About this role
Job summary
To lead on delivering care coordination activities for patients and to ensure patients receive appointments and are admitted for elective procedures in a timely manner, supporting the tracking of patients along their pathway and co-ordinating hospital appointments and procedures, in line with Patient Service Hub SOPs and SLAs.
Main duties of the job
To lead on delivering care coordination activities for patients.
To ensure patients receive appointments and are admitted for elective procedures in a timely manner.
To ensure patients receive all relevant information in a timely, accurate and effective way.
To be responsible for answering general patient enquiries, appointment/procedure queries.
To deliver passionate and strong communication between the patient (or representative), the Patient Service Hub and other Trust, Group and Healthcare services
To use Patient Service Hub information systems for the recording and reporting of clinical and performance data in accordance with the Trust's and wider Group's IT Strategy
To monitor and action booking tasks in line with Patient Services Hub SOPs and SLAs.
To escalate any issues that require escalation or oversight support to the Patient Services Supervisor and take actions as directed
To proactively flag potential RTT/CWT risks to the Patient Services Supervisor and take actions as directed
To work to reporting deadlines and inform Patient Service Supervisors in advance of potential problems and breaches.
To follow Patient Services Hub, wider Trust and wider Group procedures and protocols, for example the Elective Access Policy and Standard Trust Administration Guidelines (STAGS).
About us
Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service.
United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
Job description Job responsibilities
Please see full JD, overview as follows:
Booking Patients - To support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.
Patient Contact -To contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.
Communication & Relationship -To liaise with other Patient Service Hub teams and departments, as well as wider Trust/Group/Healthcare services when required.
Ensuring Data Accuracy - To be proficient in the use of Patient Services Hub care coordination systems.
Ensuring compliance with National and Local Protocols - To, in line with local procedures, indicate if asked/required the potential wait times for appointments/admissions.
General Office Duties - To work in accordance with Patient Service Hub SOPs and SLAs.
Person Specification
Qualifications Essential
GCSE Grade C and above in Maths and English or equivalent Experience and training to NVQ Level 3 or equivalent
Desirable
Computer Literacy and Information Technology (CLAIT) Basic knowledge of Medical Terminology
Previous experience Essential
Experience of customer care or experience of working in an office environment Experience of using Microsoft Office to include Excel and Outlook
Desirable
Knowledge of experience of NHS working
Knowledge, Skills and Aptitudes Essential
Ability to evidence/demonstrate key values and behaviours Ability to prioritise own workload and work on own initiative Excellent oral and interpersonal communication skills, written and verbally Attention to detail and accuracy
Desirable
Awareness of National and Local Targets Knowledge of hospital and clinical information systems (e.g. Care Flow/CRIS/Aqua)
Specific Requirements Essential
Ability to maintain confidentiality Ability to work effectively within a large team or individually Ability to work effectively under pressure and meet tight deadlines Ability and willingness to work flexibly. Ability to cope with sometimes distressing/emotional situations.
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 United Lincolnshire Hospitals NHS Trust
Address Beech House
Waterside South
Lincoln
LN5 7JH
United Kingdom
Employer's website https://www.ulh.nhs.uk/ (Opens in a new tab)