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Job description

Post Title: Administrator

Grade: Band 2

Salary: £22,383 per annum

Department: Central Patient Booking Service

Location and Hours:

• Various across BTHFT sites
• Full-time 37.5 hours per week

An element of flexibility may be required

Most attractive aspect of the Post:
The Patient Booking Service is a Trust wide centralised admin team handling referrals, outpatient appointment booking and reception services. We have some exciting opportunities arising within our administrative teams for anyone enjoying contact via the telephone with patients, their relatives and carers, GP’s and other service providers we work with closely.

Brief Description of the Role:
The job holder will provide telephone and administrative support across the service. This includes dealing with telephone queries, post, printing referrals and appointment letters, arranging transport and interpreters, cancelling or rescheduling appointments and updating patient information on the Trust’s Electronic Patient Record system.

Summary of most important Experience/Skills/Qualifications required:

You will be a customer service-focused administrator who has worked with and provided services to the general public and has extensive experience of doing so via the telephone. You will have the ability to demonstrate excellent telephone communication and customer service skills, working knowledge of computers, data input and word processing ideally within an NHS / Healthcare environment and dealing with patients.

You must be flexible and be prepared to cover other admin and Reception services at BRI / SLH / outreach facilities if needed.

The salary and Terms & Conditions of service for this post(s) is/are subject to change in line with “Agenda for Change” – the new NHS Pay & Rewards system.

We can offer staff gymnasiums on both hospital sites, pension scheme including life assurance cover and advice on childcare.

Appointing Officer: Janet Powell (Service Manager – CPBS)

The Central Patient Booking Service (with the exception of some teams) will operate during the hours 8:30am to 5:00pm Monday to Friday, excluding bank holidays. The job holder will be required to work flexibly to support the needs of the service.

Bradford Teaching Hospitals NHS Foundation Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.

By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Bradford Teaching Hospitals NHS Foundation Trust this is your opportunity to be a part of that change.

WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnership’s ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.

The post holder will undertake some of the following duties dependent upon which team they join, but over time will be trained to become multi-skilled across all areas.

To action all referrals in accordance with the specialty acceptance criteria ensuring accurate data recording on Trust systems and timely onward transmission to the reviewing consultant to ensure that the RTT targets times are achieved.

To actively monitor and chase the return of referrals to ensure that patients are booked in for their appointment as soon as practically possible and to ensure that any issues are immediately escalated to the Senior Administrator for resolution.

To action rejected and accepted referrals in accordance with the policy and processes ensuring that all Trust systems are updated accurately and waiting list entries are not duplicated.

To contact patients by telephone in the first instance to offer a choice of appointment date and time ensuring that the appropriate RTT clock stops and starts are applied dependant on the outcome of the contact. Patient contact must be made in accordance with the Patient Access Policy. All contact attempts must be recorded accurately recorded on Trust systems.

Review and action entries on the outpatient PTL ensuring corrective actions are taken in a timely manner to guarantee the integrity of the RTT reporting. To perform the booking in procedures ensuring that patients ID checks are undertaken in accordance with policy and procedures.

To provide a reception service dealing with members of the public, face to face, ensuring the delivery of an effective and efficient Outpatient Service. To maintain a professional manner and appearance at all times.

Monitor that all patients booked onto a clinic have an outcome recorded on the Trust IT systems. Discuss clinic outcome requirements with Medical staff and Nursing staff and where appropriate query decisions when incorrect RTT codes and outcome requests have been applied.

Ensure that all telephone calls are dealt with in a timely, polite and courteous manner, ensuring patients and staff enquiries are dealt with professionally and amending reports where appropriate. Any messages taken are clear and concise and where unable to assist the caller immediately, investigations to be carried out and a return call made to give accurate updates.

Ensure all appointments are made within the given deadlines particularly in relation to fast track cancer and urgent cases and giving feedback to supervisors where targets are not being met. To liaise with Medical Secretaries, Medical staff, Trust departments, other Health Care providers and outside agencies in making, amending and cancelling new and review appointments.

To use the Trust IT system and any localised systems to book and send appointments following guidance and instructions from Consultants and Clinicians ensuring that patients have individual appointment times in line with the NHS waiting time targets.

Where appropriate, locate all medical records required for clinic, ensuring the correct tracking procedure is carried out for all case notes using the Trust IT system.

In accordance with Trust policy, book interpreters and transportation as requested by the referring clinician and ensure that any bookings are cancelled/ amended in the light of appointment changes. Escalate to the Senior Administrator any requests that are outside of policy in order that these can be resolved.

To action all appointment booking requests made and ensure that the correct communication is made with the patient.

Work within Trust and Department standards and policies. This includes written and verbal instructions.

To recognise and deal with difficult situations and utilise procedures and policies to minimise violent and aggressive behaviour.

To ensure patients are treated in accordance with the Disability Discrimination Act and that facilities are made available to ensure equity of treatment.

To handle issues and complaints raised by patients and visitors in a courteous professional manner escalating to the relevant Team Coordinator if appropriate.

To have knowledge of the Patient Advisory Liaison Service (PALS): when, how and why it can be accessed.

General filing, photocopying, faxing, sorting incoming mail and despatching documents by post and email.

Provide cover for absent clerical staff within the department.

To ensure confidentiality of information relating to patients, relatives and staff.

To be able to resolve contentious issues in a professional manner, and any such other duties at a comparable level of responsibility, as may normally be agreed with the job holder.