The post holder will be responsible for providing support in the following main areas:
- Clinic Booking and Administration
- Information Management
Post-holders will be responsible for the booking and management of patients into Community Clinics including Minor Surgery, Ophthalmology, Dermatology etc. Referrals booked and managed through Choose and Book, E-RS system.
They will also be responsible for the booking and administration of patients into secondary care for a variety of services, working as part of an efficient and effective expanding team for services offered at the Referral Management and Booking Services which will allow the team to fulfil its objectives.
The post holder will be required to lead and effectively manage own area of clinical data activity and extract and report on data at varying levels of detail as required to assist in monitoring and reporting. The post holder will also be required to set up databases for the collation of this data and review existing methods of clinical data capture within their own area.
Clinic Booking and Administration
- To be responsible for receiving, processing, and co-ordinating referrals, and scheduling community clinics that are managed by the RMBS. This involves liaising with clinicians and external health professionals and providing a range of related support services. This includes re-booking and revising clinics as requested through Choose and Book, E-RS system, and any new clinics that will come through the development of the service.
- To be responsible for co-ordinating the triage process, dealing with and resolving queries from clinicians regarding onward booking process.
- To be responsible for offering choice and booking cataract appointments in discussion with patients, and maintenance of the relevant database.
- To be responsible for booking of Practitioners with Special Interest (GPSI) appointments in discussion with patients.
- To provide non-clinical advice and information about clinic appointments, procedures and arrangements, responding to patients’ questions, concerns, complaints and queries over the telephone, and occasionally in person, resolving issues as appropriate and escalating them to the line manager as required.
- To be pro-active in reminding patients of appointment slots as necessary to ensure maximum attendance, reducing DNA’s.
- To act as a first point of contact for all enquiries, sometimes of a highly confidential nature, screening/filtering enquiries, taking accurate and full messages as appropriate and referring as necessary
- To ensure that all telephone and personal enquiries are dealt with appropriately, in a confident and positive customer care approach
- To be responsible for data input as required, maintaining databases for TOPS, and providing practitioners with appropriate approval codes.
- To be responsible for information processing including the updating of monitoring forms, checking waiting list records and monitoring clinic status.
- To undertake, as directed, the collection of appropriate data and statistics for the use of the RMBS.
- To create databases as necessary and to maintain, validate and update them as related to RMBS functions.
- To follow the Safehaven policy and abide by the Data Protection Act and confidentiality guidelines at all times.
- To be responsible for effectively leading and managing in own specific area of clinical activity data management; refining, reviewing and reporting data
- To extract data and set up databases for the collation of information as requested by the Information and Finance Departments and to present this in a suitable format.
- To perform ad hoc data extraction and analysis as requested in order to investigate and monitor specific usage/trends.
- To periodically review data extraction methods and databases in order to keep data quality up to date and relevant, looking for new ways to manage own clinical data area.
- The post holder must be able to recognise the importance of confidentiality and sensitivity of issues at all times and is able to act, using the utmost discretion.
- Assimilate, manage and communicate a wide range of information, some of which will be sensitive and complex and may involve matters relating to individual staff or patient matters or to matters of commercial confidence.
- Communicate with tact, understanding and discretion with members of the public/NHS colleagues/patients/carers/staff when dealing with enquiries/complaints
- Plan for situations which are known and to be able to re-prioritise work to accommodate unexpected situations and interruptions
- Work independently on all aspects of the role, managing own workload and exercising maximum autonomy and control whilst recognising when it is appropriate to seek advice or assistance
- To create referral forms to map and follow GP referral flow chart process, (Map of Medicine) checking individual forms to ensure pathways adhered to and reporting on any variances.
- To maintain quality in own work, and encourage others to do the same
- To use initiative to create workarounds to improve processes and procedures where systems may not be able to be altered.
- To ensure all post and NHS emails that are for the RMBS are sorted and dealt with including faxes (via paper or fax utility)
- To be responsible for a designated area of work, managing own workload, as delegated by the RMBS Supervisor.
- To be responsible and accountable for all aspects of own workload and to support new staff and other members of team.
- To review and maintain appropriate filing systems associated with the bookings service and associated clinics, and undertaking other administrative duties by agreement such as recording of absence reports and annual leave for the Team and printing weekly diary charts
- Play a pro-active role in ensuring the smooth running of all office systems
- To take delegated responsibility from the Business Support Officer, Chief Executive and BHL Directors for specific tasks and projects and activities as may reasonably be required from time to time commensurate with the grade of the post.
Hours: 37.5 hours per week (to work Monday to Friday between the hours of 08:00 and 18:00, Saturdays 09:00 to 12:00 on a rota basis)
Annual Leave: On appointment 27 days and 8 Public Holidays, after 5 years 29 days and 8 Public Holidays, after 10 years 33 days and 8 Public Holidays
Pension: % of salary according to pay group (optional)
Terms & Conditions: In accordance with Bexley Health’s Terms of Conditions of Employment as laid down in the contract and BHL Handbook
Responsible To: RMBS Supervisor