Additionally, the Officer will be responsible for data management, processing referrals and appointment requests, and adhering to confidentiality standards. The role demands strong interpersonal skills for handling inquiries, resolving patient issues, and fostering collaborative relationships across departments. The successful candidate will also participate in ongoing professional development and team initiatives to enhance service delivery and patient attendance. The position requires flexibility, attention to detail, and a commitment to providing a high-quality, patient-centered service.
The post holder will work within a large team supporting the Waiting List admitted patient and outpatient operations for the Planned Care Division in the Trust. He/ she will liaise with the multi-disciplinary team, internal departments, external agencies and other service users to ensure continuity in achieving excellence in patient care and to ensure that the performance targets for admitted patient and outpatient waiting lists, waiting times, operating list and clinic capacity and admissions / appointments are met and monitored. The post holder will be expected to rotate on a regular basis between telephony, administrative and reception duties and will work a variety of shift patterns in line with service needs.
- To be responsible through carrying out administrative duties in the Waiting List Office and designated reception areas, for ensuring the day-to-day co-ordination of all admitted patient and outpatient attendances, ensuring a high quality, efficient and patient centred service.
- To fully involve the multidisciplinary teams in the planning of admissions and outpatient appointments, ensuring that the patient is provided with appropriate information regarding their admission / attendance.
- Maintain thorough and accurate records of all correspondence with patients throughout their admission and outpatient process.
- To ensure that admitted patients are booked into the appropriate pre-assessment appointment service and liaise with the clinical staff as required, ensuring the clinic to run smoothly and effectively.
About us
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Main Duties and Responsibilities
1. Waiting List Management
To be responsible through carrying out administrative duties in the Waiting List Office to ensuring the day-to-day co-ordination of all admitted patient and outpatient attendances, ensuring a high quality, efficient and patient centred service.
To fully involve the multidisciplinary teams in the planning of admissions and outpatient appointments, ensuring that the patient is 1 provided with appropriate information regarding their admission / attendance.
Maintain thorough and accurate records of all correspondence with patients throughout their admission
To ensure that admitted patients are booked into the appropriate pre assessment appointment service and liaise with the clinical staff as required, ensuring the clinic to run smoothly and effectively
Responsible for ensuring that admitted patient and outpatient waiting times across the specialities are constantly monitored in line with performance targets
Responsible for recognising potential future breaches to waiting times targets ensuring these are brought to the appropriate management contact within the Waiting List team.
Responsible for advising the Team Leader and Assistant Service Manager of capacity issues that might negatively impact on patient admission.
Responsible for ensuring that all referrals and outpatient appointment requests are processed in line with departmental procedures, including cancer referrals.
To ensure that all patient demographics are checked and updated to meet recognised data quality standards
Responsible for the amendment, cancellation and rescheduling of all relevant admission and appointment types as directed
To deal effectively with GDP/GP/Consultant queries regarding patient admissions, appointments and details for all operating lists.
To identify the needs of patients in conjunction with their admission / outpatient episode, i.e. language barriers, anxiety, carer / dependant issues.
To adhere to Trust and National RTT waiting list targets and Trust Patient Access policy.
To actively participate in all initiatives to maximise patient attendance
To maintain cancellation/short notice system for patients to maximise utilisation of capacity as per Division policy.
To escalate in a timely and accurate fashion any utilisation and/or waiting list pressures to the Team Leader and Assistant Service Manager.
To work with and assist the Team Leader and Assistant Service Manager in developing good working practices and procedures 3 across the department to meet Trust and National initiatives (i.e. Booked Admissions)
2. Systems and Data Management
To be responsible for accuracy of waiting lists/activity and to action any errors
To validate waiting list information as required in relation to Trust guidelines ensuring that all patients are fit and still requiring admission
Ensure that all patient data is recorded and amended in line with Trust Policy
To maintain Trust agreed standards of data in relation to patient confidentiality and legislation.
To assist in monitoring and developing the quality of clinical coding; to assist in ensuring performance targets are met using Trust IT systems [i.e. EPIC] and other associate systems and working in partnership with clinicians and the Trust coding team.
To maintain strict confidentiality of staff and patient records, in line with Trust Policy: any unauthorised breach of confidentiality will result in disciplinary action
To ensure that acceptable standards of data protection are maintained, in accordance with the Data Protection Act
3. Communication and Representation
To ensure maintenance of good relationships, communications and teamwork with all disciplines within the department and other departments of the hospital maintaining confidentiality at all times.
To answer telephone enquiries and to resolve patient issues and concerns where possible informally.
To report any adverse incidents or complaints to the Assistant Service Manager.
To be polite, courteous and aware of noise levels at all times.
To ensure the telephone is answered within the agreed time in line with the Trust greeting policy.
The post holder must act in such a way to promote a positive image of Kings Healthcare at all times. This job description is not conclusive and will be regularly reviewed with the post holder. The post holder will carry out their duties as an employee and service provider with due regard to Kings Healthcares policies and procedures. The job description will be subject to periodic review and amendment in consultation with the post holder.
4. Personal Development
To demonstrate an insight into own development, contributing to the process of identifying own educational and training needs in conjunction with line manager and the development of personal development plan.
To attend and actively participate in team meetings
5. General
To be part of the Waiting List team and provide support to the department to ensure work of both the team and individual performance targets are met and maintained.
Work across allocated areas of responsibility to ensure that targets are met and maintained
Practice a flexible approach to working methods to ensure that team targets are met and maintained.
To assist in covering Waiting List roles within the department as required.
To assist with the training of new members of staff within the departmen
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