Therapies Receptionist & Outpatient Appointment Co-Ordinator

Job description

Job summary

We are looking for anexperienced, motivated receptionist and outpatient appointment co-ordinator to join ourTherapy Services Department admin team.

This is a fantastic opportunityto join our Physiotherapy and Occupational Therapy Outpatients Team on a12-month fixed-term contract or a secondment, based at Worcestershire Royal Hospital.Successful applicants will work across two of the three Trust sites; working 2 days at WRH and 2 days at KTC. The role will include receptionduties and collaborating with supervisors, managers, the therapy team,multidisciplinary staff, patients, carers, and other agencies.

You will play an important rolein leading the reception team and providing effective administrative supportensuring processes meet the needs of service users and the Trust.

We seek someone who is positive,compassionate, approachable, flexible, and able to build strong workingrelationships for patient care and service improvement. We operateacross several electronic systems to ensure accurate record-keeping, and youmust be able to concentrate in a busy working environment. We are a friendly,supportive team and aim to support you in working flexibly within the needs ofthe service to support the number of hours required.

Main duties of the job

To act as receptionist and appointments co-ordinator for the outpatient therapy department, providing supervision of more junior staff e.g. apprentices, band 2s. To efficiently and courteously deal with all patient enquiries, meeting, greeting and directing patients as appropriate. Maintenance of therapist's appointment diaries via PAS booking system, booking appointments and ensuring the efficient day to day administrtion of the front desk.

About us

Worcestershire Acute Hospitals NHS Trust is a largeacute and specialised hospital trust that provides a range of local acuteservices to the residents of Worcestershire and more specialised services to alarger population in Herefordshire and beyond.

The Trust operates hospital-based services fromthree sites in Kidderminster, Redditch and Worcester

Our workforce is more than 7,000 strong, and ourcaring staff are recognised as providing good and outstanding patient-centredcare. You could be one of them.

We are committed to recruiting the best people towork with us. Our values, which we ask all staff to demonstrate, underpin oureveryday work and remain firmly at the heart of all we do.

Being open and honest

Ensuring people feel cared for

Showing respect to everyone

We are committed to developing a culture of continuous improvement by embedding the principles of our Improvement System.

We are proud to have achieved Timewiseaccreditation - this means we are committed to embedding flexible workingwithin our organisation as a flex positive employer.

DBS Checks and Costs

Any applicants who are offered posts requiring aDBS check as part of their employment check will have the cost of this check(at the current rate) deducted from their salary. Please see link in SupportingInformation section for more details on DBS checks and costs.

Job description

Job responsibilities

Post Title: Therapies Receptionist & Outpatient AppointmentCo-Ordinator

Pay Band: Band 3

Hours: 30 hoursper week over 4 days

Contract: 12-monthfixed term or 12-month Secondment

Location/ Department: OutpatientTherapy Department, WAHT (2 days KTC and 2 days WRH)

Accountableto: Therapy Manager, Surgery

Reportsto:TherapiesReceptionist & Business Support Lead

Key Working Relationships:

Internal: Physiotherapists, Occupational Therapists, Therapy SupportWorkers, A&C staff and other Health Professionals.

External: Patients, Visitors, General Practitioners and Consultants.

RiskAssessment: This post involves working with display screenequipment for the majority

of thepost holders working hours.

The postholder will participate in non-patient manual handling activities includingbending, reaching and stooping.

There isregular need for prolonged concentration e.g. booking appointments.

Thers isoccasional involvement in distressing and emotional circumstances e.g. dealingwith complaints and angry and upset patients by telephone or in person.

Exposedto regular interruptions and unpredictable workload patterns.

Job Purpose: To act as Receptionist andAppointments Co-ordinator for the outpatient therapy Department, providingsupervision of more junior staff e.g. Apprentices, band 2s. To efficiently and courteously deal with allpatient enquiries, meeting, greeting and directing patients asappropriate. Maintenance of therapistsappointment diaries via PAS booking system, booking appointments and ensuringthe efficient day to day administration of the front desk.

Key Duties:

1.To manage the day to day running of the therapys receptionworking with other reception staff and the therapy team. The majority of thiswork will be undertaken at your base, but there may be a requirement to workacross sites based on your individual job role and/or cover sickness/leave.

2.To meet, greet and direct all patients and visitors to theDepartment.

3.To deal with the day-to-day incoming referrals. To ensure that all referrals contain therequired information to allow pathways to be linked and clock status to becorrected.

4.To ensure that referrals are added to the appropriate outpatienttherapies waiting list by speciality for clinical staff to prioritise themwithin the agreed timescales.

5.To ensure that patients receive an acknowledgement letter or areimmediately accepted/appointed in line with agreed booking processes,administrative procedures and the patient access policy.

6.To ensure that all patients receive the correct instructions andcorrespondence related to their therapies Appointment. To work with the teamlead / clinical lead in required changes to letter templates.

7.To ensure therapists dairies on PAS are outcomed at the end ofeach day.

8.To ensure that all inter-provider transfers are completedelectronically to the named nhs.net account within 48 hours of the decision torefer.

9.To cancel and reschedule patients or whole clinics in the event ofsickness / unforeseen circumstances requiring last minute changes

10. To regularly review thetherapies waiting lists to ensure that it is accurate and up to date,identifying any potential 18-week clock breaches, incorrect clock data andratify the unoutcomed appointments on a weekly basis informing the appropriateTeam Leader of any issues.

11. To regularly review thetherapies waiting list to update the appropriate Team Leaders in MSKOutpatients, Pelvic Health, Neurology, Rheumatology, Vestibular and Respiratorywith regards the waiting times for treatment.

12. On a monthly basis validateany patients that are showing as having waited longer than an agreed timeframeso that waiting time information submitted to the PCT is accurate.

13. To make new appointments asappropriate from the partial booking system for all patients referred to theoutpatient therapies service.

14. To receive patients atclinic reception, checking details and booking onto the patient administrationsystem. Booking patients out of clinicand/or making follow up appointments as directed by the therapists.

15. To action changes toindividual appointments whilst ensuring the patients are seen within the agreedclinical priority and that written confirmation is immediately sent. Thisinvolves the managing of messages received by digital platforms e.g. trust textmessage system

16. To maintain an accuratefiling system for patient records to facilitate retrieval as necessary.

17. To manage telephoneenquiries from patients, relatives, Medical Practitioners and Consultantsensuring that the appropriate action is taken including messages for therapystaff.

18. To telephone patients,sometimes at short notice, to offer them appointments or rescheduleappointments.

19. To ensure that letter,telephone and face to face communication with patients, colleagues and managersis professional, timely in line with health records policies and procedures.

20. To respond to any queriesand complaints from patients, managers or clinicians regarding clinics,referrals, bookings and waiting times, ensuring that any serious issues arepassed to the appropriate team leader.

21. To issue and file currenttreatment cards each day dealing with the DNAs, SOSs and cancellationsappropriately.

22. To monitor all outpatientclinics to ensure that all clinic slots are utilized to the maximum and wherenecessary fill any vacant slots and to prevent overbooking of clinics.

23. To alert appropriateindividual to order stock.

24. To supervise and developjunior administrative staff.

25. To liaise with colleagues toensure that there is adequate cover during holiday periods and where possiblesickness.

26. To ensure that all policiesand procedures are adhered to and training undertaken where new policies andprocedures are implemented. Those for Health Records, confidentiality andinformation security.

27. To make notes available tothe legal department as required

General Duties:

1.To participate in yearly appraisal.

2.Toreport any maintenance problems to appropriate agencies.

3.Todo other clerical duties to facilitate the smooth running of the outpatientdepartment e.g. maintenance of equipment loan records.

4.Toensure that general administrative work associated with referrals, appointmentsand waiting lists is undertaken according to the expected medical recordsstandards.

5.Dueto the shared nature of the department, welcome and redirect patients attendingother clinics.

6.Tocomplete microsession changes on PAS as required

7.Tocarry out any other duties, within the grade, as requested by other members ofyour team, Team Leaders, or Therapy Management.

Job description
Job responsibilities

Post Title: Therapies Receptionist & Outpatient AppointmentCo-Ordinator

Pay Band: Band 3

Hours: 30 hoursper week over 4 days

Contract: 12-monthfixed term or 12-month Secondment

Location/ Department: OutpatientTherapy Department, WAHT (2 days KTC and 2 days WRH)

Accountableto: Therapy Manager, Surgery

Reportsto:TherapiesReceptionist & Business Support Lead

Key Working Relationships:

Internal: Physiotherapists, Occupational Therapists, Therapy SupportWorkers, A&C staff and other Health Professionals.

External: Patients, Visitors, General Practitioners and Consultants.

RiskAssessment: This post involves working with display screenequipment for the majority

of thepost holders working hours.

The postholder will participate in non-patient manual handling activities includingbending, reaching and stooping.

There isregular need for prolonged concentration e.g. booking appointments.

Thers isoccasional involvement in distressing and emotional circumstances e.g. dealingwith complaints and angry and upset patients by telephone or in person.

Exposedto regular interruptions and unpredictable workload patterns.

Job Purpose: To act as Receptionist andAppointments Co-ordinator for the outpatient therapy Department, providingsupervision of more junior staff e.g. Apprentices, band 2s. To efficiently and courteously deal with allpatient enquiries, meeting, greeting and directing patients asappropriate. Maintenance of therapistsappointment diaries via PAS booking system, booking appointments and ensuringthe efficient day to day administration of the front desk.

Key Duties:

1.To manage the day to day running of the therapys receptionworking with other reception staff and the therapy team. The majority of thiswork will be undertaken at your base, but there may be a requirement to workacross sites based on your individual job role and/or cover sickness/leave.

2.To meet, greet and direct all patients and visitors to theDepartment.

3.To deal with the day-to-day incoming referrals. To ensure that all referrals contain therequired information to allow pathways to be linked and clock status to becorrected.

4.To ensure that referrals are added to the appropriate outpatienttherapies waiting list by speciality for clinical staff to prioritise themwithin the agreed timescales.

5.To ensure that patients receive an acknowledgement letter or areimmediately accepted/appointed in line with agreed booking processes,administrative procedures and the patient access policy.

6.To ensure that all patients receive the correct instructions andcorrespondence related to their therapies Appointment. To work with the teamlead / clinical lead in required changes to letter templates.

7.To ensure therapists dairies on PAS are outcomed at the end ofeach day.

8.To ensure that all inter-provider transfers are completedelectronically to the named nhs.net account within 48 hours of the decision torefer.

9.To cancel and reschedule patients or whole clinics in the event ofsickness / unforeseen circumstances requiring last minute changes

10. To regularly review thetherapies waiting lists to ensure that it is accurate and up to date,identifying any potential 18-week clock breaches, incorrect clock data andratify the unoutcomed appointments on a weekly basis informing the appropriateTeam Leader of any issues.

11. To regularly review thetherapies waiting list to update the appropriate Team Leaders in MSKOutpatients, Pelvic Health, Neurology, Rheumatology, Vestibular and Respiratorywith regards the waiting times for treatment.

12. On a monthly basis validateany patients that are showing as having waited longer than an agreed timeframeso that waiting time information submitted to the PCT is accurate.

13. To make new appointments asappropriate from the partial booking system for all patients referred to theoutpatient therapies service.

14. To receive patients atclinic reception, checking details and booking onto the patient administrationsystem. Booking patients out of clinicand/or making follow up appointments as directed by the therapists.

15. To action changes toindividual appointments whilst ensuring the patients are seen within the agreedclinical priority and that written confirmation is immediately sent. Thisinvolves the managing of messages received by digital platforms e.g. trust textmessage system

16. To maintain an accuratefiling system for patient records to facilitate retrieval as necessary.

17. To manage telephoneenquiries from patients, relatives, Medical Practitioners and Consultantsensuring that the appropriate action is taken including messages for therapystaff.

18. To telephone patients,sometimes at short notice, to offer them appointments or rescheduleappointments.

19. To ensure that letter,telephone and face to face communication with patients, colleagues and managersis professional, timely in line with health records policies and procedures.

20. To respond to any queriesand complaints from patients, managers or clinicians regarding clinics,referrals, bookings and waiting times, ensuring that any serious issues arepassed to the appropriate team leader.

21. To issue and file currenttreatment cards each day dealing with the DNAs, SOSs and cancellationsappropriately.

22. To monitor all outpatientclinics to ensure that all clinic slots are utilized to the maximum and wherenecessary fill any vacant slots and to prevent overbooking of clinics.

23. To alert appropriateindividual to order stock.

24. To supervise and developjunior administrative staff.

25. To liaise with colleagues toensure that there is adequate cover during holiday periods and where possiblesickness.

26. To ensure that all policiesand procedures are adhered to and training undertaken where new policies andprocedures are implemented. Those for Health Records, confidentiality andinformation security.

27. To make notes available tothe legal department as required

General Duties:

1.To participate in yearly appraisal.

2.Toreport any maintenance problems to appropriate agencies.

3.Todo other clerical duties to facilitate the smooth running of the outpatientdepartment e.g. maintenance of equipment loan records.

4.Toensure that general administrative work associated with referrals, appointmentsand waiting lists is undertaken according to the expected medical recordsstandards.

5.Dueto the shared nature of the department, welcome and redirect patients attendingother clinics.

6.Tocomplete microsession changes on PAS as required

7.Tocarry out any other duties, within the grade, as requested by other members ofyour team, Team Leaders, or Therapy Management.

Person Specification

Skills and Knowledge

Essential

• Ability to organise and prioritise workload
• Able to respond to enquiries appropriately
• Able to maintain departmental records

Qualifications

Essential

• RSA II or equivalent
• GCSE, grade C or above or equivalent in Maths and English
• Good knowledge of computerised systems

Desirable

• Customer Care training or equivalent

Other Job Requirements

Essential

• Ability to undertake the manual handling aspects of the role on a daily basis
• Willing to undertake in-house courses
• Awareness of Confidentiality and Information Governance
• Able to work hours/days required

Desirable

• Ability to travel / work across sites
• General understanding of relevant therapy store

Experience

Essential

• Evidence of previous clerical experience
• Good typing/word processing
• Familiar with Windows packages
• Experience of manual and digital filing systems

Desirable

• Reception experience
• Oasis/other hospital patient systems
• Previous NHS experience
• Previous experience of arranging appointments

Personal Qualities

Essential

• Ability to work in busy environment
• Adaptable-works well under pressure
• Good telephone manner
• Able to work as part of a team
• Good rapport with colleagues and patients
• Flexible approach to working pattern and duties
• Good communication skills-verbal and written

Person Specification
Skills and Knowledge

Essential

• Ability to organise and prioritise workload
• Able to respond to enquiries appropriately
• Able to maintain departmental records

Qualifications

Essential

• RSA II or equivalent
• GCSE, grade C or above or equivalent in Maths and English
• Good knowledge of computerised systems

Desirable

• Customer Care training or equivalent

Other Job Requirements

Essential

• Ability to undertake the manual handling aspects of the role on a daily basis
• Willing to undertake in-house courses
• Awareness of Confidentiality and Information Governance
• Able to work hours/days required

Desirable

• Ability to travel / work across sites
• General understanding of relevant therapy store

Experience

Essential

• Evidence of previous clerical experience
• Good typing/word processing
• Familiar with Windows packages
• Experience of manual and digital filing systems

Desirable

• Reception experience
• Oasis/other hospital patient systems
• Previous NHS experience
• Previous experience of arranging appointments

Personal Qualities

Essential

• Ability to work in busy environment
• Adaptable-works well under pressure
• Good telephone manner
• Able to work as part of a team
• Good rapport with colleagues and patients
• Flexible approach to working pattern and duties
• Good communication skills-verbal and written

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust
Address

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD

United Kingdom

Employer's website