To provide comprehensive administration services to support all functions of St Mark’s Out-patient Booking Hub in delivering an effective and timely referral management and appointment booking service for referrers and to support patients and patient carers through the patient pathway for a range of clinical services.
The post holder will be required to undertake a range of tasks, including effective appointment booking, accurate data input on the relevant clinical system, processing of referrals, uploading and processing of clinical information, the use of scripts and involvement in service improvement projects on an ad hoc basis. The post holder is required to ensure that all duties are carried out to a high professional standard whilst delivering a friendly, patient-centred service.
There is a long term strategy for integration of Acute and Community, resulting in all staff at the PAC being able to provide a comprehensive referral management and appointment booking service across both Community and Acute services
- To deal with incoming calls; communicating information to patients, relatives, and the general public in a calm professional manner consistent with Trust policies and procedures, whilst presenting a positive image of the service.
- To follow the Trust standard process when booking appointments for patients, ensuring that the patient is offered an appointment with an appropriate clinician and choice of location where possible, recording the appointment on the Community clinical system as per operational procedure.
- Retrieval of voicemail messages and emails on a daily basis, ensuring appropriate redirection or escalation in a timely manner.
- To send appointment notifications and reminders to patients using appropriate communication methods as outlined in the operational policy, including e-mail, letter and text messaging via the clinical system.
- To send discharge letters and other correspondence to patients and referrers as necessary.
- To escalate patient complaints to the Service Manager if the patients issues cannot be resolved.
- Regularly inform referrers and patients of current service waiting times and escalate any issues as necessary.
- To manage challenging conversations with patients when informing them of necessary appointment cancellations.
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
“ We operate a joint recruitment hub across the North West London Acute Provider Collaborative Group. As part of this, your application and personal data may be shared with partner trusts within the group for recruitment and workforce purposes, in line with general data protection regulation (GDPR).”
Please see role profile for information regarding the main duties of the job role.
