Job summary
To be a member of the audiology administration team that assists in the provision of comprehensive, high-quality outpatient and waiting list administration services for the adult audiology service.
Assist in enabling the administration of several specialty patient lists operating in accordance with the Trusts access policy and in line with national targets ensuring efficient and effective use of outpatient sessions.
Exercise initiative and use independent judgement and knowledge to book patients, in line with scope of own nonclinical practice. Work in a demanding and sometimes hostile environment dealing with complex and sensitive information daily.
Provide an information and communication link between the patient and their outpatient attendance.
Be capable of.
o Working closely under the guidance of the operational management team and clinicians to enable effective administration of the patient pathway.
o Working as a patient contact advisor for single point of access answering incoming calls, booking clinic appointments, email traffic and receiving patient and healthcare professional referrals via a variety of platforms and IT systems.
Main duties of the job
1. To assist in the administration of a comprehensive audiology outpatient service to patients. Be capable of making decisions with situations arising from duties and responsibilities described below to ensure an effective, organised, and comprehensive high quality patient centred service
2. To provide a professional administrative support service to the audiology outpatient service by undertaking administrative aspects of work to allow clinicians to focus on the priorities of their role
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description
Job responsibilities
Waiting list Administration
3. In accordance with audiology service processes and Trust guidance accurately able to input patients details onto the waiting list ensuring any relevant notes recorded.
4 To provide advice to patients with matters relating to their appointment and about their position on the waiting list.
5. Under direction assists in the agreed administration processes to ensure the organisation of waiting lists to maximise efficiencies. Requires considering requests to cancel/reschedule patients, replacing short notice cancellations, liaising with the audiology service management team and clinicians.
6. To work flexibly according to the needs of the service including covering for colleagues during periods of leave or high demands in all areas of the admin service.
7. Ensure that all patients are placed on the audiology patient management system and work within the agreed administration processes in the service.
Outpatient booking and appointments administration
8. Responsible for appointing all patients from their initial consultation following clinician electronic triage or self-referral route access.
9. Responsible for registration of referral letters, ensuring all referral letters/ email referrals are attached to the audiology patient management system and directed to the appropriate clinicians.
10. Responsible for booking all new and follow up appointments in accordance with departmental procedures following clinicians direction when required.
11. Liaise directly with patients in relation to booking and arranging outpatient appointments over varied mediums/platforms.
12. Working under the direction of the operational management teams, when dealing with requests for clinic cancellations; will be responsible for administrating the cancellation/reduction of the clinics on the audiology patient management system and appointing the patients future appointments effectively
13. Administrate all appointments on the audiology patient management system ensuring all new appointments which are cancelled by the patient, are discussed with the patient and referrer, and discharged as deemed appropriate by the clinician and in line with agreed service process and guidelines.
14. If aware of capacity issues when booking appointments escalates this through the services processes to the appropriate operational team.
15. Administrate the referral system during the shift.
Job description
Job responsibilities
Waiting list Administration
3. In accordance with audiology service processes and Trust guidance accurately able to input patients details onto the waiting list ensuring any relevant notes recorded.
4 To provide advice to patients with matters relating to their appointment and about their position on the waiting list.
5. Under direction assists in the agreed administration processes to ensure the organisation of waiting lists to maximise efficiencies. Requires considering requests to cancel/reschedule patients, replacing short notice cancellations, liaising with the audiology service management team and clinicians.
6. To work flexibly according to the needs of the service including covering for colleagues during periods of leave or high demands in all areas of the admin service.
7. Ensure that all patients are placed on the audiology patient management system and work within the agreed administration processes in the service.
Outpatient booking and appointments administration
8. Responsible for appointing all patients from their initial consultation following clinician electronic triage or self-referral route access.
9. Responsible for registration of referral letters, ensuring all referral letters/ email referrals are attached to the audiology patient management system and directed to the appropriate clinicians.
10. Responsible for booking all new and follow up appointments in accordance with departmental procedures following clinicians direction when required.
11. Liaise directly with patients in relation to booking and arranging outpatient appointments over varied mediums/platforms.
12. Working under the direction of the operational management teams, when dealing with requests for clinic cancellations; will be responsible for administrating the cancellation/reduction of the clinics on the audiology patient management system and appointing the patients future appointments effectively
13. Administrate all appointments on the audiology patient management system ensuring all new appointments which are cancelled by the patient, are discussed with the patient and referrer, and discharged as deemed appropriate by the clinician and in line with agreed service process and guidelines.
14. If aware of capacity issues when booking appointments escalates this through the services processes to the appropriate operational team.
15. Administrate the referral system during the shift.
Person Specification
Qualifications
Essential
- ECDL or equivalent
- NVQ 2 Customer Care or equivalent experience
Knowledge and Experience
Essential
- Communication skills to aid barriers to understanding
- Computer literacy
- Working to deadlines, maintaining standards
Desirable
- Experience in a healthcare setting
- Waiting list management
- Knowledge of NHS standards and targets
Skills
Essential
- Communicating across organisational/departmental boundaries
- Written, verbal and telephone communication skills with team/patients/relatives.
- Flexibility and ability to adapt to change
- High standard of accuracy
Person Specification
Qualifications
Essential
- ECDL or equivalent
- NVQ 2 Customer Care or equivalent experience
Knowledge and Experience
Essential
- Communication skills to aid barriers to understanding
- Computer literacy
- Working to deadlines, maintaining standards
Desirable
- Experience in a healthcare setting
- Waiting list management
- Knowledge of NHS standards and targets
Skills
Essential
- Communicating across organisational/departmental boundaries
- Written, verbal and telephone communication skills with team/patients/relatives.
- Flexibility and ability to adapt to change
- High standard of accuracy
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.
