Job Description

To provide an effective and efficient booking service. To be the first point of contact for patient calls. PRINCIPAL ACCOUNTABILITIESProviding an OPD appointment service to new and existing patients of the Trust. Liaising with PAs in ensuring the efficient use of outpatient capacity by monitoring of clinic schedules.



Dealing with patient queries and ensuring calls are routed to the appropriate person in Patient Administration. Supporting key function of clinic template management. ORGANISATIONAL Patient experience: Providing an effective and efficient service to patients booking OPD appointments in accordance with communicated KPIs Ensuring inpatient appointment details are communicated in a timely manner in accordance with communicated KPIs Providing an efficient and professional manner when dealing with patient queries Maintaining the confidentiality of patient information at all time Teamworking: Working with the PAs in ensuring referrals are dealt with in a timely and professional manner and in accordance with communicated KPIs Coordinating cover of duties across the service lines during periods of holiday and / or sickness. Supporting other team members in providing an efficient and effective administration service to patients and Consultants.

Communication:

Communicating with patients and patient relatives over the telephone, responding to their queries in a caring, sensitive and reassuring manner. Use initiative when dealing with and resolving patient enquiries, escalating as appropriate. Providing information to the management team when requested and use initiative to escalate any issues as appropriate. Communicating with GPs other external agencies Providing information to staff in other departments Escalating issues to the PAs and Team Leader as appropriate.

Policy & Service Development:

Being aware of and adhering to administrative procedures and protocols relevant to the post. Observing the provisions of and adhering to all Trust policies and procedures Providing comments on, implement and adhere to secretarial / administrative procedures and protocols. Data Management: Recording all information as required on PAS including amendments Using Outpatient Waiting List functionality on PAS. QUALITY Training: Attending mandatory training in accordance with Trust policy Participating in in-house training and updating of skills as required Demonstrating on going learning and development related to the role GENERAL STATEMENTS Attending team meetings where required Maintaining confidentiality and abide by the Data Protection Act.



Being familiar with and following health and safety policy and procedures and to be aware of individual responsibilities under legislation, drawing any areas of potential risk to the attention of managers Ensuring completion of timely PDR/Appraisal process with designated line manager Being able to demonstrate Trust values and behaviours (outlined in staff handbook) at all times Undertaking any other duties which are deemed appropriate to the band. The above indicates the main duties of the post which may be reviewed in the light of experience and development within the service. Any review will be undertaken in conjunction with the postholder. CONFIDENTIALITY All employees must adhere to policies and procedures relating to Information Governance, Confidentiality and Information Security.



RISK MANAGEMENTThe Trust is committed to approaching the control of risks in a strategic and organised manner. The post holder must be aware of their individual responsibilities as detailed in the Trusts Risk Management, Health & Safety and Incident policies, and those under the Health and Safety at Work Act. This includes the reporting of any untoward incident, accident, potential or actual hazard identified. SAFEGUARDING All staff are required to be familiar with the arrangements for safeguarding children, young people and vulnerable adults and support the organisation in promoting the welfare of children, young people and vulnerable adults.



Staff working directly with children, young people and vulnerable adults will have a responsibility to ensure safeguarding and promoting their welfare forms an integral part of their duties. Staff who come into contact with children, vulnerable adults, parents and carers in the course of their work and/or have access to records will have responsibilities to safeguard and promote the welfare of children, young people and vulnerable adults. Staff who come into contact in the course of their duties, with parents, carers or other significant adults or children, young people and vulnerable adults should always be mindful of safeguarding and promotion of the welfare of these individuals. HEALTH AND WELLBEING The Trust is a Health Promoting Hospital.



The Trust expects that when you are presented with opportunities to improve the lifestyle of our patients you seek help from appropriately trained clinical staff to ensure patients are supported and assisted in making the necessary lifestyle changes. This is in accordance with best practice as described in the DoH white paper Choosing Health Making Healthy Choices Easier. EQUAL OPPORTUNITIES The Liverpool Heart & Chest Hospital NHS Foundation Trust is committed to achieving equal opportunities. All employees are expected to observe this policy in relation to the public and fellow employees.



All staff are expected to adhere to, and act in accordance with, the values & behaviours of the Trust. This document is intended to be used as a guide to the general scope of duties involved in this post. It is not exhaustive and should not therefore be used as a rigid specification. It will be kept under review and amended as required in consultation with the post holder.