Appointments Clerk

Detailed job description and main responsibilities

• Responsible for processing all referrals sent to the Appointments Office. Register details on HISS in a timely manner and check for duplication of referrals. Liaise with the appropriate departments for missing information or queries and ensure referrals have been allocated to the correct specialty and consultant. Communicating with patients who fail to contact the Trust within agreed timescales or cancel/DNA their appointment, according to national and local standards
• Deal with incoming and outgoing telephone calls, providing a quality telephone service for patients, GP surgeries and other stakeholders and be able to utilise the Appointments telephony system to its full potential.
• Responsible for registering and/or linking on HISS all follow-up appointments to the correct pathway to ensure referral to treatment data is recorded correctly.
• Telephone patients to negotiate all patient appointments, offering a choice of dates and time whilst adhering to clinical requirements e.g., correct clinic code, length of time for appointment, observing all booking rules and waiting time targets.
• Responsible for the reduction and/or cancellation of clinic schedules on HISS and eReferrals upon receipt of notification, liaising with the patient and any necessary Trust personnel. Contact patients in relation to short notice hospital cancellations by telephone and arrange hand delivered letters where phone contact cannot be made; still ensuring that patients are seen within national and local targets. If targets cannot be achieved, liaise with team supervisor.
• Responsible for adding patients to the Outpatient waiting lists where appropriate.
• Responsible for booking appointments for patients in chronological order from the waiting list.
• Check all patient demographics when contact is made with patients on the telephone and update the HISS system. Access the Summary Care Record in order to maintain accurate patient details.
• Accurate collection and recording of data, ensuring any errors are clearly identified and corrected, including patient demographics. Ensure high levels of accuracy are maintained for data quality.
• To ensure clinic capacity is fully utilised and that any under or over capacity is identified to the relevant Supervisor.
• To understand the principles of eReferral adhering to the national guidance around 'Choice'.
• To understand how eReferral appointments differ from booking paper referrals; specifically the variable administration processes for managing these appointments.
• Monitor and action eReferral worklists on a daily basis, supporting the Appointments team and working to agreed contingency measures in the event of the automated system not being available for HISS or eReferrals.
• Be committed to continuous improvement of data quality, taking personal responsibility for the quality of service provided and to contribute towards and support service improvement.
• Participate in system for reminding patients of their appointment dates
• Ensure DNA's are actioned in line with Trust Policy.
• Effectively manage incoming and outgoing post within the department, redirecting mail where necessary including the retrieval and delivery of post to various departments as and when required.
• General clerical duties including, filing, faxing, photocopying, scanning and electronic filing and storage and retrieval on the Trust’s shared drives, as well as delivery of referrals to various departments.
• To undertake to carry out the above duties in accordance with the Trust Confidentiality Policy and be aware of the Data Protection Act, Caldicott and Freedom of Information Policies.
• Provide flexibility in terms of hours worked in accordance with the needs of the service. Offer a telephone service between the hours of 8 am and 8 pm.
• Have the ability to concentrate on various tasks and prioritise whilst working in an unpredictable environment.
• Have a good level of keyboard and word processing skills.
• To provide cover for colleagues by being flexible.
• Responsible for the completion of Incident Reports where necessary (IR1’s/Datix).
• Be available and aware of major incident procedures.
• Liaise with the relevant staff to ensure that referrals, appointments, and queries are processed efficiently and correctly and in a timely manner.
• To undertake to act in a professional and polite manner ensuring good customer care at all times. To liaise with patients, relatives and other disciplines of staff and departments internally and externally maintaining confidentiality, using tact and persuasive skills.
• Maintain good relationships communicating with all disciplines within the Trust and maintain good relationships and effective communication with patients, relatives, and carers. The main methods of communication will be via the telephone, letter, or email.
• Actively participate in departmental and in other group meetings.
• To have a good level of knowledge of Microsoft office packages such as Word, Excel, and Outlook in order to manage referrals and booking requests.
• To undertake to use the HISS System, eReferrals, Appointments telephony system, scanners, Envoy, and other departmental systems.
• To undertake to attend relevant training courses internal and external and to participate in the Personal Development Plan process.
• Take responsibility for pursuing his/her own development in accordance with an agreed Personal Development Plan and keep up to date with current issues and development within the division.
• Attend and complete all mandatory training and update sessions including mandatory modules on the National Learning Management System (NLMS, previously known as VLE).
• To undertake to comply with all Trust policies and departmental procedures and with particular regard to Health & Safety and fire prevention and not to do anything that endangers yourself or others.
• Be able to use all appropriate office equipment and to ensure that adequate stationery levels are maintained.
• Be able to use all appropriate office equipment and to ensure that adequate stationery levels are maintained