Overview
The service is undergoing major transformation with numerous improvement projects. The role supports provision of high-quality outpatient services and continuous improvement within the department.
Responsibilities
* Respond in a timely manner to email, telephone and postal enquiries from patients and other agencies regarding outpatient appointments, ensuring patients receive equal access to services and consideration of patients' rights and diversity.
* Escalate to the Team Leader when there are concerns over longer waits or potential delays in the patient pathway according to the Trust's escalation policy.
* Highlight potential breaches or delays in the patient pathway to the Team Leader, Patient Pathway Team or Manager; dispose of outstanding uncashed clinic outcomes on Cerner as required.
* Assist in changes to clinic templates as directed by the Team Leader/Service Manager; attend regular team meetings arranged by the Team Leader/Line Manager.
* Maintain confidentiality and integrity in interactions with patients, GPs and staff while delivering high-quality service.
* Support the provision of high-quality patient care through personal actions and continuous improvement; maintain a high standard of quality in providing an appointments service.
* Produce high-quality patient information to enable optimal resource use, support service level agreements and future service planning.
* Ensure patients receive good quality, appropriate documentation/information relating to their appointment in line with current Trust and Divisional objectives.
* Transcribe dictation letters using Dictate-IT software; check that clinic letters are completed accurately and that outcomes are actioned and recorded on Cerner; dispose of outstanding uncashed clinic outcomes on Cerner.
* Use Luna (PTL) daily to liaise with the Patient Pathway Team across the Trust to coordinate the patient pathway, highlight target dates for investigations/diagnostics and ensure timely results.
* Monitor patients referred to other Trusts to ensure 18-week RTT targets are met; liaise with the Appointments Centre regarding outpatient bookings and follow-ups to align with results.
* Book, cancel or rebook outpatient appointments or procedures; attend regular team meetings; respond to patient queries written and via telephone/email.
* Ensure booking of relevant clinical activity and manage patient pathways in conjunction with the Patient Pathway Team; be aware of Division wait times and RTT policies when booking or changing appointments.
Qualifications and Skills
* Ability to work effectively as part of a team, meet strict deadlines, and solve problems independently.
* Knowledge or understanding of the 18-week patient pathway preferred; training provided where needed.
* Experience with systems such as Cerner, Luna, CRIS and Dictate I.T. is desirable, with training provided if required.
Location, Hours and Benefits
We are recruiting a Clinical Office Coordinator to join the iMSK (Orthopaedics) team. This is a full-time role, Monday to Friday, including general office duties.
Benefits include access to NHS schemes and development opportunities, with options such as excellent pension and annual leave, on-site facilities, and salary sacrifice schemes.
About Ashford & St. Peter’s Hospitals NHS Foundation Trust: serving a population of over 410,000 in North-West Surrey and surrounding areas, with two hospital sites and extensive community services. Our vision is to be among the best healthcare trusts in the country, providing continuous professional development and flexible workforce arrangements to support patient care.
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