Outpatients Administration Clerk
- Nuneaton, Warwickshire
- £24,465 per year
- Permanent
- Full-time
- Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
- Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
- Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
- To act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
- To ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
- To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
- To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
- Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
- Registration of internal referrals.
- Management of e-referrals on the Electronic Referral Service (eRs)
- Booking of all patient appointments in line with Trust and National targets.
- Contacting patients for short notice appointments aiding clinic utilisation.
- Managing the external Outpatient letter system.
- Managing the NHS mailbox for IPTs.
- Referral verification (chasing missing referrals).
- Contacting patients to inform them of short notice clinic cancellations / reschedules.
- Greet patients check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
- Direct patients to appropriate areas.
- To outcome all patients attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNAs or added to the waiting list in accordance with agreed procedure.
- To cancel, re-appoint and reschedule patients appointments at patient or Consultant request.
- Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email. communication. Act on the information and distribute accurately.
- To prepare all necessary documentation and/or paperwork for clinics
- To telephone patients at short notice to fill empty clinic slots.
- To correct any operator errors within Lorenzo following protocol.
- Works flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
- To ensure that Consultants are aware of any patients who DNAd clinic appointment and undertake action as required.
- To open and sort Outpatients post daily and to take appropriate action.
- To provide cover in any other team or department within the Directorate if required
- Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
- Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
- Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
- To act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
- To ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
- To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
- To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
- Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
- Registration of internal referrals.
- Management of e-referrals on the Electronic Referral Service (eRs)
- Booking of all patient appointments in line with Trust and National targets.
- Contacting patients for short notice appointments aiding clinic utilisation.
- Managing the external Outpatient letter system.
- Managing the NHS mailbox for IPTs.
- Referral verification (chasing missing referrals).
- Contacting patients to inform them of short notice clinic cancellations / reschedules.
- Greet patients check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
- Direct patients to appropriate areas.
- To outcome all patients attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNAs or added to the waiting list in accordance with agreed procedure.
- To cancel, re-appoint and reschedule patients appointments at patient or Consultant request.
- Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email. communication. Act on the information and distribute accurately.
- To prepare all necessary documentation and/or paperwork for clinics
- To telephone patients at short notice to fill empty clinic slots.
- To correct any operator errors within Lorenzo following protocol.
- Works flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
- To ensure that Consultants are aware of any patients who DNAd clinic appointment and undertake action as required.
- To open and sort Outpatients post daily and to take appropriate action.
- To provide cover in any other team or department within the Directorate if required
- 1 year's general office experience
- Ability to work under pressure to meet required deadlines
- The ability to deal with more than one situation at a time
- previous experience in a healthcare setting and reception skills
- Good Keyboard Skills
- RSA II typewriting
- Good Communication Skills
- Enthusiastic and Motivated
- Ability to have positive working relationships
- Good Organisational skills
- To be able to sit and concentrate using a PC for frequent periods
- To be able to deal with irate patients and staff
- To deal with distressing situations and distressed patients
- To be calm under pressure
- To deal with competing demands for attention
- To work under own initiative making decisions
- 1 year's general office experience
- Ability to work under pressure to meet required deadlines
- The ability to deal with more than one situation at a time
- previous experience in a healthcare setting and reception skills
- Good Keyboard Skills
- RSA II typewriting
- Good Communication Skills
- Enthusiastic and Motivated
- Ability to have positive working relationships
- Good Organisational skills
- To be able to sit and concentrate using a PC for frequent periods
- To be able to deal with irate patients and staff
- To deal with distressing situations and distressed patients
- To be calm under pressure
- To deal with competing demands for attention
- To work under own initiative making decisions