Job Description
The post holder will provide administrative/reception service support to facilitate the patient maternity pathway. The post holder will work flexibly across services to provide a booking service, process clinic changes, processing of referrals and undertaking a range of general admin tasks as and when required.
The post holder will build and maintain close working relationships across the maternity clinical and admin teams, using Standard Operating Procedures (SOP’s) to ensure functions of the role are carried out correctly and within given timescales.
The post holder will ensure accurate data recording using the Patient Administration System (PAS) to book outpatient events in accordance with clinical instruction.
All aspects of the work must be carried out in accordance with Trust policies and procedures in respect of maintaining patient confidentiality whilst upholding the Trusts WE CARE values.
Booking appointments within clinical timeframes using several systems to ensure accurate recording of data
Reception - meet and greet and act as first point of contact using several systems
Clinical Admin Generic duties including receiving telephone calls from distressed patients
Medical Records Service - providing casenotes at the point of care
You will join a large, reactive, hardworking team that thrives on providing an excellent support service in respect of patient care.
You will benefit from a flexible working pattern, working alongside likeminded people who strive to make each day an enjoyable experience.
The teams are involved by the use of Visual Staff Boards in any major changes to work processes
The management and supervisors are hands on operational team who maintain openness and transparency
Booking and Reception
- Liaise as appropriate with clinicians and clinical administration teams to ensure correct recording of patient appointments and pathways
- Provide an outpatient booking service, by using agreed processes to ensure effective use of clinic capacity in accordance with clinically instructed waiting times escalating where capacity does not allow
- Provide a professional, sensitive and courteous service for appointment and pathway enquiries, acting in line with policy and associated SOPs
- In accordance with agreed methods and timeframes, effectively communicate with patients/carers with appointment details
- Arrange patient transport and interpreters for outpatient appointments where appropriate.
- Process all referrals received in accordance with Trust referral management guidelines/SOP
- Respond to appointment queries in a timely manner in line with local agreed methods.
- Act as the communication hub for patient queries ensuring a high quality and professional service.
- To provide a warm and welcoming Reception Service, meeting and greeting all visitors to the department, providing advice and guidance as required.
- Ensure appropriate administrative actions for clinic outcomes in line with clinical instructions and SOPs
- Schedule appointments in line with clinical instruction and SOPs, liaising with other members of clinical administration teams where appropriate
- Communicate with patients/carers regarding appointments and waiting times, and effectively deal with enquiries where there may be barriers to understanding.
- Change or cancel appointments at the request of the patient
- Answer telephone queries, take messages, direct where appropriate; provide assistance directing visitors to the appropriate locations.
- Liaising with clinical admin teams, GP surgeries, other hospital departments and other Trusts, providing accurate and precise information and ensuring the accuracy of data is maintained on all relevant computer systems
- Register new attenders on the Patient Administration System (CaMIS) and prepare new sets of casenotes
- Pull and file medical records, using Terminal Digit Filing and location based filing systems; record casenote transfers on iFIT
- Ensuring patients casenotes are available at the point of care
- Restructure and repair casenotes in the approved order of filing
- Merge and amalgamate casenotes to ensure the correct/relevant volume is available at the point of care
- Responsible for ensuring casenotes are tagged and associated correctly and correcting any errors
- Have involvement towards the pulling of casenotes in line with the Retention Policy
- Retrieving and delivery casenotes to and from other departments and wards within the hospital sites
- Recording information relating to deceased patients and updating casenotes
- Co-ordinating casenotes received in the libraries to other departments/sites
- Attend/complete all mandatory training sessions, i.e. annual fire lecture/SET training, and be aware of any changes/upgrades to Trust Policies and Procedures
Clinical Admin Generic duties/responsibilities
- Application of relevant policies/SOPs to ensure consistent services are delivered
- Attend meetings for service development initiatives as required.
- Follow internal escalation processes.
- Attend/complete all mandatory training in accordance with Trust Policy and participate in the Trust’s Annual Appraisal.
- Liaise with any relevant member of the Trust or external to the Trust, as appropriate to your role to ensure efficient and timely flow of patient flow, in line with information governance policy.
- Contribution to achievement of local/national Key Performance Indicators relevant to the role.
- Liaise as appropriate to ensure correct system recording of patient demographic details in order to prevent data quality issues.
- Be aware of and adhere to the Trust’s Policies, Procedures and Disciplinary rules, and promote awareness amongst peers.
- To participate in training/induction of new staff.
- Be an active team member and undertake any other duties that may be reasonably requested to facilitate the smooth running of the Trust ensuring confidentiality at all times, maintaining good relationships with patients and other members of staff.