The post holder will provide a quality service for all patients who reach the service. The post holder will be responsible for ensuring that both new and follow up appointments are processed in a timely, efficient and accurate manner and that clinics are booked in line with service requirements and national guidelines. The post holder will be the first point of call for patients querying their appointments and will be required to provide an efficient telephone service to the general public and all staff.
To ensure accurate data recording with regards to outpatient appointments using the Patient Administration System (PAS), E-Referrals and other systems. This will also include the provision of administration support to the patient management centre, directorates and clinicians.The main duties of this job description are explained, however, these will continue to evolve as the Patient Management Centre develops to meet corporate objectives and NHS targets.
1. To update patient information accurately onto the patient care system as it arises, e.g. from staff, patients or General Practitioners.
2. As part of a team, to be responsible for making appointments for patients and re- arranging appointments as appropriate, or to take patient details for further appointments to be made.
3. To provide the patient with the most appropriate appointment, having taken into account their individual needs and circumstances, as well as waiting times and Referral to Treatment targets.
4. To action any requests from directorates in relation to clinic coordination using the PAS and the NHS e-Referral Service (e-RS).
5. To ensure the necessary documentation for a patient’s registration is completed avoiding duplicate registrations.
6. Develop knowledge and understanding of both Trust and National Access Targets in particular the Referral to Treatment pathways for clinical services and a sound understanding of the Trust’s Access Policy.
7. Ability to use local hospital systems, NHS spine and the NHS e-Referral Service (e-RS) to fulfil the duties of this role.
8. To deal with any communications and problems this may arise from various sources to include dealing with difficult patients. To be aware of the Trust’s policy on handling complaints and to comply accordingly.
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of “excellent health care, improved health for all”. We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Please refer to the attached job description for full details of the main duties and responsibilities that the post holder is required to undertake
