Job responsibilities
JOB PURPOSE
1.
Responsible
for the day to day management of the Booking Services Department.
2.
In
liaison with the Directorate Managers, Clinicians, nursing and medical staff,
ensuring that the organisation of outpatient clinics via the Trust patient
administration system (Allscripts) meets the service needs of patients and the
Trust.
3.
To
be responsible for organising referrals in e-RS and selecting patients from the
waiting list so that appointments are made within the required waiting time
targets. Also co-ordinate rescheduling of appointments and setting up clinic
templates with agreed booking rules.
4.
To
ensure all patient information in manual and computerised systems is dealt with
in accordance with agreed policies and procedures.
5.
To
ensure that all policies and procedures are adhered to and training undertaken
where new policies and procedures are implemented. In particular, those for Patient Access,
Booking Services, Health Records, confidentiality and information security.
KEY
RESPONSIBILITIES
To
provide operational advice, and to carry out and cover for all duties expected
of the outpatient appointment team which include:-
1.
To
ensure that referrals are actioned via e-RS, added to the outpatient waiting
list and that clinical staff prioritise these within the agreed timescales
2.
To
ensure that patients receive an acknowledgement letter or are immediately
appointed in line with agreed booking arrangements, administrative procedures
and the patient access policy.
3.
To
ensure that patients are selected from the waiting lists in chronological order
and appointed according to the prioritisation given by the medical staff
4.
To
ensure that any patients who request removal following validation are removed
and the clinical staff informed
5.
To
ensure that systems are in place to monitor utilisation of appointment slots,
raising any concerns regarding overbooking / underbooking with the relevant
Directorate Manager or clinician.
6.
In
liaison with the Directorate managers and clinicians, ensure that clinic
booking rules are up to date, communicated and adhered to when dealing with
referrals and making new or follow up appointments.
7.
To
ensure that written and verbal requests for further appointments are actioned
promptly in line with booking rules.
8.
To
action changes to individual appointments whilst ensuring that patients are
seen within the agreed clinical priority and that written confirmation is
immediately sent
9.
Following
Directorate and Booking Services Management approval, set up clinics for new
consultants on PAS, ensuring that templates are designed according to any
booking rules provided by the Directorate.
10. To ensure that all
requests for changes to clinics/rescheduling are actioned promptly. Where less than 6 weeks notice is given,
ensure that the approval process is followed
11. To telephone patients,
often at short notice, to offer them appointments or cancel their appointments
due to unplanned clinical leave
12. To effectively
administer the outpatient waiting lists to ensure that patients are booked
correctly within the agreed timescales to avoid long wait breachers
13. To complete the
required waiting list analysis each week, from the PTL lists and the PAS
system. Calculate where there are likely
to be potential breachers and ensure
that Directorate Managers are informed of potential problems with long wait
breachers.
14. To ensure that letter,
telephone and face to face communication with patients, Colleagues and managers
is professional, timely and in line with Booking Services, Patient Access and Health
Records policies and procedures.
15. 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 on to the appropriate manager
16. To liaise with GPs,
Managers, Clinicians and administrative staff regarding referrals, bookings and
waiting times.
17. To ensure that Xerox
and reception staff are provided with appropriate information regarding
patients and clinics, in order to carry out their work effectively and safely.
18. To provide information
from PAS on a routine and adhoc basis to staff throughout the Trust, such as
inpatients listings, religion lists, waiting for review lists, and vacancy
summaries.
19. To set up and maintain
a work schedule that ensures all work is prioritised and delivered within the required timescales each
week, in particular during holiday periods when replacement cover is unlikely
to be provided.
20. To ensure that general
administrative work associated with referrals, appointments and waiting lists
is undertaken according to the expected Booking Service standards.
Team
Leader Duties:
21. To ensure that all
letter, telephone and face to face communication with patients, colleagues and
managers is professional, timely and in line with Patient Access/Booking
Services/ Health Records policies and procedures.
22. To monitor front of
house service to patients, identifying and actioning customer care training
needs.
23. To document procedures
and identify training needs of staff, implementing agreed changes in procedure
and ensuring staff follow policies, procedures and agreed standards, taking
necessary action where adherence is not occurring.
24. To support staff when
dealing with patients who are dissatisfied with the service so that potential
complaints are dealt with immediately.
25. To produce regular
agreed quality standards indicators and report to the Booking Services Manager.
26. To liaise with Booking
Service colleagues across the Trust to compare work practices and identify
areas of best practice.
27. To ensure that the team
and service is as efficient as possible, making suggestion for changes and
improvements on an on going basis.
28. To develop effective
communication systems for the team and ensure that staff have regular team
briefs.
29. To influence and
promote effective team working.
30. To carry out staff
appraisals and ensure that performance, training and development needs are
addressed throughout the year, as well as in the annual appraisal.
31. Responsible for
monitoring annual leave and sickness levels, ensuring that the working hours
are covered adequately, maintaining staff records and highlighting any areas of
concern to the Booking Services Manager.
32. To be responsible for
the recruitment, selection and induction of new staff, ensuring that all
necessary training and training documentation is provided.
33. To ensure that all new
and existing staff attends statutory/mandatory training as identified on the
training matrix.
34. To carry out Risk
Management Training on health records and data quality for staff across the
Trust.
35. To ensure computer and
printer equipment is effectively working, taking action as required if problems
arise.
36. Responsible for
ordering and replenishing non-stock items for the department.
37. To undertake training
to become familiar with and competent in current health records procedures and
practices, to provide an effective, efficient, courteous, high quality booking
service. This will include recording data and maintaining data quality on manual
and computerised systems in accordance with agreed policies and procedures.
38. To be prepared to travel
and provide cover for other Booking Services Team Leaders on all sites as and
when required to do so.
