Senior Outpatients Administrator
NHS Jobs Taunton
Communication and Key Working Relationships Communicate with patients, colleagues, internal and external contacts in a courteous, professional and timely manner at all times by various methods, i.e. telephone, written, face to face. Receive telephone calls and enquiries, taking appropriate action, or, where necessary, re-direct or accept a message on behalf of members of the team.
Report any complaints/comments or requests to the Service Admin Manager. Have the knowledge and knowhow of when to refer to PALS. Dealing with queries from consultants and other Trust staff and to have the initiative to know when help from a more senior staff member is required.
Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff. Monitoring and actioning the service shared email inbox on a rota basis. Because of the nature of the service, the need to be able to communicate effectively and efficiently is paramount.
Planning and Organisation Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the Service Admin Manager. Work flexibly across the department as required.
Booking outpatient appointments according to the service's requirements booking rules and guidelines. Entering and retrieving data from hospital computer systems. Shredding of confidential waste. Keep an organised and tidy office environment. Monitoring referrals and assisting with managing worklists in e-Referrals.
Assisting with cancellation/reinstating of clinics under the guidance of the Service specification and SOP. Data quality validation. Training of new staff in simple tasks where appropriate. Assist the Service Admin Manager with planning and implementing the rescheduling of workloads with the team during times of annual leave and sickness absences.
To monitor and analyse levels of clinic cancellations and to alert the Service Admin Manager of the likely impact. To ensure that patients are selected in chronological order to ensure equality of access and that waiting times are equalised. Validate and track waiting lists, to ensure booking methods are carried out accurately.
Assist the Service Admin Manager to lead a team on a daily basis to achieve high quality, efficient and effective outputs in line with Trust standards. Re-organising outpatient clinics in the event of cancellation ensuring outpatient waiting times are not breached, whilst keeping Service Admin Manager informed.
Monitor patient access, e.g. ensure clinics are full to capacity, maintain published outpatient waiting list. Represent the service at specialty and Trust meetings in the Service Admin Manager absence or as part of personal development. Close monitoring of pending lists and clinics ensuring that the Trust meets Local and National targets, escalating to the Service Admin Manager when issues arise.
Ensure that outpatient scanning, including clinic notes are scanned in a timely manner. Ensuring that patient cancellations and DNAs are correctly recorded and RTT rules applied as necessary. Adding correspondence letters to EPRO or other systems as necessary.
Regular updating of and creation of clinic templates and letters according to service requirements, and this will include liaising with Synertec. Booking and cancellation of clinic rooms on Bookwise. Prepare clinics as required in service spec.
Responsibility for Patient / Client Care, Treatment & Therapy Ensure the timely arrival of patient information to the appropriate destination to facilitate prompt patient care. Contribute towards ensuring that the department is complying with Referral to Treatment (RTT) targets including booking in chronological order, rescheduling patient appointments, ending pathways, liaising with clinicians and monitoring the weekly Incomplete PTL reports.
Policy, Service, Research & Development Responsibility Have relevant and up to date knowledge of the Trust's Standards Policies. Be responsible for updating own knowledge as and when necessary. Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with Trust Policy.
Follow relevant Trust policies. Follow Trust guidelines for administrative and clerical services. Ensure that staff are aware of and comply with the Trust's Policies and Procedures especially relating to Access and RTT. Responsibility for Finance, Equipment & Other Resources Take ownership of equipment supplied to enable job role to be fulfilled.
Responsibility for Supervision, Leadership & Management The post holder is expected to provide cross cover for colleagues during periods of absence. Support with welcoming and induction of new staff into the team as required - including those helping on a short-term basis.
Ensure staff, within the team are inducted, trained, and appraised in order to carry out their duties effectively. Assist and cover Service Admin Manager duties as agreed and if necessary. Shared responsibility for day-to-day duties, direction and guidance of the Outpatients Administrator, this includes answering queries, dealing with problems, planning and prioritising the team's workload.
Undertaking appraisals including 6-month reviews, for members of staff, planning the individual's development and setting objectives, monitoring and reviewing performance against objectives. This is to be overseen by the Senior Service Manager.
Report any complaints/comments or requests to the Service Admin Manager. Have the knowledge and knowhow of when to refer to PALS. Dealing with queries from consultants and other Trust staff and to have the initiative to know when help from a more senior staff member is required.
Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff. Monitoring and actioning the service shared email inbox on a rota basis. Because of the nature of the service, the need to be able to communicate effectively and efficiently is paramount.
Planning and Organisation Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the Service Admin Manager. Work flexibly across the department as required.
Booking outpatient appointments according to the service's requirements booking rules and guidelines. Entering and retrieving data from hospital computer systems. Shredding of confidential waste. Keep an organised and tidy office environment. Monitoring referrals and assisting with managing worklists in e-Referrals.
Assisting with cancellation/reinstating of clinics under the guidance of the Service specification and SOP. Data quality validation. Training of new staff in simple tasks where appropriate. Assist the Service Admin Manager with planning and implementing the rescheduling of workloads with the team during times of annual leave and sickness absences.
To monitor and analyse levels of clinic cancellations and to alert the Service Admin Manager of the likely impact. To ensure that patients are selected in chronological order to ensure equality of access and that waiting times are equalised. Validate and track waiting lists, to ensure booking methods are carried out accurately.
Assist the Service Admin Manager to lead a team on a daily basis to achieve high quality, efficient and effective outputs in line with Trust standards. Re-organising outpatient clinics in the event of cancellation ensuring outpatient waiting times are not breached, whilst keeping Service Admin Manager informed.
Monitor patient access, e.g. ensure clinics are full to capacity, maintain published outpatient waiting list. Represent the service at specialty and Trust meetings in the Service Admin Manager absence or as part of personal development. Close monitoring of pending lists and clinics ensuring that the Trust meets Local and National targets, escalating to the Service Admin Manager when issues arise.
Ensure that outpatient scanning, including clinic notes are scanned in a timely manner. Ensuring that patient cancellations and DNAs are correctly recorded and RTT rules applied as necessary. Adding correspondence letters to EPRO or other systems as necessary.
Regular updating of and creation of clinic templates and letters according to service requirements, and this will include liaising with Synertec. Booking and cancellation of clinic rooms on Bookwise. Prepare clinics as required in service spec.
Responsibility for Patient / Client Care, Treatment & Therapy Ensure the timely arrival of patient information to the appropriate destination to facilitate prompt patient care. Contribute towards ensuring that the department is complying with Referral to Treatment (RTT) targets including booking in chronological order, rescheduling patient appointments, ending pathways, liaising with clinicians and monitoring the weekly Incomplete PTL reports.
Policy, Service, Research & Development Responsibility Have relevant and up to date knowledge of the Trust's Standards Policies. Be responsible for updating own knowledge as and when necessary. Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with Trust Policy.
Follow relevant Trust policies. Follow Trust guidelines for administrative and clerical services. Ensure that staff are aware of and comply with the Trust's Policies and Procedures especially relating to Access and RTT. Responsibility for Finance, Equipment & Other Resources Take ownership of equipment supplied to enable job role to be fulfilled.
Responsibility for Supervision, Leadership & Management The post holder is expected to provide cross cover for colleagues during periods of absence. Support with welcoming and induction of new staff into the team as required - including those helping on a short-term basis.
Ensure staff, within the team are inducted, trained, and appraised in order to carry out their duties effectively. Assist and cover Service Admin Manager duties as agreed and if necessary. Shared responsibility for day-to-day duties, direction and guidance of the Outpatients Administrator, this includes answering queries, dealing with problems, planning and prioritising the team's workload.
Undertaking appraisals including 6-month reviews, for members of staff, planning the individual's development and setting objectives, monitoring and reviewing performance against objectives. This is to be overseen by the Senior Service Manager.
Carry out return to work interviews in the absence of the Service Admin Manager and escalate to next available manager if unable to carry out necessary tasks. Any Other Specific Tasks Required. Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.
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