Job Summary
Work as part of the Outpatients Department multi-disciplinary team, providing an efficient administrative and outpatient reception service.
Responsibilities
* Record all outpatient attendances (cashing-up) on the Patient Access System.
* Book follow-up appointments, discharge patients back to the GP and/or add to waiting lists.
* File documents according to Information Governance policy.
* Communicate with patients, visitors and staff in a professional and courteous manner.
* Communicate effectively using all available forms of communication.
* Maintain an uncluttered and tidy reception area.
* Maintain reception areas in a hygienic and sanitary condition, including cleaning and wiping of surfaces.
* Support the Managers and Supervisors in developing a patient-focused service.
* Complete appointment outcomes such as booking patient follow-up appointments, discharging back to the GP, or adding to waiting lists as indicated on the manual or electronic outcomes forms within stipulated timeframes.
* Analyse patient pathways versus outcomes and elevate to relevant clinical or non-clinical staff if the patient requires an earlier appointment or diagnostic to achieve RTT targets.
* Ensure that all patients attending in person are checked in.
* Ensure all patient information is complete and up to date in the Trust ERS.
* Identify, investigate and correct ERS discrepancies ensuring GP and personal contact details are accurate and up to date.
* Follow appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards.
* Use excellent written and verbal communication and interpersonal skills to interact with patients, carers, relatives, visitors and staff.
* Be a calm, supportive, flexible and adaptable member of the team.
* Deal with all enquiries in a professional and co-operative manner.
* Respond politely but firmly with people behaving antisocially and report and record any abuse, including verbal abuse.
* Answer all telephone calls within three rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible.
* Provide non-clinical advice and guidance regarding appointments.
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