About this role
Job summary
We are looking for a pro-active, motivated individual who enjoys working in a challenging and busy environment in Plastic Surgery within the Specialist Surgery Directorate. The successful candidate will need to have experience of working in the NHS and knowledge of the 18-week wait Pathway. Applicants should be well organised with excellent communicational skills and able to work well under pressure and be a key team player. The appointed candidate will be responsible for booking new patient appointments by priority and date order, uploading referral for clinical triage, pathway management for 18-week RTT and management of our Outpatient PTL (Patient Tracking List). The post is vital to the delivery of timely, consistent, high quality care for patients. Computer literacy and good customer service skills are a must although full training will be given.
Main duties of the job
Main duties of the job
Ensure accurate and comprehensive patient records and clinical details including outpatient referrals are added onto EPR in a timely manner, according to agreed standards, (the Trusts' Elective Access Policy and Data Quality). Book appointments on EPR as per Trust procedures in line with the Trusts Elective Access Policy and ensure all referrals are clinically triaged within 48 hours. Ensure that patients on ERS (Electronic Referral System) are given appointment dates in accordance with clinical priority and length of wait, and that patients on the ASI list are managed accordingly. Ensure that the appropriate action is taken following both patient and hospital cancellations, such that the utilisation of elective capacity is maximised. Ensure that the patients' 18 week RTT pathway is correct on EPR before undertaking any changes. Be responsible for managing designated patient tracking lists (PTL) and attend weekly PTL meetings with the management teams. To ensure all clinician annual leave and changes in outpatient sessions are accurately recorded Take a lead to resolve clinic cancellation issues by communicating with colleagues and arranging cover or alternative clinics where required. The post holder is expected to develop an understanding of the Trust Elective Access Policy and related procedures, and to make a positive contribution to the ongoing development of elective administration processes. Code for internal use only: YBZ8W6S
About us
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence, and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
In 2023NHS England launched its first sexual safety charter, and our Trust proudly signed it. We pledge zero tolerance for inappropriate sexual behaviour and commit to the ten core principles
Oxford University Hospitals promotes a safe, respectful hiring environment.
If you want to make a difference with us, come and join our team. Together, we will uphold the highest standards of care and professionalism.
Job description Job responsibilities
All Consultants, clinicians and nurses are required to give a minimum 6 week notice period of any clinic alterations. Ensure that any requests outside this period are highlighted to the Team Leader. Keep an accurate record of all Consultants, clinicians and nurses leave requests and detailed accounts of reasons for clinic cancellations. Ensure that any clinic changes are actioned inline with local processes. This role requires a high level of concentration to be maintained, precise, analytical, accurate detailed work and regular emotional effort when initiating and responding to patients on the telephone and via NetCall. An understanding of medical terminology will be of benefit. To receive and make telephone calls and take appropriate action/discussion with appropriate staff maintaining a friendly, professional and courteous manner at all times. These conversations can often be of a distressing nature. Maintaining filing system and other basic office duties. The post holder must exercise judgement to analyse and resolve problems. The post holder is required to work unsupervised and is expected to plan and organise his/her own time. Provision of information and advice to patients and relatives about appointments, both new and follow up, exercising judgement when dealing with patient enquiries. Be responsible for communicating cancellations to all relevant parties with the reasons for cancellation. Develop protocol for offering cancellation places to appropriate patients. Will be asked to show flexibility should the need arise when providing cross-cover for other members of the Outpatient Booking teams during times of leave/sickness and when required. Provide training to new staff under direction of the Team Leader. Must at all times respect the confidentiality of all electronically stored information and written data, particularly where it relates to patients (in line with the Data Protection and Patient Confidentiality policies) Is required at all times to carry out their individual responsibilities with due regard to the Trust Equal Opportunities and to take reasonable care of his/her own health and safety and that of any other person(s) who may be affected by his/her acts of omission. With particular reference to Trust Health and Safety Policy notes. Any other reasonable duties requested by the Management team. On occasions, it may be necessary for the post holder to assist other administrative departments within the Service.
Person Specification
Education/Qualifications Essential
Education to A level or equivalent (NVQ 3) or equivalent training/experience
Desirable
NVQ4 IT qualifications e.g. ECDL (obtained or working towards)
Experience/Skills Essential
Up to date experience of MS Windows and common application programmes (e.g. Word, Excel, PowerPoint) Excellent diary maintenance scheduling skills Excellent communication skills both written and verbal Excellent understanding of medical terminology An understanding of outpatient waiting list management NHS experience An understanding of Elective Access Referral to Treatment Pathways
Desirable
Project Management skills Willingness to develop computer technology skills Trust's Elective Access Policy EPR Experience
Abilities Essential
Excellent organisational ability Ability to prioritise Innovative Able to work independently and as a member of a team Flexible approach to team work and working hours Evidence of team working/ building and leading
Interpersonal/Communication skills Essential
Reliable and organised Excellent interpersonal skills Paying attention to detail Hard working and ability to work to deadlines Positive, enthusiastic attitude Highly diplomatic and professional
Desirable
Evidence of interacting with a wide range of people
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 Oxford University Hospitals NHS Foundation Trust
Address John Radcliffe Hospital
Headley Way
Oxford
OX3 9DU
United Kingdom
Employer's website https://www.ouh.nhs.uk/ (Opens in a new tab)