ENT Admin Clerk - Supporting Insourcing

Job description

Job responsibilities

• To transcribe data from multiple sources into the electronic patient record in an accurate and timely manner. This data will include the clinic outcome following a patients attendance at an outpatient clinic.
• To ensure any clinic letters / documentation is scanned into the correct patient record in a timely manner.
• To ensure all past appointments have an outcome recorded and highlight to the supervisor / team leader of any missing outcomes.
• To manage and direct outpatient referrals via e-Referral, and to manage all the work lists produced on the various systems mentioned relating to CHFT and action accordingly.
• To be responsible for contacting patients by telephone to remind them of pending appointments and to cancel change or re book accordingly, where possible re-negotiating of appointments resulting from a hospital/patient-initiated cancellation.
• To be aware of outpatient waiting times to ensure that appointments are rearranged to appropriate timescales to meet with the 18-week referral to treatment pathways.
• To follow a pre-determined call script as provided by CHFT and to present a polite, pleasant telephone manner at all times to ensure a gold star patient experience.
• To answer the telephone in a timely and courteous manner when dealing with external or internal customers within the ENT admin team.
• To ensure that all messages left on any answer phone are dealt with promptly to ensure that all demographic details are accurately recorded, including NHS number, ethnicity, registered GP, referring GP and practice.
• To proactively encourage the recording of mobile numbers to improve our text reminder service.
• Dealing with telephone, written, electronic enquires from external and internal sources as appropriate
• To assist in the booking of urgent new/ follow up appointments when necessary, ensuring all relevant information is enclosed, to actively contact patients to confirm appointment dates and time, to prioritise your workload on a daily basis.
• To be responsible for booking transport for patients as necessary and notifying the transport department of any cancellations or changes when required.
• To ensure that communication links are maintained with internal staff, GPs, Patients and other organisations to ensure swift resolution of any potential appointment/clinic/reception issues.
• Carry out general office admin duties such as scanning, photocopying and handling post.
• To maintain confidentiality at all times.
• This job description is intended as an outline of the duties of the post; it is not exhaustive and is subject to change following discussions with the post holder. Full training will be given to the successful candidate.

Person Specification

Qualifications/ Training

Essential

• GSCE English grade 3 -9, (A*-D, or equivalent), GCSE Mathematics grade 3 - 9, (A*-D, or equivalent)
• ECDL or Microsoft package training or significant experience with IT

KNOWLEDGE, EXPERIENCE & EXPERTISE

Essential

• Experience using various administrative computer systems
• Good organisational skills and able to prioritise workload and work to deadlines
• Experience of working within in a customer focused setting, office/admin environment
• Motivation to develop the roles and themselves

Desirable

• Knowledge of EPR / E-Referral (ERS) and 18 week RTT pathway

COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)

Essential

• Ability to work on own and as part of a team
• Ability to demonstrate excellent communication skills
• Ability to work quickly and accurately
• Good oral, verbal and written communication skills

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.

Employer details

Employer name

Calderdale and Huddersfield NHS Foundation Trust

Address

Huddersfield

Huddersfield

HD3 3EA

Employer's website

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