Detailed job description and main responsibilities

JOB PURPOSE

The job holder will provide administrative and clerical support across the service handling the more complex issues and ensuring that all patient referrals, outpatient appointments, clinic changes and urgent return bookings are actioned in accordance with the Patient Access Policy and that all data is collected and entered accurately onto the appropriate IT systems.

The job holder will have extensive communication with clinical and secretarial staff to act as a point of reference offering expertise and guidance to other team members in relation to complex pathway decisions. They will have particular responsibility for ensuring urgent referrals and all clinic change requests are actioned in accordance with timescales, policies and standard operating procedures.

The job holder will ensure that outpatient activity data is recorded accurately, that urgent return appointment bookings are done without delay and that any capacity issues are monitored, escalated and followed-up directly with the relative Clinical Service Unit (CSU).

The job holder will ensure that outpatient activity data is recorded accurately, that urgent return appointment bookings are done without delay and that any capacity issues are monitored, escalated and followed-up directly with the relative Clinical Service Unit (CSU).

The jobholder will contribute to the development of efficient and lean processes to ensure an efficient service, duties will include the training and supervision of administrative teams, the management of Inter Provider Transfers (IPTs) and support to reception services when required.

The job holder will deal with telephone calls regarding appointments from patients, staff, and other Health Care Providers, ensuring that they are dealt with accurately, in a timely, polite and courteous manner. The job holder will be required to work cross site in both St Lukes Hospital and Bradford Royal Infirmary and may be required to offer support to our outreach hospitals in Eccleshill and West Wood Park.

3.            JOB DIMENSIONS

The Central Patient Booking Service is a Trust wide centralised administrative team handling referrals into the Trust across all Divisions. Each year the Trust handles in excess of 600,000 appointments (a mix of new and follow up appointments) across 40 Specialties.

The purpose of the centralised team will be to provide patients accessing the service with a high quality patient experience ensuring that they receive a first class service, offering appropriate choice of appointment and adhering to the priorities for clinical need and chronological booking.

The centralised team will have approximately 160 staff covering all aspects of the administrative processes from referral to outpatient appointments to reception, clinic preparation and Medical records all providing a key function within the Central Patient Booking Service.

Specifically this role covers the complex administrative and clerical duties associated with the Referral, Outpatient and Reception booking processes with particular focus on the urgent and fast track cancer referrals. The job holder will be required to be competent in all aspects of the administrative functions across these areas.

As part of the Central Patient Booking Service - (Referrals / OP Booking / Reception/ERS/Rescheduling)

the job holder will:

·         Be responsible for the delivery of all tasks requested of them in the delivery of the Central Patient Booking Service.

·         As a senior member of the delivery team the job holder will be expected to lead by example in demonstrating a professional set of behaviours.

·         Foster a professional approach to the work required as per the requirements of the Team Coordinator.

·         Ensure the junior members of the team are supported in the delivery of the service within the set Standard Operating Procedures

·         Take ownership of any issues preventing the delivery of service standards.

·         Be responsible and take ownership of any issues preventing the booking or scheduling of appointments (new and follow-up), or Reception return bookings

and escalate where required.

·         Ensure that if tasks are at risk of missing deadlines corrective action is taken and escalated where required.

·         Act as liaison between CPBS and CSU and be able to confidently communicate with senior members of clinical and administrative staff

·         Manage the processing of Inter Provider Transfers (IPT) across the services

·         Be the first line of support for reception cover when required

·         Be responsible and provide ERS support to the ERS team manager. To work with CSU’s on any ERS workloads and requests and take ownership of creating worklists, streamling workflows through the system.

·         Provide a Trust wide service for all users in the provision of clinic set up on EPR. This will entail maintaining accurate quality entries onto a patient information system.