Overview
The job holder provides administrative and clerical support across the service, handling complex issues and ensuring that all patient referrals, outpatient appointments, clinic changes and urgent return bookings are actioned in accordance with the Patient Access Policy. All data is collected and entered accurately onto the appropriate IT systems. The role involves extensive communication with clinical and secretarial staff, acting as a point of reference and offering guidance on complex pathway decisions. There is particular responsibility for urgent referrals and clinic change requests, actioned in line with timescales, policies and standard operating procedures. Outpatient activity data must be recorded accurately, urgent return bookings completed without delay, and capacity issues monitored. The post contributes to developing efficient, lean processes and may include training and supervising administrative teams, with duties extending to Inter Provider Transfers (IPTs) and reception support when required. The role requires cross-site work at St Lukes Hospital and Bradford Royal Infirmary and may involve outreach hospitals in Eccleshill and West Wood Park.
Responsibilities
* Lead by example with professional behaviours; foster a professional approach as per the Team Coordinator requirements.
* Ensure junior team members are supported in delivering the service within the set Standard Operating Procedures.
* Take ownership of issues that prevent delivery of service standards and booking/scheduling tasks, escalating as needed.
* Communicate confidently with senior clinical and administrative staff, acting as liaison between CPBS and CSU.
* Manage processing of Inter Provider Transfers (IPTs) across the services and provide ERS support to the ERS team manager; work with CSUs on ERS workloads and create worklists to streamline workflows.
* Provide a Trust-wide service for clinic setup on the EPR and maintain accurate quality entries on the patient information system.
* Act as first line of reception cover when required and ensure urgent referrals and clinic changes are actioned in accordance with policies and procedures.
* Handle telephone calls regarding appointments from patients, staff, and other Health Care Providers; ensure responses are accurate, timely, polite and courteous.
* Record outpatient activity data accurately, monitor capacity, and escalate/follow up with the relevant CSU as required.
* Deliver cross-site support as part of the Central Patient Booking Service (Referrals / OP Booking / Reception / ERS / Rescheduling).
* Contribute to development of efficient processes and lean methodologies to improve service delivery.
Dimensions
The Central Patient Booking Service is a Trust-wide centralized administrative team handling referrals across all divisions. The Trust handles over 600,000 appointments per year (a mix of new and follow-up) across 40 specialties. The team comprises approximately 160 staff across referrals, outpatient bookings, reception, clinic preparation, and medical records, delivering a key function within CPBS. Specific focus includes complex administrative and clerical duties related to referrals, outpatient booking, and reception, with emphasis on urgent and fast-track cancer referrals.
Our People Charter
Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:
We value people
We are one team
We care
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