specification
Personal Qualities
Essential
- Ability to work in busy environment.
- To be adaptable and work well under pressure.
- To have a good telephone manner.
- Able to work effectively as part of a team.
- To be able to establish a good rapport with colleagues and
- patients.
- To have a flexible approach to working pattern and duties.
- To possess good communication skills -verbal and written.
Other Job Requirements
Essential
- Ability to undertake the manual handling aspects of the role on a daily basis.
- Willing to undertake in-house courses.
- Awareness of Confidentiality and Information Governance.
- Able to work hours/days required.
Qualifications
Essential
- GCSEs, grade C or above or equivalent in Maths and English.
- RSA II or equivalent qualification or experience.
Desirable
- Formal customer care training or equivalent qualification or experience
Experience
Essential
- Evidence of previous clerical experience.
- Good typing/word processing Familiar with Windows packages.
- Experience of manual and computerised filing systems.
- Good working knowledge of computerised systems.
Desirable
- Reception experience.
- Experience of using Sunrise PAS or other hospital patient systems.
- Previous NHS experience.
- Previous experience of arranging appointments.
Skills & Knowledge
Essential
- Proven ability to organise and prioritise workload.
- Proven ability to respond to enquiries appropriately in a timely manner.
- Able to maintain and organise departmental records.
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.
