Job Description
The role is responsible for supporting the provision of an efficient and streamlined Outpatient appointment booking and administrative service to patients for the Therapies Department across East Kent. You will be required to maintain a high standard of customer service skills when dealing with staff, relatives, visitors, clinical staff and other administration colleagues.
This role will be the first point of contact, answering and responding to internal and external enquiries received in the department, adhering to targets set by the department and Trust.
The role will ensure all clinics are utilised Trust wide within the different sub-specialities, escalating capacity and demand issues on a daily basis using a range of information reports. A key task of the role is undertaking work and effectively managing patients through multiple National and Local IT systems, providing expert working knowledge and understanding whilst supporting patient care, other departments and service users.
The role will responsible for the placing orders for office equipment, medical equipment and staff training. You will be required to ensure procurement processes are followed, with orders placed, their progress monitored and receipt processed in a timely manner to avoid delays and a negative patient and staff experience.
Please see detailed job description and person specification attached for details of main duties of the job
The Therapies Outpatient services are working hard to ensure that we put patient care and their rehabilitation at the heart of everything we do. We are on an exciting improvement journey and can offer you a rewarding, flexible and supportive role in assisting with the delivery and provision of a full range of rehabilitation services within East Kent.
We are currently recruiting into an exciting administration position working amongst some of the many outpatient therapies services, including Physiotherapy and Occupational Therapy. You will have an opportunity to work amongst the administration team providing an efficient and streamlined service for patients.
We offer a full package of benefits, including a car lease scheme; on-site childcare; generous annual leave in line with NHS terms and conditions; high street and public transport discounts; a 24/7 staff support service - and the little things that make life easier, like on-site Amazon lockers and fresh fruit and veg stalls.
- Communication/Patient Experience: • Answer and respond to internal and external telephone enquiries received in a professional and timely manner, promoting excellent customer service skills.
- Providing excellent customer service using scripts to follow processes and listening skills to ensure quality patient experience and satisfy their need.
- Assisting recording and responding to patient needs such as Interpreter services via email to support AIS (Accessible Information Standard).
- Inviting patient feedback and refer the views of patients, relatives and staff about the standard of care to the line manager.
- Working in a person-centred way with all members of the healthcare team.
- Planning & Organisation: • Preparing clinical records for clinics.
- Liaising with Transport Services for patients as and when required.
- Updating PAS system for the purpose of recording all patient activity and patient personal data.
- Assisting with enquiries from clinical teams.
- To monitor the progression of any orders for equipment, both medical and non medical, and staff training and respond quickly to resolve any issues in their delivery.
- Progression of Patient Pathway: • To support the Trust in achieving both National and local NHS standards including the 18-week RTT by booking in accordance to the relevant sub-specialities within Therapies. All referrals and appointments must be booked accurately in line with Standard Operating Procedures and agreed with the patient to adhere to the Patient Access Policy.
- Ensuring all DNAs are discharged or re-appointed, as directed by the clinician in accordance with Patient Access Policy.
- To identify private, overseas and inter-provider patient referral and follow procedures in place.
- To assist in ensuring all clinic outcome forms are cached up in line with the Trust Policy.
- Personal Development: • Develop and maintain a competency folder.
- Give feedback on any study days attended to enable sharing of knowledge.
- Participate in an annual performance review with relevant updates and to follow a personal development plan as agreed with line-manager.
- Undertake all mandatory training.
- Freedom To Act: • Guidance by Standard Operating procedures to use initiative to deal with patient enquires and seek advice if necessary.
- Values & Behaviours: • Upholding Trust values and “We Care”.