Appointments Administrator - Targeted Lung Health Checks

Job description

Job responsibilities

Ensure that all demographic details including the NHS number are accurately uploaded onto the TLHC System. Ensure patient details are registered with accuracy whilst additionally meeting TLHC deadlines/targets for scheduling participants.

Working directly with the Lung Health Check clinical team ensure clinic capacity is utilised as efficiently as possible and matches the availability of staffing resources

Manage the administration of the TLHC programme on a day to day basis and ensure that all TLHC programme documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.

Use own initiative to plan time effectively and prioritise all incoming work on a daily basis, including responding quickly, appropriately and communicating clearly in relation to urgent / important and unpredictable issues, ensuring a high quality administrative service.

Work with the Lung Health Check staff to ensure sufficient CT appointments are available and adequately utilised.

Upload CT reports from third party partners into the TLHC system and highlight red-flag/urgent findings to appropriate clinicians. Ensure appropriate reports are slotted into the screening review meeting schedules.

TLHC administrator proactively ensures optimal clinic utilisation for LHCs, and CTs. Maintains a reserve list of patients that have been cancelled and priority bookings to place as slots become available.

Maintain a list of patients for scheduled follow-up either in clinic or CT.

Work with the project manager to produce activity data required to populate the minimal service performance dataset as nationally mandated. Highlight to the project manager and clinical teams where the service performance metrics are at risk of falling outside of the agreed service specifications and contract requirements.

The administrator will ensure that each potential participant who has received an appointment letter is contacted around 2 weeks after the letter is issued to confirm they intend to attend their appointment. For participants who cannot be contacted, a follow-up letter will be sent advising that the appointment will be cancelled unless contact is made. Should the participant not respond to the follow-up letter, the appointment will be cancelled around 2 weeks after the letter was sent and allocated to a reserve list participant.

Patient choice must be considered when booking appointments and recorded accurately for validation purposes.

Processing all new patients on TLHC Administration Systems where the patient has not attended clinic but need a further appointment. Consideration needs to be given as to whether a safeguarding issue should be raised for vulnerable patients who have been unable to access their appointment. Prompt rebooking must take place for all patients within trust guidelines.

Responsible for data quality when updating patient demographics, next of kin, adding referrals, extracting and producing information (including information to patients) in the trust across all of the TLHC Administration Systems.

Maintaining information across multiple complex computer systems, including Microsoft packages, shared drives, E-referral System, I-soft and NHS Spine Portal. Providing support and guidance to GP surgeries, secretaries and consultants on how to use each of the computer systems where necessary. Managing multiple systems is complex and attention to detail is essential to ensure accuracy. Adhering to Confidentiality and Data Protection Policies is vital.

Deal with sensitive and confidential information in a calm and professional manner adhering to both Internal and National guidelines. When taking calls, you may have to provide sensitive, confidential and complex information to patients and or their carers often in response to invitations sent by the department. Appointments must be booked sensitively, with an empathetic manner, reassuring any distressed or confused patients. Highlight appropriate contacts if patients require further medical information which is not in our remit to share.

The appointment administrator will ensure that a double appointment is booked for any participant requiring an interpreter, or for any participant whose additional needs mean that they require more time for their LHC. Costs incurred in providing this additional support will be met by the provider.

The appointment administrator will ensure that face-to-face Lung Health Check appointments are offered to participants who cannot manage a telephone Lung Health Check. Wherever possible, these will be offered in a local community healthcare facility, or in another location suitable for them.

Treat everyone with respect and dignity. Help patients to overcome any boundaries that may prevent them from attending appointments. Provide information regarding transport, wheelchair availability, portering services and interpreting services. Provide communications in a range of formats including large print or braille. Adjust communication techniques supporting those that cannot read, or do not understand or are scared about their appointment. Book interpreters if necessary and ensure patients are aware using the correct communication tools. Where a patient is not responding the GP may need to be contacted by the Appointments Administrator to ask for their assistance in contacting the patient.

Autonomously organise and prioritise your own workload according to the variable demands of the TLHC service; adjusting the priorities throughout the day as further work is emailed in to the department or when processing more complex bookings and dealing with both internal and external calls. Liaise with LHC team to advise of any issues around slot booking and overbooking of clinics where guidance has not already been provided.

Identify any training needs and new opportunities, seek to develop your own skills and knowledge beyond the training given at induction. Further your own development and support the training needs of the team. Identify in appraisals or in discussion with your supervisor any additional training needs and external training required, desired or completed.

Training, coaching and mentoring of new staff members in all aspects of the role including taking calls, interpreting emails and post, inputting data and getting to know the teams.

Any other duties commensurate with the role and responsibilities of the post and be aware of the priorities and needs of the manager to ensure deadlines are met.

To have a flexible approach to the departments demands and to assist where appropriate in the provision of cover for other colleagues and departments during emergencies, sickness and holidays.

Person Specification

Special Skills & Knowledge

• Knowledge of 18 week Referral to Treatment.
• Able to effectively organise and prioritse workload and meet departmental standards, timescales and deadlines.
• Excellent communication skills at all levels. A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face.
• Ability to handle sensitive information, communicating in a sensitive and compassionate manner.
• Interested in ensuring patient satisfaction.
• Able to work effectively as a team and autonomously with minimal supervision.
• Excellent Organisational skills and ability to prioritise.
• Ability to work under pressure.
• Good working knowledge of Microsoft Office packages including excel.
• Attention to detail.
• Flexible in hours of work and responsibilities.

• Knowledge and experience of managing multiple systems - NHS PAS, e-RS and Microsoft Office skills including Excel.
• Knowledge of overseas charging regulations.

Special Requirements

• Good interpersonal skills.
• Approachable and friendly.
• Ability to maintain strict confidentiality.
• Willing to undertake any training required for the post.

• Self Reliance.
• Well presented.

Experience

• Working in a busy office Environment

• NHS Experience.
• Call Centre experience.
• Booking appointments using a computer system.

Qualifications

• 2 x A Levels or equivalent or NVQ 3 in Administration/Customer Care

Employer details

Employer name

County Durham & Darlington NHS Foundation Trust

Address

The Greenhouse

Greencroft Industrial Estate

Stanley

DH9 7XP

https://www.cddft.nhs.uk/