About this role
Job summary
We are looking for two highly organised and proactive individuals to join our team and play a key role in ensuring our services run efficiently, effectively and with patients at the heart of everything we do.
In this role, you will monitor service RTT performance in partnership with the Line Manager, identifying potential issues, emerging concerns and opportunities for improvement at an early stage. You will review and optimise clinic templates, working closely with clinicians and local management to agree and implement effective slot conversion rules, while making the best possible use of all available clinic appointments to maximise capacity and utilisation across the area.
You will take responsibility for managing and monitoring waiting lists, ensuring patients receive timely access to procedures in line with government targets and locally agreed clinical protocols. You will support the delivery of high-quality patient care by ensuring patients are seen within national and local waiting-time standards, while working within relevant legislation, policies and guidelines to help achieve the overall objectives and priorities of the organisation.
You will also provide a professional, efficient and responsive administrative service, undertaking a wide range of duties in accordance with local policies and procedures. Working collaboratively with clinicians, managers and wider teams.
Main duties of the job
Manage clinic templates, capacity and appointment utilisation in partnership with clinicians and management. Provide accurate clinic utilisation, RTT and waiting-list information. Monitor RTT pathways, referrals, clock starts/stops and potential breaches. Coordinate and maintain waiting lists, identifying outliers and required actions. Book, cancel and reschedule patient appointments, providing clear communication to patients. Coordinate clinic cancellations and ensure template changes are implemented promptly. Maintain accurate patient records and clinic information on hospital systems. Liaise with clinicians, managers, clinic staff and patients to resolve queries and service issues. Support improvements to administrative processes, clinic capacity and service efficiency. Prioritise workload, meet deadlines and maintain high standards of accuracy and confidentiality. Provide a professional, efficient and patient-focused administrative service.
About us
As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision 'to be the best cardiothoracic integrated healthcare organisation'.
We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine both in the hospital and out in the community.
We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortics.
Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and our encouragement of flexible working in a variety of forms.
Please visit our website - https://www.lhch.nhs.uk/
Please follow this link for a tour of our site - https://bit.ly/36ylsoq
Job description Job responsibilities
Clinical Utilisation To review all existing clinic templates using agreed template change request proceduresand agree slot conversion rules with Clinicians and local management. To provide relevant, up to date and accurate information to local management andClinicians on utilisation of clinic appointments and available slots. To assist in solving change requirements for clinic and available capacity. Help identify arange of options and draw appropriate conclusions in partnership with local managementcolleagues. Provide a first-class booking service to patients and service users. Work collaboratively with other professionals and agencies to ensure patient needs are metin relation to service provision. To arrange cancellation of clinic(s) as result of consultant absence (e.g. annual leave) usingappropriate template and notification periods. Monitor clinic templates to ensure changes identified are incorporated in timely manner.RTT To liaise with senior management on regular basis on ongoing management of RTT,highlighting concerns and ensuring breaches are prioritised as required. To monitor RTT and inbound referrals to ensure removal of duplications in timely manner inaccordance with clinical direction. To actively manage RTT to ensure clock start/clock stop actions are carried out effectivelyby clinic staff.Waiting List Management Duties To coordinate and monitor waiting lists. Production of accurate waiting time information on a weekly basis and ensuring that thereare no outliers to targets. The post-holder will experience a daily requirement to produce accurate work at speed.Communication Maintain regular contact with Clinic Clerks/Reception staff in ensuring they are aware of upto-date clinic lists for preparation of clinics. Book appointments, communicating information to patient via post of clinic appointmentletter(s) or telephone as required. Meet with management/colleagues as required to update on progress and agree changes. Daily liaison with patients regarding appointment queries, cancellations etc., reschedulingappointments where identified. Maintain accurate patient information on hospital systems, updating as required.General Administrative Duties To provide and maintain an effective and efficient administrative service. Prioritise and organise own workload daily. Liaise with colleagues and management to suggest improvements to local systems andprocesses to ensure service is as efficient and effective as possible. Deal efficiently with all hospital staff and visitors. Maintain professional standards in appearance, behaviour and punctuality.Clinical Governance / QualityTo ensure requirements of the Trust's Quality initiatives are met in relation to agreed clericalfunctions. To ensure system function is fully utilised to achieve maximum benefits. To ensure that health record and patient information is recorded accurately in accordance withTrust, Local and National guidelines. To produce reports together with recommendations on Clinic Utilisation.
Person Specification
Qualifications Essential
NVQ3 or equivalent RSA II or equivalant
Experience Essential
Experience of outpatient/booking environment
Desirable
Have demonstratable experience and knowledge of service improvement systems
Knowledge Essential
A good working knowledge of computers and software packages Demonstrable experience of NHS Referral to Treatment (RTT) pathway management and validation, with a clear understanding of RTT rules, pathway statuses and the importance of accurate and timely data.
Desirable
Able to demonstrate an understanding of a wide range of local hospital systems/processes and policies
Skills Essential
Accurate keyboard skills Good basic numeracy skills Excellent interpersonal skills with ability to communicate at all levels Ability to present data and information in a useful and understandable format work/task prioritsation skills Good communication and negotiation skills
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 Liverpool Heart and Chest Hospital
Address Liverpool Heart & Chest Hospital
Thomas Drive
Liverpool
L14 3PE
United Kingdom
Employer's website https://www.lhch.nhs.uk/ (Opens in a new tab)