Appointments Administrator

at  County Durham Darlington NHS Foundation Trust

Processing all new patients on Patient 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 paediatrics or vulnerable patients who have been unable to access their appointment. Prompt rebooking must take place for all paediatrics and elderly 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 Patient Administration Systems Maintaining information across multiple complex computer systems, including Microsoft packages, shared drives, EPR , E-referral System, 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 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 specialties and the department; 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 consultants to advise of any issues around slot booking and overbooking of clinics where guidance has not already been provided 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

Please refer the Job description for details