About this role
Job summary
We are looking to recruit a clinic co-ordination/receptionist
To provide an effective service for Moorfields North and a designated service or group of consultants and be the primary point of contact for patients and staff for any administrative issues.
To ensure that patients are given clear information regarding their pathways, and arrangements and that their pathway is managed smoothly and efficiently.
Work closely with the responsible surgeons, lead nurses to ensure that appointments are appropriately booked.
Moorfields Eye Hospital invites applications for the permanent post of Outpatient Clinic Co-ordinator based at Moorfields Eye Clinic Bedford.
This post will also require work between the 2 sites in Bedford for reception duties, with a flexible approach. The hours are on a rotation and run as 08.00-16.00, 09.00-17.00 & 10.00-18.00
Main duties of the job
Provide a high standard of receptionist/ 1st point of contact and administrative support, to include timely and accurate cashing up of clinics. Be courteous and professional when dealing with patients, at all times Check patient information i.e. address and general practitioner details are accurate and up to date and make any necessary alterations to the patient's health record and PAS. Record outpatient outcomes, RTT status and where appropriate, outpatient procedure coding promptly for every patient. Book appointments for diagnostic purposes in liaison with the appropriate departments Make follow-up appointments as requested by the clinician within appropriate timeframes Where issues and/or problems are identified with appointment booking, highlight these with clinicians Ensure regular communication and liaison with the clinical and nursing teams working in clinics to keep them informed of any problems that may impact on the running of the clinic, e.g. patients arriving late. Do Not Attend (DNA) and discharge patients in line with the Access Policy and ensure clinics are 'cashed up' promptly. Assist with reception telephone calls and enquires from staff members, patients and carers. Ensure that support appointments, interpreters and transport are booked in a timely manner.
About us
What's in it for You?
At Moorfields, we invest in you--your growth, your wellbeing, your future.You'll join a flexible, supportive organisation offering:
o Competitive salary (including high-cost area supplement)o Membership of the NHS Pension Schemeo 24/7 independent counselling supporto Career-long learning and development opportunitieso Excellent transport connectionso Access to NHS and Blue Light discount schemeso Free Pilates classeso Full support and training to develop your skills
And so much more! To see the full range of benefits we offer please view our Moorfields benefits leaflet.
Job description Job responsibilities
MAIN RESPONSIBILTITES
To manage designated clinics in line with agreed clinic profiles, reducing overbooking and ensuring that patient numbers are adjusted to clinician availability. To liaise with the responsible clinician to provide regular updates regarding the status of their clinics profiles, in an agreed format.To use a variety of systems to monitor clinics and clinicians availability e.g PIMs To provide a high standard reception service and general administrative support to designated outpatient clinics, being a first point of contact to patients as required.To identify all patients AIS requirements and record the data accurately on the Trusts electronic system. Ensure clinic digital screens and whiteboards are updated with the correct and most recent information as required. Accurately record the patients attendance in clinic and time of departure. Record outpatients outcomes, ensuring that the each outpatient procedure is coded promptly for every patient as required. To book and reschedule appointments as required, including the booking of appointments for diagnostic purpose in liaison with the appropriate departments, including the booking centre and the call centre. Ensure follow up appointments are booked according to agreed Key Performance Indicators and in line with treatment protocols. To provide patients with up to date information relating to waiting times in clinicas required. Ensure all appointment cancellations and alternations are correctly recorded and highlight any issues identified with appointment bookings to clinicians working in accordance with the Trusts Access Policy. Ensure all clinics are cashed accurately and promptly on electronic administration systems within agreed Key Performance Indictor standards as required. Respond to appointment requests and other queries via email from clinicians promptly. Respond to appointment requests and other queries via email from patients promptly on a daily basis as per the rota. Ensure all referrals are scanned onto the system promptly and on a daily basis. Ensure waiting list is added and appointment booked through the waiting list. To liaise with the clinician and nursing teams working in clinics to keep them informed of any problems that may impact on the running of the clinic and ensure clinic capacity and resources are optimised. Ensure patient information is obtained and recorded on Trust electronic systems and that this checked regularly and updated electronically. Maintain a good knowledge of RTT and apply this to appointment bookings where appropriate
CLERICAL DUTIES
To adhere to all agreed key Performance Indicators for data quality, providing exception reports where these are not met. Respond to telephone enquiries from patients and staff promptly and in a courteous and professional way, adhering to service guidelines andstandards. It is expected to deal with concerns as appropriate in order to maintain the efficiency of the service Respond accurately to patient queries regarding their treatment pathway, explaining in simple terms where required, referring to relevant colleagues where required. To book translators for patients where required and provide correspondence to patients in the most appropriate format in line with Accessible Information Standards (AIS). Provide administrative support for clinicians where required. Ensure letters, reports and results are scanned onto the system Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures. Participate in the induction and training of new members of staff within the team, sharing knowledge and expertise of the administrative processes, functions and specialty specific knowledge. Participate in a rota system to provide cross-cover for other members of staff within the team to ensure consistent and effective service is maintained during periods of annual leave/sickness. Attend mandatory training required for administrative staff to ensure compliance with the Trust Mandatory Training Framework including participating in annual performance development reviews. Adhere to the Trusts values; the Moorfields Way at all times. To undertake any other duties designated by the Outpatient Supervisor or Assistant Clinic Manager which are commensurate with the grade. To actively participate in any training development identified.
Person Specification
Education & Qualifications Essential
Education to GCSE level (including English and maths to GCSE A-C)
Knowledge and Training Essential
Good working knowledge of Microsoft Office software Knowledge and understanding of confidentiality issues
Desirable
Previous experience using Trust IT systems e.g. PAS, OpenEyes Good working knowledge of the e-referral system
Experience Essential
Previous experience carrying out administrative duties Previous experience working with the general public, in a customer-oriented role
Desirable
Previous NHS admin experience
Aptitudes and Skills Essential
Excellent frontline/reception skills Ability to work within a team in a multi-disciplinary service Ability to work under pressure and to deadlines Ability to deal with queries over the phone and in person
Personal Attributes Desirable
Health and Safety Awareness
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 Moorfields Eye Hospital NHS Foundation Trust
Address Moorfields at Bedford Hospital (South Wing)
Kempston Road
Bedford
MK42 9DJ
United Kingdom
Employer's website https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)