Great Western Hospitals NHS Foundation Trust
We are looking for a Patient Experience Clerk.
You will develop and maintain an effective, friendly, and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, you will continually improve service delivery by liaising with key stakeholders through effective staff and process management and control.
Main duties of the job
1. Operationally responsible for delivering day-to-day key performance indicators for the unit, in line with divisional and organisational goals and targets, including national targets like 18-weeks Referral to Treatment.
2. Be the custodian of a brilliant experience for all patients, role modeling excellent customer service skills at all points of patient engagement, ensuring warm and engaging interactions with a smile at all times.
3. Operationally responsible for the day-to-day delivery and implementation of departmental procedures, liaising with other management groups and departments to ensure processes meet the needs of services, divisions, and the organisation.
4. Responsible for the standard and quality of Outpatient Administration, requesting, analysing, and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet standards or improve quality.
About us
"Our STAR values - Service, Teamwork, Ambition, and Respect - are a golden thread running through everything we do. These values serve as guiding principles, driving us towards our vision of delivering great joined-up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives."
Job responsibilities
1. Use waiting lists, on-hold reports, and other patient tracking reports to direct outpatient administrators to book outpatient appointments in line with the Trust's Elective Access, Booking, and Choice Policy, monitoring booking performance against key performance indicators.
2. Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity, in accordance with the Trust's Elective Access, Booking, and Choice of Day policy and departmental Standard Operating Procedures.
3. Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
4. Manage follow-up patient waitlist for the service by validating the Validation tool, completing a knowledge test, and submitting the information to the automation team within the agreed time frame.
Please see the attached job description for full information.
Person Specification
Qualifications
* GCSEs or above including Maths and English
* NVQ Level 4 or equivalent in a relevant subject or equivalent experience and knowledge in a similar role
* Evidence of formal management development
* Evidence of continuing professional development
* Evidence of Health & Safety training
* ECDL qualification or other formal IT training/qualification
* Project management training, e.g., PRINCE2
Experience
* Significant administrative experience within a customer-focused environment
* Successful staff management experience, including performance, recruitment, training, and absence management
* Successful process design and implementation experience
* Understanding of outpatient services and performance indicators
* Experience in implementing NHS policies and guidelines relevant to outpatient services
* Experience working in healthcare appointment making
* Project management experience
Knowledge and skills
* Ability to prioritize workload and work independently
* Initiative and ability to handle non-routine and sensitive issues
* Excellent management and performance management skills
* Proactive issue resolution using analytical, interpersonal, communication, and persuasion skills
* Use of project management tools like PRINCE2
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a Disclosure check will be required.
Salary: £24,625 to £25,674 per annum, pro-rata
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