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Job description

This post is part of a professional multi-skilled team, working within the appointment booking, prepping & reception team within the Maxillofacial, Restorative, Orthodontic and Paediatric Dentistry Departments. The key responsibilities of this role are to provide clerical, reception & PTL review duties for all dental specialties.

The key responsibilities of this role are;

• To ensure that all appointments are booked in accordance with Trust waiting list policies.
• This post requires concentration when ensuring patients are given an appointment within the national guidelines, as provided on PTL (Patient Target Lists)
• To ensure all new and follow up outpatient sessions are partially booked in accordance with specific clinical booking rules and trust policies.

The candidate will be working as part of a professional multi-skilled team; consisting of four key specialties, Maxillofacial, Restorative, Orthodontic and Paediatric dental services.

The post holder will primarily be working within the outpatient booking team, managing a PTL, booking/rescheduling appointments and making/receiving patient telephone enquires.

The clerical team work very closely with one another across two offices. All other staff groups are situated within the department, including secretarial and clinical staff.

Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS at Risk staff throughout Devon who is able to display recent relevant experience as dictated by the Person Specification.

Waiting List Management

To ensure that all appointments are booked in accordance with Trust waiting list policies.

To ensure that suspected cancer 2-week wait patients are booked within policy guidelines.

This post requires concentration when ensuring patients are given an appointment within the national guidelines, as provided on PTL (Patient Target Lists) The post holder must advise Service Line or Specialty Coordinator if the clinic capacity is insufficient to accommodate number of appointments required and ensure individuals are kept informed.

To ensure that patients are given sufficient notification of appointment, as set out in waiting list policies.

To ensure that all information is entered in a timely and accurate manner, in accordance with the data quality standards and Data Protection Act 1998.

To ensure that all patients who fail to attend appointments (DNA’s) are managed in accordance with the trust DNA policy.

To ensure all new outpatient sessions are partially booked in accordance with specific clinical booking rules and trust policies and where patients cancel their appointment at short notice to endeavour to fill the slot with another patient in order to utilise clinic capacity.

To ensure that all follow up patients that are on a waiting list are booked in accordance with specific clinical booking rules and trust policies. Where follow up waiting list has not yet been implemented to ensure that patients are managed and booked according to the clinic profiles.

To ensure that all changes to the clinic booking rules have been agreed with Service lines.

Post holders will be given a regular clinic workload, but would be expected to cover irregular clinics as requested by Specialty Coordinator

To undertake other duties within the post holders competence/career development plan as may be necessary from time to time, as determined by Specialty Coordinator

Other Responsibilities

To ensure that a firm understanding is obtained of Trust Waiting List & Access policies and be able to work to this guidance.

To ensure that an Individual Performance Review is obtained from the Specialty Coordinator on an annual basis.

To attend meetings with all levels of staff, including monthly service line meetings when you are required to provide updates and any required changes.

To assist in informal training by showing other members of staff, locums or NVQ students the job as requested.

To receive and deal with confidential telephone enquiries from patients and be able to handle patients’ complaints. Patients may be anxious or difficult to communicate with and there may also be language barriers.

To ensure that an individual performance review is obtained from the supervising line manager on an annual basis.

The post holder would be trained on the job through a combination of instruction and practice and by attending Patient Case note, Information Governance and iPM training.

To ensure that a clear understanding is obtained surrounding data quality and data protection and be able to work to this guidance.

To follow the correct procedure as outlined in the appropriate APN when identifying a patient with an alert on iPM.

To ensure that the Patient Document Tracing (PDT) system is kept up to date with the movement of patient case notes both into and out of the department.

To follow Trust procedures for the requesting of patient case notes in time to ensure adequate preparation. Once received organising contents of the patient case notes to comply with the Trust standard filing format.

To action any post, telephone, e-mail or written requests for patient case notes promptly from other areas/hospitals.

It is everyone’s responsibility to ensure that any loose filing is placed in the appropriate section of the patient case notes and to repair any damaged case notes.

Action Data Quality reports that are sent out by Specialty Coordinator weekly.