Urgent Suspected Cancer Supervisor - Patient Access
Job Summary: We are looking for a highly motivated, conscientious individual with experience and understanding of Urgent Suspected Cancer processes and wait times. The ideal candidate will have experience of managing staff with the ability to mentor, support and develop staff knowledge. The ideal post holder will be able to work under pressure, have a methodical approach to solving problems, understand business intelligent reporting as well as having a high level of IT skills (e.g. proficient in Excel). The ideal post holder will also be intuitive, present themselves in a professional manner and be able to build and maintain relationships with colleagues from across the Trust. Experience in using Somerset Cancer Registry (SCR) and e-Referral Service (e-RS) preferred.
Main duties of the job
The post holder is responsible for a team of Band 3 administrators who are the first point of contact for patients and service users providing an in depth knowledge of Outpatient Registration, Referrals Management and Clinic Templates. The Patient Access Referrals & Templates Officer will liaise closely with the clinical teams and speciality management teams to ensure patients receive timely and appropriate appointments according to their care pathway whilst maximising effective use of clinic capacity.
The post holder will work in a very active and busy environment requiring a consistently high standard of performance and attention to detail. Main tasks include the co-ordination and booking of patients on a cancer pathway and assisting the service managers in the achievement of local and national targets.
Job responsibilities
* Scheduling of outpatient appointments prioritized by clinical urgency and wait times in accordance with departmental procedures and Trust policies.
* Offer patients a mutually convenient date/time for outpatient appointments; remind patients of their appointments via reminder letters, texts, voicemails, emails or calls as per protocols.
* Provide a courteous, professional point of contact for patients face-to-face and by telephone.
* Meet patients' individual needs when attending outpatient appointments (e.g., interpreting support).
* Register and validate new patients on the PAS using NHS number and the Summary Care Record, GP practices, other hospitals, etc.
* Keep patients informed and communicate messages promptly.
* Input data accurately and timely into PAS; cancel/reduce clinics as instructed and reschedule appropriately; inform the relevant Consultant/Speciality of cancellations.
* Report administrative issues immediately. Ongoing management: support the Co-ordinator in implementing new procedures; develop expertise in patient access services; ensure bookings align with waiting time targets; respond to escalated queries; maintain up-to-date knowledge of rules and protocols; validate waiting list data; review cancelled/suspended/deferred patients; attend meetings; work flexibly across sites; investigate complaints; develop relationships across staff groups; support supervision and appraisal; monitor sickness/absence and conduct return-to-work interviews; counsel staff on minor issues; ensure cross-team cooperation; carry out regular audits; manage workloads; participate in recruitment.
Person Specification
Essential
* Qualifications: GCSEs (4 at A-C) or equivalent; NVQ Level 3 or relevant experience
Desirable
* ECDL/CLAIT/IBT qualification or working towards one
Experience
* Demonstrable administrative experience; data collection and quality; supervisory experience; experience dealing with the public in stressful situations.
Knowledge
* Use of a Patient Administration System (currently IPM); confidentiality awareness
Skills
* Initiative with support; accurate keyboard skills; ability to work to deadlines; teamwork; excellent verbal and written communication; attention to detail
Other
* Flexible approach; good interpersonal skills; reliability and attendance; present professional image; physical ability to perform duties; ability to travel to any Trust site
Employer details
Liverpool University Hospitals NHS Foundation Trust; Broadgreen Hospital, Thomas Drive, Liverpool L14 3LB
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