Job Description

This post holder will work as part of the Whittington Health Islington (RAS) which will include managing referrals on RIO, typing, general admin work and coordinating the appointments system.



Post holder will carry out basic triaging of calls and liaise with clinical service teams within the team t o ensure that patients are given appropriate information and followed up.



Post holder will also register, source and upload documents for new patients, book and reschedule appointments for all patients and process the outcomes from appointments.



Post holder will be competent in the use of the computer software RIO, including the cancellation and booking/rebooking of patients.



Post holder will represent the Rapid Access Service in a professional and friendly m anner, both on the phone and face to face. The post holder will be expected to always provide excellent customer care using Trust Customer Care Standards.



Post holder will also support the Community Clinical Staff in carrying out administrative duties.



Depending on the requirements of the team, the post holder may be required to work a shift pattern between the hours of 8am to 8pm in a 7-day service. The post holder will also be expected to travel across Whittington Health and London Borough of Islington council sites as required.



To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.



To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone



To gather key information from referrers and patients etc. who are calling the service, to be guided on to further questions by the information they provide. To gather all the information required for contact assessments and referral registration or for passing on messages.



To carry out an initial triage of patients using various algorithms provided by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams.



To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.



To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems



Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.



To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics.



To maintain accurate electronic records (and paper records where appropriate). For paper records, this may include maintaining effective filing systems.



Organising teaching and education days for staff; booking rooms and hospitality, advertising, booking in staff, photocopying materials, supporting logistics (in conjunction with systems admin team)



To administer incoming and outgoing post as necessary, and to undertake filing, archiving and other administrative roles. To be involved in continuous review of systems and processes.



To assist with analysis and monitoring of performance and activity, making use of a range of information.



Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic Emails.