Job summary
The Thoracic Service is looking to recruit a dynamic, committed and patient focused individual to support delivery of a comprehensive and efficient booking service for all patients from point of referral through to outpatient appointment. The successful candidate will fulfil a vital role in supporting patient referral management, coordination of appointments, availability of diagnostics and test results, and facilitation of RTT waiting times. Excellent communication and initiative is required, whilst ensuring data quality is completed to high standards. The role will involve close working with various administrative teams and clinical divisions. Computer literacy is essential as the use of Microsoft Office and multiple hospital systems is required on a daily basis. Previous applicants need not apply
Main duties of the job
To provide an effective and efficient booking service
To be the first point of contact for patient calls
Principle Accountabilities:
- Delivering an outpatient appointment service for all new patients referred to the Thoracic Service within the Trust.
- Collaborating with the Surgical Operational Support Manager and Senior Operational Manager to ensure optimal use of outpatient capacity through careful monitoring of clinic schedules.
- Managing patient enquiries and directing calls to the appropriate team members.
- Supporting the management and maintenance of clinic templates as a key operational function.
About us
As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision 'to be the best cardiothoracic integrated healthcare organisation'.
We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine both in the hospital and out in the community.
We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortics.
Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and our encouragement of flexible working in a variety of forms.
Please visit our website - https://www.lhch.nhs.uk/
Please follow this link for a tour of our site - https://bit.ly/36ylsoq
Job description
Job responsibilities
JOB SUMMARY
To provide an effective and efficient Thoracic booking service
To be the first point of contact for patient calls
PRINCIPAL ACCOUNTABILITIES
- Delivering an outpatient appointment service for all new patients referred to the Thoracic Service within the Trust.
- Collaborating with the Surgical Operational Support Manager and Senior Operational Manager to ensure optimal use of outpatient capacity through careful monitoring of clinic schedules.
- Managing patient enquiries and directing calls to the appropriate team members.
- Supporting the management and maintenance of clinic templates as a key operational function.
ORGANISATIONAL
Patient Experience
- Delivering a timely and efficient outpatient appointment service, meeting established Thoracic KPIs.
- Communicating inpatient appointment details promptly in line with agreed KPIs.
- Handling patient enquiries professionally and efficiently.
- Upholding patient confidentiality at all times.
Team Working
- Collaborating with the Thoracic Team to ensure referrals are processed promptly, professionally, and in line with agreed KPIs.
- Coordinating cover during periods of leave or sickness.
- Supporting colleagues to deliver an efficient and effective administrative service to both patients and Thoracic Surgeons.
Communication
- Interacting with patients and their relatives by telephone, responding to queries in a caring, sensitive, and reassuring manner, using initiative to resolve issues and escalating when necessary.
- Providing relevant information to the management team and proactively escalating any concerns as appropriate.
- Communicating effectively with GPs and other external agencies.
- Sharing information with staff in other departments as required.
- Escalating issues to management when appropriate.
Policy & Service Development
Being aware of and adhering to administrative procedures and protocols relevant to the post.
Observing the provisions of and adhering to all Trust policies and procedures
Providing comments on, implement and adhere to administrative procedures and protocols.
Data Management
- Recording all information as required on PAS including amendments
- Using Outpatient Waiting List functionality on PAS and the Thoracic Waiting List spreadsheet.
QUALITY
Training
- Attending mandatory training in accordance with Trust policy
- Participating in in-house training and updating of skills as required
- Demonstrating on going learning and development related to the role
GENERAL STATEMENTS
- Attending team meetings where required
- Maintaining confidentiality and abide by the Data Protection Act.
- Being familiar with and following health and safety policy and procedures and to be aware of individual responsibilities under legislation, drawing any areas of potential risk to the attention of managers
- Ensuring completion of timely PDR/Appraisal process with designated line manager
- Being able to demonstrate Trust values and behaviours (outlined in staff handbook) at all times
- Undertaking any other duties which are deemed appropriate to the band
Job description
Job responsibilities
JOB SUMMARY
To provide an effective and efficient Thoracic booking service
To be the first point of contact for patient calls
PRINCIPAL ACCOUNTABILITIES
- Delivering an outpatient appointment service for all new patients referred to the Thoracic Service within the Trust.
- Collaborating with the Surgical Operational Support Manager and Senior Operational Manager to ensure optimal use of outpatient capacity through careful monitoring of clinic schedules.
- Managing patient enquiries and directing calls to the appropriate team members.
- Supporting the management and maintenance of clinic templates as a key operational function.
ORGANISATIONAL
Patient Experience
- Delivering a timely and efficient outpatient appointment service, meeting established Thoracic KPIs.
- Communicating inpatient appointment details promptly in line with agreed KPIs.
- Handling patient enquiries professionally and efficiently.
- Upholding patient confidentiality at all times.
Team Working
- Collaborating with the Thoracic Team to ensure referrals are processed promptly, professionally, and in line with agreed KPIs.
- Coordinating cover during periods of leave or sickness.
- Supporting colleagues to deliver an efficient and effective administrative service to both patients and Thoracic Surgeons.
Communication
- Interacting with patients and their relatives by telephone, responding to queries in a caring, sensitive, and reassuring manner, using initiative to resolve issues and escalating when necessary.
- Providing relevant information to the management team and proactively escalating any concerns as appropriate.
- Communicating effectively with GPs and other external agencies.
- Sharing information with staff in other departments as required.
- Escalating issues to management when appropriate.
Policy & Service Development
Being aware of and adhering to administrative procedures and protocols relevant to the post.
Observing the provisions of and adhering to all Trust policies and procedures
Providing comments on, implement and adhere to administrative procedures and protocols.
Data Management
- Recording all information as required on PAS including amendments
- Using Outpatient Waiting List functionality on PAS and the Thoracic Waiting List spreadsheet.
QUALITY
Training
- Attending mandatory training in accordance with Trust policy
- Participating in in-house training and updating of skills as required
- Demonstrating on going learning and development related to the role
GENERAL STATEMENTS
- Attending team meetings where required
- Maintaining confidentiality and abide by the Data Protection Act.
- Being familiar with and following health and safety policy and procedures and to be aware of individual responsibilities under legislation, drawing any areas of potential risk to the attention of managers
- Ensuring completion of timely PDR/Appraisal process with designated line manager
- Being able to demonstrate Trust values and behaviours (outlined in staff handbook) at all times
- Undertaking any other duties which are deemed appropriate to the band
Person Specification
Qualifications
Essential
- GCSE English OR equivalent
Skills
Essential
- Excellent communication and interpersonal skills
- Ability to prioritise
- Reliable and works to high standards
- Adaptable to change
- Able to work on own initiative
Desirable
- Excellent organisational and time management skills
- Problem solving
Experience
Essential
- Microsoft Word
- Conversant with appointment booking /administrative practice
- Medical terminology
- Previous office experience
- Working in a team
- Maintaining confidentiality
Desirable
- PAS Waiting list management
- Patient pathway management
- Previous NHS experience
- Advanced keyboard skills
Values and Behaviours
Essential
- Upholds the Trust's values and culture
Person Specification
Qualifications
Essential
- GCSE English OR equivalent
Skills
Essential
- Excellent communication and interpersonal skills
- Ability to prioritise
- Reliable and works to high standards
- Adaptable to change
- Able to work on own initiative
Desirable
- Excellent organisational and time management skills
- Problem solving
Experience
Essential
- Microsoft Word
- Conversant with appointment booking /administrative practice
- Medical terminology
- Previous office experience
- Working in a team
- Maintaining confidentiality
Desirable
- PAS Waiting list management
- Patient pathway management
- Previous NHS experience
- Advanced keyboard skills
Values and Behaviours
Essential
- Upholds the Trust's values and culture
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.
