An exciting opportunity has arisen for a highly motivated and enthusiastic person to join the team offering choice to patients regarding their onward referral and management.
The Integrated Musculoskeletal Interface Service at Mersey and West Lancashire Teaching Hospitals utilises the services offered by the choice team to support people to choose aspects of their healthcare.
Providing people with the choice around; provider, waiting list times, provider distance, provider car parking and amenities etc.
To provide a comprehensive secretarial and administration service to support all functions of the CHOICE referral process.
The post holder will be required to lead and effectively manage own area of clinical data activity and extract and report on data at varying levels of detail as required to assist in monitoring and reporting.
The post holder will also be required to set up databases for the collation of this data and review existing methods of clinical data capture within their own area
The post holder will deal with urgent and routine correspondence and tasks in accordance with agreed practice including typing of clinical audio tapes, letters and medical reports. They will provide a firstline point of contact (by telephone) for patients and general practitioners throughout the referral process.
The department oversees the monitoring and management of referrals, the management of appointment and transport bookings and the development of electronic referrals and booking, these require regular liaison with primary, community and secondary care providers.
The post holder will be required to undertake a range of tasks, including use patient administration systems and e-referral.
It is vital that the post holder has experience of working with the general public and an ability to communicate information to enable patients to make informed choices, as well as the ability to work under pressure and to achieve tight, with minimal supervision.
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.

To provide audio typing service to the Joint Health Service, including typing patient clinical letters and other authorised reports and correspondence where applicable.
Assisting in the development and implementation of internal policies and procedures relating to the offering of CHOICE
To lead and effectively manage own area of clinical data activity and extract and report on data at varying levels of detail as required to assist in monitoring and reporting. The post holder will also be required to set up databases for the collation of this data and review existing methods of clinical data capture within their own area
Provide a comprehensive range of secretarial services to the team including the typing of complex document. To liaise with other departments and services and to respond effectively to enquiries from the general public, service users, referrers and other agencies. To consistently deliver a client focussed service, which promotes good customer service and effective working relationships.
Responsible for timely, accurate electronic recording of referrals sent via mail, e-mail, fax or referral.
To ensure referrals are delivered by letter / e-mail / fax to the most appropriate place for clinical triage.
To liaise and support GP Practice staff in both the referral process and management of patients following referral.
To provide a responsive and patient friendly service that supports patients through the NHS referral and booking process.
To respond pro-actively to queries from patients and GP practices.
To respond appropriately to all patients.
To maintain high standards of customer service at all times, responding sensitively to patients who are emotional / or distressed.
To provide advice to patients with regard to hospitals / services available to them, using reassurance and other interpersonal skills.
To use communication skills including empathy, tact and reassurance in handling all calls.
To book appointments for primary community and secondary care providers and assess and book transport using a variety of complex electronic schedulers.
To book appointments in line with national and locally commissioned waiting time guarantees.
To ensure that all patients are managed in accordance with national and local waiting list guidance relating to patient cancellations, patient suspensions and did not attends.
To deal with complex enquiries from a range of sources including clinicians, managers and members of the public, passing messages and initiating a quality service response.
To communicate verbally via the telephone and in writing with patients, GP’s hospital and community staff to ensure the patient travels smoothly through the system.
To be responsible for the accurate input of confidential patient information onto manual and computer systems.
To work with Therapy staff in the development and design of IT systems required to support the project.
To maintain a robust approach to data quality and patient confidentiality