Outpatient Administrator/Receptionist

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

1. Communication and Patient Liaison 
   Communicate clearly, effectively and compassionately with the multidisciplinary team, patients and their family, visitors or carers, in line with the Trust’s values.   Manage and answer telephone calls related to the service in a courteous and prompt manner, taking telephone messages and passing on written or verbal information to patients.   Resolve simple queries, using judgement to determine when to pass the caller on to a member of the clinical team. 
   Act as a point of contact for the department or specialty, dealing with queries from stakeholders and passing on relevant information to appropriate team members as required. Receive and respond to patient e-mail queries, monitoring, managing and triaging 
   email. Plus managing the physical post and ‘In-Basket’. 
    Escalate complex queries, providing reassurance, an expected response time, and further contact details as appropriate.  
   Sending no contact letters, ad hoc letters completed by the consultant which are generated to insurance companies etc. which are a To Whom It May Concern. 
2. Reception Duties and responsibilities 
   General 
   To welcome and receive all patients and visitors attending,  
   Taking appropriate details and ensuring details are correct within Epic. 
   To give general advice about the services, where to refer and how to access services to both patients and health care professionals. 
   Make appointments, and ensuring the appointment outcomes are captured within Epic. 
   To make, cancel or rebook appointments for specialist clinicians within the Epic system.  
   To organise additional services for patients as required, such as interpreters and transport
3.  Clinic Flow Management  
   Track patient movements and add activities to be completed during visit on to Epic.  
   Use secure chat to communicate with clinicians and wider team during clinic. 
   Liaise with clinicians and wider MDT team to ensure smooth running of clinic. 
   View Waiting list which is automatically created as part of order placement by clinician. 
   Review End of Day Report to identify any unsigned visits and escalate to Service 
   Manager for completion. 
   Monitor rejected referrals work queue and action rejected referrals. 
4. . Coordinating Patient Care 
   PTL/Workqueue monitoring / updating / escalating where patient pathway issues are 
   identified if not within their scope to resolve.  
   Responsible for booking of patient’s appointments, throughout their patient pathway. 
   Corresponding with patients, practices and internal staff.  
   Conduct reminder calls to patients, rearranging appointments where necessary in order to prevent non-attendances.  
   Management of patient correspondence via text reminder services.  
   Responsible for checking all patients are accurately recorded on the waiting list on the Epic system and escalate where issues are identified to the appropriate team 
   member.  
   Responsible for accessing appointment booking and referral systems for all routine and urgent outpatient appointments 
   Responsible for checking orders list on Epic system daily ensuring appointments are made within the required timescales, appropriately escalating if required. 
   Sending correspondence to patients, GPs, or others involved in the care of a patient, in a timely manner. 
   Process and register referrals, booking outpatient appointments within Epic. 
   To book interpreters as required. 
   Collate required patient information at the request of clinical teams.  
   Use dedicated scheduling work queues in Epic use filters to personalise and data will 
   be refreshed dynamically as demand and activity fluctuate.  
   Use work queues for scheduling and multiple work queues exist in Epic to guide scheduling e.g. new appointments, cancel and rebook, DNA new rebook. 
   Contact patient to agree appointment while checking patient details in work queue. 
   Use MyChart functionality to enable patient to book date and time of appointment based on WL trigger. 
   Agree appointment with patient in line with access policy and add comments pertinent 
   to appointment scheduling/pt care. 
   View appointment slots based on triage decisions in line with Epic clinic code structure which allows mix of appointment types and modes.  
   Manage appointment communication via SMS confirmation and reminders centrally as part of clinic code set up. 
   Manage all letters which will be automatically batch printed via digital printer once a day. 
   Insert optional smart text where specific instructions needed for patients.  
   Use work queues to action patient initiated cancellations and change requests via SMS 
   or MyChart. 
   4. Supporting Clinical Teams 
   Management of clinical staff inboxes and flagging of high priority correspondence.  
   Management of virtual clinics, where applicable.  
   Monitoring of ‘InBasket’ function for internal correspondence.  
   Monitoring relevant work queues relating to the service. 
   Coordinating of clinic template amendment / cancellation forms.  
   Booking patients in line with clinical diaries as per local processes.  
   Attendance at meetings when required.  
   5. Data Management, Data Quality and Systems Responsibilities 
   Input and access information on Epic as required.  
   Ability to use Epic accurately, inputting data and editing entries as required.  
5.  Record and capture patient information appropriately and in line with Standard Operating Procedures.  
   Ensure patient demographics are correct by checking with the patient at every encounter, highlighting any duplicate records and escalating to the supervisor.  
   Supporting patients to successfully register on MyChart App, and signpost them to existing Helpdesk for issue.  
   Supporting data quality workstreams and work-queues where appropriate.