NHS Jobs
Location
Solihull, West Midlands | United Kingdom
Job description
To act as a caring, efficient & professional primary point of contact in the Heath Lodge Clinic patient journey offering patients quick and easy administrative access to the Pain Management Unit & Ionising Radiations department. To work closely with the clinical team at HLC and provide a comprehensive digital administrative support service ensuring all patient appointments are allocated or offered appropriately based on the clinical information detailed in the referral and the relevant Consultant protocol. Liaising with patients, consultants, and secretaries to ensure comprehensive completion of all pre-procedure administrative documentation and adherence to HLC processes such that full assessment of suitability to undergo a procedure at the clinic is ascertained ahead of any patient appointment/ admission. KEY ACCOUNTABILITIES Act as the single point of contact for all clinical administrative matters pertaining to the compilation of clinic lists, such that from first contact to attendance the process is seamless and professional. Ensure all calls coming into PMU are answered promptly and serviced appropriately. Act as the contact point for any new consultants introduced to PMU and facilitate their onboarding Chase consultant and /or secretaries for patient clinic lists to ensure that they are available for review by PMU within the timeframes set out in HLC policies. Check referral detail is complete and request additional information as and when needed Contact patients / consultant secretaries directly regarding an appointment to ensure all medical / personal information is available and recorded, rearranging appointments, with reference to the referring clinician/ secretary, if necessary. Ensuring that the nursing/ clinical staff in PMU and IR have comprehensive patient list information in good time to complete telephone pre procedure safety questionnaires so that the Unit has all relevant medical history and has assessed patient suitability to undergo a procedure at the clinic prior to appointment. Respond to all queries both within and outside HLC in a professional manner eg patients, relatives and staff at all levels. If a patient does not want to progress with an appointment close the referral by notifying the referring clinician and return referral/patient care to them document on PPS Discuss any urgent verbal appointment request from a referring clinician, reporting consultant or direct patient approach, appropriately and as quickly as possible with the PMU lead or deputy before agreeing to proceed. To undertake any other duties as required by the clinic To ensure the clinic has an agile and flexible workforce you may be required to work cross functionally from time to time. KEY PERFORMANCE INDICATORS Patient referrals have been actioned/contacted within 24hrs of being received Patient referrals have been actioned/contacted within 24hrs of being received Zero patients are accepted to PMU without all relevant checks and steps in line with HLC policy being completed. Nursing/ clinical staff are provided with comprehensive patient list information in good time to complete telephone pre procedure safety questionnaires so that the Unit has all relevant medical history and has assessed patient suitability to undergo a procedure at the clinic prior to appointment. All referrals are dealt with by the clinical administrator and strong relationships are formed with internal and external contacts to ensure this is the case. Appointments are booked appropriately ie: timing correct, medical, and personal information comprehensively and accurately completed, and safety checks carried out. RELATIONSHIPS: Internal PMU Lead reports to Deputy Lead liaises with Ionising Lead liaises with All members of PMU/IR External Referring Consultants Medical Secretaries Patients DECISION MAKING If routine referral, use initiative/own decision making or refer to PMU Lead or Deputy If an urgent referral discuss with PMU lead or deputy.
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