Outpatient Appointment Clerk

The Outpatient Department at Harefield Hospital covers all aspects of an Outpatient service including but not limited to Adult Outpatients, Paediatric Outpatients, the Sleep Service and Pre-admissions. The Outpatient Receptionist/Administrator is expected to work both autonomously and as a greater part of the Outpatient Administration Team, providing cover and flexing across services or activities as required.

The Outpatient Receptionist/Administrator is responsible for operational support across this department ensuring that the patient pathways through the outpatient service are streamlined administratively and unhindered to enable Referral to Treatment (RTT) targets to be achieved.

The Outpatient Receptionist/Administrator is responsible for ensuring that data quality standards are met as part of referral management and for every outpatient episode in all Trust systems. To also be responsible for the management of a number of clinics across specialties to ensure that all appointment and RTT outcomes are completed and to provide Reception cover within any Outpatient area, as required.

The post holder will be required to promote and adhere to best practice in accordance with the Trust’s Patient Access Policy and utilise all relevant Trust Policies related to fulfilling the Outpatient Receptionist/Administrator post and to ensure competency in all aspects of the role.

To be the first point of call for patients whether face to face or on the telephone. To support patients through their journey within the hospital.

To greet patients at any of or receptions and direct them for tests and to liaise with the nursing team on the arrival of patients. To maintain clinic outcomes and booking next appointments. .

To answer telephone queries in a courteous and helpful way to patients and other staff. To deal with incoming queries by email.

Royal Brompton & Harefield Hospital is the largest heart and lung centre in the UK and among the largest in Europe, known throughout the world
for our expertise, standard of care and research success. We are now part of Guy’s & St Thomas’ and from our two sites – in Chelsea, London
and Harefield, Middlesex – we strive to develop our staff both personally and professionally to ensure our patients get the first-class service they
deserve.
We are a busy and dynamic department seeing patients for a variety of clinic appointments. The services are currently in operation Monday
through to Friday, but could expand as the service demand requires, and we cater for a variety of patients in different clinic formats.

To undertake a proactive role in ensuring that the outpatient areas and administrative offices are tidy and maintained throughout to support a safe environment for all patients, visitors, and staff.

Ensure all patient requirements should be met ahead of their outpatient clinic appointment for transport, translators etc.

To be responsible for the management of a number of clinics across specialties ensuring that all appointments and RTT outcomes are completed and to provide Reception cover within any Outpatient area, as required.

• Information management

Record patient attendance and maintain computerised patient records using the trusts Patient Administration System (PAS).

To be aware of the national guidelines on booking appointments and giving patients choice.

Maintain Data input procedures and record appropriate information onto PAS in relation to the 18-week status. Ensuring that patients do not breach their 18-week patient pathway.

To ensure that data inputted into Trust systems is accurate as part of the Data Quality (DQ) standards and where this is adverse action is taken to rectify errors. This includes validation on an adhoc or regular basis as required.

To keep up to date with IT training on all of our PAS and Mandatory Training in general.

Ensure that data quality standards are met as part of referral management and for every outpatient episode in all Trust systems.

Maintain patient confidentiality and abide by all associated Trust policies including but not limited to those relating to; security, IT security, creating, processing and generating information, updating and maintenance of information databases or systems and the degree to which it is shared with others.