Job Description

The post holder is responsible for booking patient appointments, visits and associated administrative duties. In addition, the post holder will support the referral, triage and appointment booking processes using Trust systems and waiting lists to contact and offer patients appointments and assist and support the Matron/ Shift Leader with day-to-day clerical activities at the ward level. The successful candidate maybe required to work flexible shift patterns including overnight work.



Assist and support the department with day-to-day clerical activities.



Act as the first point of contact for the patients dealing appropriately with all communications and tasks, including sensitive issues.



Answering the telephone and dealing appropriately with all enquiries,



Maintain the admission, discharge, and transfer activity of all patients within the department.



Use Trust systems, including waiting lists and patient tracking list information, to ensure patients are booked and scheduled in the correct order.



Arrange patient follow-up appointments as directed by medical / nursing staff.



Enter data and maintain of safeguarding database, ensuring information is updated in a timely manner.



Deliver high customer service in all interactions with patients, their relatives, carers and staff to ensure the highest patient privacy and dignity standards.



Patient Record Maintenance- Ensuring correct and accurate personal details are up to date on all patient documentation.



Follow Trust policy in relation to processes for assessment and management of potential overseas visitors, including the accurate recording of information and escalation of concerns to the line manager.



Use local and national systems to enable the booking and scheduling of appointments.



Maintain an up-to-date electronic and paper office filing system appropriate to the relevant department and undertake the filing of patient records.



Assist the ward staff with general administrative duties,



Liverpool Women's NHS Foundation Trust delivers the highest standards of care for women, babies and families. Each year we deliver over 7,500 babies, carry out over 49,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly & preterm newborns, perform around 1,000 IVF cycles and have over 4,000 genetic appointments taking place. We believe that this along with a strong dedication to research & innovation makes us the specialist health provider of choice in Europe for women, babies and families.



We have some of the leading experts in their field, which has been showcased on national TV and news, making our teams famous across the world for professionalism, skill & compassion.



The Trust is constantly innovating and evolving it's services to provide the most cutting edge and modern care possible. As well as developing services on our current site we have long-term aspirations for the future. We have recently launched a number of new strategies which provide a detailed long-term plan for our services.



Check out why Liverpool Women's NHS Foundation Trust is a great place to work using the links below:

Video:

https://vimeo.com/556197652

Online brochure:

https://www.liverpoolwomens.nhs.uk/media/4121/recruitment-pack-great-place-to-work-16pp-v4-final.pdf



Role



The post holder is responsible for booking patient appointments, visits and associated administrative duties. In addition, the post holder will support the referral, triage and appointment booking processes using Trust systems and waiting lists to contact and offer patients appointments and assist and support the Matron/ Shift Leader with day-to-day clerical activities at the ward level.



The successful candidate will-



Be able to deal face to face and on the telephone with a wide range of public and professional staff courteously and professionally and always maintain confidentially.



Undertake clerical duties answering the telephone and relaying messages and enquiries promptly.



Provide effective verbal, written and electronic communications.



Main Duties and Responsibilities



Assisting and supporting the Matron/ Shift Leader with day-to-day clerical activities.



Act as the first point of contact for the patients dealing appropriately with all communications and tasks, including sensitive issues.



Answering the telephone and dealing appropriately with all enquiries, redirecting to relevant staff and departments in a timely manner.



Deal with incoming telephone calls from expectant/ new mums, other relatives, midwives, GP surgeries and other hospital trusts.



Maintain the admission, discharge, and transfer activity of all patients within the department.



Use Trust systems, including waiting list and patient tracking list information, to ensure patients are booked and scheduled in the correct order.



Arrange patient follow-up appointments as directed by medical / nursing staff, informing patients of appointments.



Escalate issues related to the booking and scheduling of patient appointments in agreed timescales to supervisory and management staff.



Handle enquiries from patients and staff concerning appointment booking and scheduling through a variety of media, although predominantly through telephone



Enter data and maintain of safeguarding database, ensuring information is updated in a timely manner.



Liaising with other departments and staff to obtain /deliver information relating to patients and department management.



Deliver a high level of customer service in all interactions with patients, their relatives, carers and staff to ensure the highest standards in respect of patient privacy and dignity.



Ensures data entry onto Trust systems is consistent with workflows and follows standard operating procedures.



Patient Record Maintenance- Ensuring correct and accurate personal details are up to date on all patient documentation.



Follow departmental policies and standard operating procedures for the undertaking of work tasks and duties.



Support Trust and departmental processes for reviewing and managing data quality issues related to booking and scheduling activity.



Follow Trust policy in relation to processes for assessment and management of potential overseas visitors, including the accurate recording of information and escalation of concerns to the line manager.



Use local and national systems such as the NHS Spine, CRIS, Meditech, K2 and other systems to enable the booking and scheduling of appointments.



Maintain an up-to-date electronic and paper office filing system appropriate to the relevant department and undertake the filing of patient records following the Trusts Records Management Policy and the filing responsibilities for each clinical area.



Assist the ward staff with general administrative duties, e.g. photocopying, dealing with department mail and distributing as required. Submit requests for case notes stored off-site.



Maintain ward stationary stock levels as required

Other Responsibilities:

Operate within the required behaviours and values of the Trust leading by example in delivering the service's performance.



Manage workload in agreement with the line manager.



Communicate and establish working relationships as appropriate concerning workload, activities, and job roles with colleagues within the service and wider Trust.



Undertake general administration support within the service as required and directed by the line manager.



The content of this represents an outline of the post only and is, therefore, not a precise catalogue of duties and responsibilities. The is therefore intended to be flexible and is subject to review and amendment in the light of changing circumstances following consultation with the post holder.