Overview
The post holder is required to provide administrative and clerical support for outpatient clinics within Breast Services, including front line reception duties. Working as part of a team, including clinical staff, the post holder is expected to deliver a responsive and high quality service to patients and other service users. The post holder is required to use their initiative and be adept at problem solving as they will be the first port of call for patient enquiries. The post holder will also be responsible for the management of appointments and real time data recording. They will need to be proficient in the use of all hospital systems including EPIC, eRS, Call Forward, PTS (Transport), Microsoft package, Envoy, CIS2-Spine.
Responsibilities
* Reception duties for outpatient clinics including welcoming patients using EPIC and Call Forward systems, booking follow-up appointments, keeping patients informed of any delays, and maintaining accurate records of patient attendance and departure times.
* Ensure all patients\' demographic details (address, post code, GP and ethnic group, contact details, NOK) are checked and amended/corrected as needed in a timely and accurate manner.
* Act as a first point of contact for users of the trust, handling telephone calls and enquiries promptly and efficiently, providing immediate response and referring as necessary, including personal enquiries from patients and relatives as well as calls from GPs, clinicians, students, nursing and admin staff, with due regard to patient confidentiality.
* Maintain a presentable reception desk and waiting areas while upholding patient confidentiality.
* Support the department\'s implementation of robust follow-up (PIFU), ensuring that referrals are closed as indicated by the clinical team.
* Record/update/retrieve data using EPIC/eRS/Call-forward/Envoy and any new systems as introduced, to acceptable data quality standards. Establish good communication and liaison with multidisciplinary teams around the Trust, OPD systems and ICT.
* Ensure patients leave outpatient appointments with any follow ups booked and that their pathways are updated in accordance with national RTT rules. Maintain an excellent understanding of the 18-Week RTT process and knowledge of the Trust\'s Access Policy; adhere to National Guidelines. Ensure that patient pathways are actively managed and appointments are made in line with the Trust\'s Access Policy.
Qualifications and Knowledge
* Proficiency in hospital systems including EPIC, eRS, Call Forward, PTS (Transport), Microsoft packages, Envoy, CIS2-Spine.
* Good working knowledge of the 18-Week RTT process and the Trust\'s Access Policy; ability to adhere to policies according to National Guidelines.
* Understanding of patient confidentiality and safeguarding when handling sensitive information.
Organisational Context
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our vision to be bold, brilliant people, outstanding care, leaders in research, innovation and education, and the core values of diversity, equality and inclusion. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King\'s to another level. King\'s is committed to delivering Sustainable Healthcare for All via our Green Plan with net zero carbon targets of 2040 for the NHS Carbon Footprint and 2045 for the NHS Carbon Footprint Plus. Everyone\'s contribution is required to meet the goals in our Green Plan and to minimise the Trust\'s carbon emissions, waste and pollution wherever possible.
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