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Detailed job description and main responsibilities

·         To receive, process, download and action all Validation responses in a timely and accurate manner. Using MS Forms to retrieve this information daily. 

• To ensure that any patient information is updated on IPM accurately to ensure all future correspondence is sent to the patients correct address and all telephone communication is made to the correct number or person.

• To manage inbound and outbound telephone calls to/from patients in an efficient and patient focussed manner. This will be across all specialties within the trust.

• To provide a good level of customer service at all times (calls are monitored to ensure standards are being met).

• To support with Pre-appointment call reminders, ensure patients are aware of their up coming Outpatient Appointment and confirming their attendance. Following Trust policies and procedures if the patient wishes to rebook.

• To cancel and rearrange appointments as requested by patients as appropriate following the rules as set out in the Access Policy for Planned Care Services.

• When rebooking a patient’s appointment at short notice to ensure that the patient case notes are requested, and the relevant prepping clerk is informed. Working in line with relevant policies, procedures and APNs linked to this process.

• To ensure all patients (those over the age of 18) on a New Outpatient waiting list who have requested to be removed from the waiting list, are removed accurately and the patient and GP are made aware of this by sending an OP Removal from waiting list letter. That the waiting list and referral entries are closed on IPM accurately.

• To communicate all patient removal requests for those under the age of 18, (whose parent/career/guardian have requested removal from the OP New waiting list) are sent to the relevant Service line leads. Ensuring clear and precise guidance is provided to ensure these patients are clinically reviewed prior to being removed.

• To communicate all Inpatient /Daycase and Fup waiting list, patient-initiated removal requests to the relevant Service line leads. Ensuring clear and precise guidance is provided to ensure these patients are clinically reviewed prior to being removed. 

·         To communicate all responses whereby a patient has requested a clinical discussion with the specified Service line. Ensuring clear and precise guidance is provided to ensure these patients are contacted in a timely and efficient manner. 

• The post holder is responsible for the monitoring of any unactioned removal from waiting list and clinical discussion requests. Analysing data to review this information and escalating to the Outpatient Performance Support Manager.

·         To ensure that all emails are actioned daily, and any complaints are escalates to the Outpatient Support manager to action. Providing clear and accurate replies in a timely and professional manner. 

• To prioritise own workload and work without supervision.

• Be able to handle patient complaints recognising that some patients may be anxious or difficult to communicate with and there may also be language barriers.

• The post holder would be trained on the job through a combination of instruction and practice and by attending Access Policy for Planned Care Services, Casenote, Information Governance and iPM training.

• To ensure that a firm understanding is obtained of all administration procedures in the Access Policy and Service Line Agreements.

• To ensure that an Individual Performance Review is obtained from the supervising line manager on an annual basis.

·         To undertake other duties within the post holders competence/career development plan as may be necessary from time to time, as determined by the Outpatient Support Manager or/and by the Head of Business Admin & Projects. Often supporting other admin duties, projects, and Departments across the Trust.