Job Description

• To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.
• To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
• To gather key information from referrers and patients etc. who are calling the service, to be guided on to further questions by the information they provide.
• To gather all the information required for contact assessments and referral registration or for passing on messages.
• To triage calls and determine their urgency and respond appropriately. (Urgent calls will require immediate and thorough follow up).
• To follow complaints procedures where appropriate.
• To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive. Also, to liaise externally with clinicians, team leads and service managers to maintain a positive image and reputation for community services. This role may involve dealing with upset or aggressive people on the telephone.
• To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems
• To manage all relevant patient documentation and chase referrers for any additional information that may be necessary.
• To carry out an initial triage of patients using various algorithms provided by clinical teams, and your own initiative, booking appointments where appropriate, ensuring patients are on the appropriate teams lists and forwarding complex cases on to clinical teams.
• To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organizing appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics.
• To maintain accurate electronic records (and paper records where appropriate). For paper records, this may include maintaining effective filing systems.
• Organizing teaching and education days for staff; booking rooms and hospitality, advertising, booking in staff, photocopying materials, supporting logistics (in conjunction with systems admin team)
• To administer incoming and outgoing post as necessary, and to undertake filing, archiving and other administrative roles. To be involved in continuous review of systems and processes.
• To assist with analysis and monitoring of performance and activity, making use of a range of information.
• Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic Emails.
• Work flexible Hours
• To work as part of a team and when necessary assist colleagues in their workloads and also provide cover for them during absence.
• To the complete of all mandatory training required by the organization and ensure all modules are within date.
• To take responsibility for self-development on a continuous basis, undertaking on-the-job training as required
• To ensure that confidentiality is maintained with regard to the business of the services at all times.
• To liaise effectively with their line
• To ensure that the patient understands the information regarding their appointment and their responsibilities in lines
• To manage all correspondence generated by the Community Services to patients, GP’s and other health professionals in line
• To be able to utilize sensitive communication skills to ensure the patient, career or other health professionals are happy with the care processes.

Required Knowledge, Skills, and Abilities