Trac proudly powers the recruitment for
The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
About
With a worldwide reputation for innovation and research, The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust, provides the highest quality hospital care to patients locally, regionally and nationally. The surrounding geographical area includes Shropshire, Wales, Cheshire and the Midlands.
The Orthopaedic hospital mainly treats disorders of the bones, joints and muscles. Surgical areas comprise hip and knee replacement, foot, ankle and lower limb surgery, hand shoulder and upper limb surgery (including hand emergencies), spinal disorders, bone tumour and sports injury surgery. We host the regional centres for Spinal Injuries at the Midlands Centre for Spinal Injuries and the Regional Bone and Soft Tissue Tumour Service. Additionally we treat people with metabolic disorders (including osteoporosis) and those with inflammatory arthritis. We have a centre for children and provide specialist surgery and treatment for children and adolescents with orthopaedic or disorders affecting muscular development. The Trust also provides services for private patients within Ludlow Unit.
Our Values are:
Friendly
patients are always put at ease and made welcome
Excellence
the care we deliver has great outcomes for patients
Caring
we put the patient first and are considerate of their needs
Professional
we apply high professional standards to our work
Respect
for our patients and each other
Access Team Booking Coordinator
Accepting applications until: 30-Jul-2024 23:59
Vacancy status: Open
Accepting applications until: 30-Jul-2024 23:59
Key details
Location
- Site
- Robert Jones and Agnes Hunt Orthopaedic Hospital
- Town
- Oswestry
- Postcode
- SY10 7AG
- Major / Minor Region
- Shropshire
Contract type & working pattern
- Contract
- 9 months (Fixed Term - 9 Months)
- Hours
- Part time
- Flexible working
Salary
- Salary
- £22,816 - £24,336 pa pro rata
- Salary period
- Yearly
- Grade
- (Band 3)
Specialty
- Main area
- Admin
Here at the Robert Jones and Agnes Hunt Orthopaedic Trust, we are very proud of our reputation for providing outstanding care to our patients. Our continued success is accomplished through the skills and expertise of our staff, which is underpinned by our values: Friendly, Caring, Excellence, Professional and Respect. If your values align to ours, and you would like to join us in aspiring to deliver world class patient care, we would love to hear from you.
Job overview
The Outpatient Booking Office provides a patient focused and responsive contact point for patients, ensuring all appointments are booked within the specified time limits. Outpatient Booking Co-ordinators will manage their own delegated responsibility in operating a partial or full booking process receiving paper and electronic referrals for Outpatient specialties. They will have a lead responsibility for clinic management for a group of Consultants/Specialties and will be expected to provide cross cover to other Specialties in the absence of colleagues.
The Outpatient Booking Co-ordinator will manage and co-ordinate the outpatient pathway from the acceptance of the referral, through to the outpatient appointment. To ensure appointments are booked according to the Consultants protocols, booking policies and procedures. Contributing to the overall efficient and effective running of all designated clinics.
Maintaining a clear and robust outpatient waiting list, monitoring clinic capacity to treat all patients on the outpatient waiting list, working closely with the Outpatient Team Leader and Administrative Service Manager.
Applications from job seekers who require current Skilled Worker Sponsorship to work in the UK are welcome and will be considered alongside all other applications. Job seekers should be aware that not all roles will be eligible for Skilled Worker Sponsorship. For further information visit UK Visas and Immigration - GOV.UK (www.gov.uk).
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Key Tasks:
- Assigned to specific Consultant Surgeons but there is an expectation that staff will provide support and cover during periods of leave for colleagues, including other departments.
- Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images.
- Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse
- Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork.
- To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked
- To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking and closing patient’s episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline.
Working for our organisation
Our aim is to aspire to deliver world class patient care, and we want talented, dedicated and passionate people to help us achieve this.
Our continued success is accomplished through the skills and expertise of our staff, which is underpinned by our values: Friendly, Caring, Excellence, Professional and Respect. If your values align to ours, and you would like to join us in aspiring to deliver world class patient care, we would love to hear from you.
Joining RJAH is more than just a job – we want our people to have the best opportunities to thrive in their role.
Whether you're starting out in your career, or have a wealth of experience – we’re always looking to recruit outstanding individuals in a range of clinical areas, as well as support and administrative roles.
We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to state-of-the-art facilities and outstanding professional development opportunities.
RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham.
Shropshire is also one of the most attractive parts of the country, with a rich historic culture and excellent transport links. The hospital is located on a site outside Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line.
Detailed job description and main responsibilities
Key Tasks:
- Assigned to specific Consultant Surgeons but there is an expectation that staff will provide support and cover during periods of leave for colleagues, including other departments.
- Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms and escalating these to consultants.
- Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse
- Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.
- To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked
- To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking and closing patient’s episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline
- To be responsible for authorised over booking where appropriate, ensuing priority of patients is considered through reviewing several databases and consideration a range of options, such as diagnostics, new and old patients and patients in trouble, seeking assistance from the Outpatient Team Leader or Administrative Service Manager when needed.
- Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team as necessary.
- Ensure all relevant documentation is scanned onto EPR and filed as appropriate.
- Liaise with Team Leader regularly to receive updates on waiting times and discuss and make recommendations to improve waiting list management.
- Provide a daily report on the status of the outpatient waiting list for consultants to whom you are assigned.
- Ensure that patients receive all the relevant documentation pertaining to their appointment.
- Plan and liaise with consultants regarding appointments to enable prioritisation of work.
- Whilst arranging appointment dates use knowledge of clinic capacity.
- To constantly work adhering to the Access Policy, keeping abreast of changes as communicated by Senior Staff.
- Ensuring Choose and Book appointments are booked in correctly, where not, ensuring the appointment is rescheduled appropriately and the patient is informed.
- Re-arrange or cancel full clinics as directed by the operational team (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.
- Re-arrange or cancel clinic appointments as requested by the patient (with and without consultant consultation) where appropriate ensuring full utilisation of remaining clinics.
- Provide detailed information for clinicians regarding their waiting lists.
- Provide a high level of customer care exchanging information with patients and staff regarding outpatient processes and procedures, such as discussions around individual needs, such as adjustments for patient appointments.
- Liaise with the Head of Patient Access and Administrative Services Managers to ensure all clinics are utilised and planned efficiently. Notify Consultants on any factors they made need to know resulting in their clinic being affected.
- To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.
- Ensure all clinic appointments are outcomed correctly from either the clinical outcome form or once the clinic dictation is typed.
- Communicate with the discharge team to ensure follow-up appointments are booked at a requested point of time, balancing needs and requirements such clinic capacity and Consultant availability.
- Escalate appropriate issues to Consultants, operational Management, Team Leader &/or Administrative Service Manager.
- Regularly deal with queries from anxious patients or relatives (gaining appropriate confirmation of patients permission do so) when giving difficult messages such as delays to appointments which can often be met with high emotion, then requiring staff to utilise empathy and direct as appropriate.
- Deal with Outpatient teams inboxes daily along with personal email, responding in a prompt and correct manner.
- Participate in providing training within the Department, making sure individual training matrix is up to date.
- Maintain Lorenzo details and update patient details.
- Liaise with the Outpatient resource team re: changes, bookings, cancellations. This is to ensure that resources can be appropriately reallocated as necessary.
- Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic.
- Participate in maintaining physical waiting list filing and general healthcare record filing system.
- Provide support to the Head of Patient Access, Administrative Services manager and Team Leader.
- To participate in general administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning and any other technology that may be introduced to support the Trusts systems and processes
- To contribute to the ongoing service improvement plans and policies for Outpatients, being open to changes to current practices and offering input into meetings/workshops as required.
- Participate in mandatory training and induction programmes as well as staff appraisal and objective setting
- Expected to concentrate for long periods of time (up to 2 hours), undertaking outcomes and analysis of Patient Target List.
- Individuals can expect frequent interruptions from patients calling the department and also colleagues requiring urgent support.
- There will be occasional exposure to verbal aggression whilst communicating unwelcomed news which can be challenging such as delays to appointments.
- Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.
Important
Your application form must include a complete record of your employment history. Please explain any gaps in your employment/education history and reasons for these gaps. The Trust maintains the right to withdraw an employment offer or terminate employment if it is later found that an application for employment contained false, mis-leading or inaccurate information. For the avoidance of doubt this would include omissions of previous periods of employment or reasons given for gaps in employment.
Please be aware that we reserve the right to close this job advert early where sufficient applications have been received.
For Information
The Robert Jones and Agnes Hunt Orthopaedic Hospital NHSFT embraces diversity, equality and inclusion and our aim is to be diverse in age, gender identity, race, sexual orientation, physical or mental ability and ethnicity.
We are committed to ensuring disabled workers aren’t disadvantaged when applying for and doing their jobs and offer an interview to all applicants with a disability who meet the minimum criteria for the advertised post. Reasonable adjustments under the Equality Act 2010 will be considered upon request.
Midlands and Lancashire Commissioning Support Unit (MLCSU) process recruitment on behalf of Robert Jones Agnes Hunt. Further information on how your personal data is managed can be found on the supporting Privacy Notice.
Your application will be made in Trac, the MLCSU's preferred third party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs and also available in your candidate account.
If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
In submitting an application form to Trac, you are giving your consent for parts of your application data to be transferred to the NHS Electronic Staff Record (ESR) and other secure, internal NHS Workforce systems. This is to support and manage your recruitment and employment within your employing organisation. You also authorise the RJAH Hospital NHS Foundation Trust to confirm any previous NHS service details via the Electronic Staff Record IAT process should you be appointed to the post.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Person specification
Qualifications/Training
Essential criteria
- Understanding of Microsoft Office / Competent in use of ICT.
- GCSE English C grade or above. GCSE Maths C grade or above. GCSE ICT C grade or above
Experience
Essential criteria
- Reception / formal office experience.
- Microsoft Office computer software.
Desirable criteria
- Previous experience of Medical Records Department
Skills and Competencies
Essential criteria
- The ability to prioritise and organise workloads to meet business requirements and customer demands.
- The ability to write and legibly to external customer and internal colleagues using plain English.
- To be able to listen effectively and to provide a clear, concise and accurate information.
- The ability to work confidently using own initiative.
- Excellent written and verbal communication skills.
- Numeracy proficient
- Strong interpersonal skills
- Able to sort accurately into numerical and alphabetical order
- Tact and discretion when dealing with sensitive and confidential information
Desirable criteria
- Able to use a variety of hospital computer systems, including PAS and SF4
Knowledge
Essential criteria
- Knowledge of Microsoft Office / Competent in use of ICT
- Knowledge of out patient booking systems
Personal Qualities & Trust Values
Essential criteria
- To exemplify the Trust Values: Friendly – patients, colleagues, public are always put at ease and made welcome Excellence – ensure the care we deliver has great outcomes for patients Caring - put the patient first and be considerate of their needs Professional - apply high professional standards to your role Respect - for patients and each other
- Willing to participate in on-going training.
Further details / informal visits contact
- Name
- Emma Key
- Job title
- Administrative Service Manager
- Email address
- [email protected]
- Telephone number
- 01691404312
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