Receptionist & Physiotherapy Outpatient Appointment Co-ordinator

at  Worcestershire Acute Hospitals NHS Trust

Please see the attached Job Description document for full job details. Key Duties: 1. To manage the day to day running of the reception at Physiotherapy, WHAT working with other reception staff and the Physiotherapy team. 2.
To meet, greet and direct all patients and visitors to the Department. 3. To deal with the day to day incoming referrals. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected.
4. To ensure that referrals are added to the appropriate outpatient physiotherapy waiting list by speciality for clinical staff to prioritise them within the agreed timescales. 5. To ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy.
6. To ensure that all patients receive the correct instructions and correspondence related to their Physiotherapy Appointment. To work with the team lead / clinical lead in required changes to letter templates. 7.
To ensure physiotherapists dairies are outcomed at the end of each day. 8. To ensure that all inter-provider transfers are completed electronically to the named nhs.net account within 48 hours of the decision to refer. 9.
To cancel and reschedule patients or whole clinics in the event of sickness / unforeseen circumstances requiring last minute changes 10. To regularly review the physiotherapy waiting list to ensure that it is accurate and up to date, identifying any potential 18 week clock breaches, incorrect clock data and ratify the non-outcomed appointments on a weekly basis informing the appropriate Team Leader of any issues. 11. To regularly review the physiotherapy waiting list to update the appropriate Team Leaders in Outpatients, Pelvic Health, Neurology and Respiratory with regards the waiting times for treatment.
12. To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient physiotherapy service. 13. To receive patients at clinic reception, checking details and booking onto the patient administration system.
Booking patients out of clinic and/or making follow up appointments as directed by the physiotherapists. 14. To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g.
trust text message system 15. To maintain an accurate filing system for patient records to facilitate retrieval as necessary. 16. To manage telephone enquiries from patients, relatives, Medical Practitioners and Consultants ensuring that the appropriate action is taken including messages for physiotherapy staff.
17. To telephone patients, sometimes at short notice, to offer them appointments or reschedule appointments. 18 To ensure that letter, telephone and face to face communication with patients, colleagues and managers is professional, timely in line with health records policies and procedures. 19.
To respond to any queries and complaints from patients, managers or clinicians regarding clinics, referrals, bookings and waiting times, ensuring that any serious issues are passed to the appropriate team leader. 20. To issue and file current treatment cards each day dealing with the DNAs, PIFUs and cancellations appropriately. 21.
To monitor all outpatient clinics to ensure that all clinic slots are utilized to the maximum and where necessary fill any vacant slots and also to prevent overbooking of clinics. 22. To alert appropriate individual to order stock. 23.
To supervise and develop junior administrative staff. 24. To liaise with colleagues to ensure that there is adequate cover during holiday periods and where possible sickness. 25.
To ensure that all policies and procedures are adhered to and training undertaken where new policies and procedures are implemented. In particular, those for Health Records, confidentiality and information security. 26. To participate in yearly appraisal.
27. To make notes available to the legal department as required. 28. To report any maintenance problems to appropriate agencies.
29. To do other clerical duties to facilitate the smooth running of the outpatient department eg maintenance of equipment loan records. 30. To ensure that general administrative work associated with referrals, appointments and waiting lists is undertaken according to the expected medical records standards.
32. Due to the shared nature of the department, welcome and redirect patients attending other clinics. 33. To complete microsession changes on PAS as required 34.
To carry out any other duties, within the grade, as requested by other members of your team, Team Leaders, or Physiotherapy Manager

Please refer the Job description for details