To lead on delivering care coordination activities for patients and to ensure patients receive appointments and are admitted for elective procedures in a timely manner, supporting the tracking of patients along their pathway and co-ordinating hospital appointments and procedures, in line with Patient Service Hub SOPs and SLAs.
Job responsibilities
* Booking Patients - To support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.
* Patient Contact - To contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.
* Communication & Relationship - To liaise with other Patient Service Hub teams and departments, as well as wider Trust/Group/Healthcare services when required.
* Ensuring Data Accuracy - To be proficient in the use of Patient Services Hub care coordination systems.
* Ensuring compliance with National and Local Protocols - To, in line with local procedures, indicate if asked/required the potential wait times for appointments/admissions.
* General Office Duties - To work in accordance with Patient Service Hub SOPs and SLAs.
Qualifications
* GCSE Grade C and above in Maths and English or equivalent
* Experience and training to NVQ Level 3 or equivalent
* Computer Literacy and Information Technology (CLAIT)
* Basic knowledge of Medical Terminology
* Experience of customer care or experience of working in an office environment
* Experience of using Microsoft Office to include Excel and Outlook
* Knowledge of experience of NHS working
Knowledge, Skills and Aptitudes
* Ability to evidence/demonstrate key values and behaviours
* Ability to prioritise own workload and work on own initiative
* Excellent oral and interpersonal communication skills, written and verbally
* Attention to detail and accuracy
* Awareness of National and Local Targets
* Knowledge of hospital and clinical information systems (e.g. Care Flow/CRIS/Aqua)
Specific Requirements
* Ability to maintain confidentiality
* Ability to work effectively within a large team or individually
* Ability to work effectively under pressure and meet tight deadlines
* Ability and willingness to work flexibly.
* Ability to cope with sometimes distressing/emotional situations.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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