The post holder will provide inpatient & outpatient bookings, administrative and clerical support to assist the Royal Surrey County Hospital Trust in delivering a quality outpatient appointment and admission service. The focus of the role is to ensure that the Trust meets its service deliverables and national operational targets specifically across the Cardiology Department within the Division of Access and Medicine. You will be liaising with patients face to face, over the telephone and be the first point of contact at the HASTE/ Pacing clinic reception desk. You will be required to use a variety of IT systems to ensure all clinics and lists are fully utilised, including the booking of patients onto waiting lists for medical procedures, diagnostics and arranging ward based beds for patients when appropriate.
In the role of Admission & Booking Co-ordinator you will be working autonomously to ensure the smooth day-to-day operation of the Haste Cardiology Service. You will be the first point of contact for patients making and rescheduling appointments according to available clinic and Cath lab capacity.
Ensuring full utilisation of all available outpatient clinic slots and escalating to lead Cardiac Physiologists to raise concerns when patients cannot be booked within a timely manner.
The post holder will validate every patient's 18 week RTT pathway when adding them to the waiting list to ensure that procedures are booked in a timely manner.
You will also be required to ensure that test results and clinical letters are processed to referrer appropriately, in preparation for the patient's attendance so that the clinical teams can make informed decisions about the patient's next stage of treatment.
You will liaise with a variety of hospital personnel dealing with enquires from consultants and other clinical staff and you will also be required to speak to GPs and other healthcare professionals external to the Trust.
The post holder will have the ability to manage and priorities their workload whilst being able to work under pressure, and be able to communicate with staff at all levels.
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme alongside a strong commitment to developing your career. Our diverse and welcoming Royal Surrey family ensures you feel valued from your initial interview and throughout your time with us.
We are clinically led and provide joined-up care by bridging hospital and community services, alongside delivering regional specialist cancer care. Our main acute hospital site is in Guildford, with community sites at Milford, Haslemere and Cranleigh, and services delivered in patients’ homes across Guildford and Waverley.
We work in partnership with Ashford & St Peter’s Hospitals NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.
The Care Quality Commission (CQC) has rated us as Outstanding. We are proud of our achievements and continue to invest in our people and infrastructure.
To learn more about life at Royal Surrey, please watch our short video: https://www.youtube.com/watch?v=R96pMboIYdo
Adverts may close early, so you are encouraged to apply as soon as possible.
- To rotate between appointments and clerical duties providing cross cover within the department
- Maintain DM01 waiting lists, escalating any related issues to Lead Cardiac Physiologist
- Deal with patient's enquiries
- To register the referral and patient details on Cerner ensuring a high level of data accuracy and amending data that is noticed as in accurate e.g. change of patient contact details or surname. To enter referrals ensuring they are entered onto the correct 'waiting time' group in compliance with national operational referral-to treatment (RTT) requirements.
- To book a patient Admission, Outpatient appointments or investigation with patients wither in person or over the phone in line with the clinician requirements and appropriate timelines.
- Be responsible for cancelling and re-scheduling patients at the request of the lead Cardiac Physiologists. This will involve making decisions for future bookings for the patient you will need to have an understanding of the department's medical priorities in order to plan these appropriately.
- Monitor Outpatient clinics / Cath Lab list on a weekly basis to ensure correct utilisation of appointment slots and to liaise with Lead Cardiac Physiologists.
- Have an up to date and competent understanding of referral-to-treatment (RTT) priorities; this includes waiting times by specialty and policies involving patient choice.
- Be open to future changes involving the booking of appointments and attend training when necessary.
- Participate in administration duties which include answering all calls into the department, from patients who may wish to reschedule or book their appointments, dealing with cancellation e-mails and post.
- Provide cover for colleagues during annual leave, sickness and busy periods and work as a Team. You may also be required to undertake job rotation for cross cover as well as for development and training purposes
- Be fully competent in the features of the hospital's Cerner and undergo further training when systems are updated and as the job requires.
- Pulling referrals and patient notes in preparation for the days clinics
- Sending appointment letters to ensure that patients are aware of their appointment dates and results to requesters via secure email/ post
- Ensure that patients are aware of their appointment dates and all relevant information
- Fully utilise all capacity and maintaining a list of patients who are fit, willing and able to come in at short notice
- Regularly informing the Lead cardiac Physiologists and flagging as a matter of urgency any issues. For example; capacity or delays due to internal or external factors, difficult queries from patients, etc.
- As directed, support the resolution of complaints or concerns from patients/carers by helping to collate information and work with the supervisor to respond or escalate appropriately.
- To undertake any other duties not specified within the job description as determined by the Lead Cardiac Physiologists.
- To be responsible for maintaining good telephone relationships / standards when dealing with telephone enquiries and ensuring appropriate action is taken
- Maintain Cerner in relation to appointment making, alterations and queries
- Provide and maintain sound filing system
- Prepare the office/ reception area for the following day, turning on/ off computers.
- IT skills to include accurate data entry on Cerner system, booking appointments.
- Display excellent communication skills, act in a professional manner with sensitivity and discretion both in person and on the telephone.
- Undertaking routine office duties including electronic note tracking, photocopying, faxing, filing of correspondence
- Assist in the training and induction for new and existing colleagues
- Take the initiative as and when required as well as working flexibly and adapting to the demands of the department/team as appropriate
- Liaise with relevant team members to ensure that any process changes run smoothly and efficiently.
- To work with the Medical Secretaries as appropriate
- Undertake any other appropriate duties commensurate with the role, as required at the request of your line manager.
