JOB SUMMARY This role is responsible for processing all incoming referrals and ensuring thatappointments are booked within expected timelines. This role also involves dealing with enquiries where a high degree of confidentiality, sensitivity, discretion and tact is required. A degree of autonomy is an essential ability for this role. The appointed candidate will be required to think on their feet to deal with enquiries, making day-to-day decisions and escalating when appropriate to the Outpatients Management team.
DUTIES AND RESPONSIBILITIES OF THE POST Process all incoming referrals accurately, entering data onto the Patient Record System, adding patients to triage waiting lists as appropriate and sending appointment letters to patients informing them of their booked appointment. Receive and deal with telephone and other enquiries regarding appointments from patients and referrers. Proactively accommodating urgent referrals so they are booked within the correct timeframes. Liaising with other outpatient departments to problem-solve.
Build positive and effective relationships with GP Practice and Referral Support Services. Create internal referrals from consultants to our in-house diagnostic services. Filling short-notice appointment slots by bringing urgent and appropriate patients forward. Processing incoming and outgoing referrals under the PIDMAS scheme Organise workload efficiently in a complex, changing environment, managing multiple tasks, a number of which are non-routine, ensuring that timeframes are met.
Proactively identify emerging issues that may cause delays in the treatment of patients, informing the Outpatients Duty Manager when urgent action is required. Assist with slot filling by bringing forward appropriate patients to ensure there are no wasted appointments. WORK SETTING AND REVIEW To manage one's own workload efficiently and effectively on a daily basis. Maintain confidentiality at all times.
Make decisions pertaining to the smooth and efficient running of the department, acting independently but where necessary referring problems to management or the appropriate consultant via the quickest route possible. CONFIDENTIALITY The post holder must maintain the confidentiality of information about patients, staff, and DHC business under the Data Protection Act 1998 and Caldicott principles.