Outpatient Coordinator

London North West Healthcare NHS Trust; City of Westminster; On-site; GBP 24,000 - 30,000; Full time

Job summary

A prominent healthcare provider in London is looking for an Outpatient Coordinator to provide excellent customer service and administrative support within the ENT department. The role involves managing patient bookings, adhering to data protection regulations, and maintaining accurate patient records. Ideal candidates will have experience in administrative roles and proficiency with outpatient healthcare systems. This position offers a full-time schedule from Monday to Friday with a focus on a flexible working environment.

Benefits

Flexible working arrangements

Commitment to safeguarding patients

Opportunities for professional development

Qualifications

• Previous experience in an administrative role required.
• Ability to manage multiple tasks effectively.
• Proficiency with hospital Patient Administration Systems essential.

Responsibilities

• Input clinical data accurately into the Trust system.
• Handle patient enquiries and maintain confidentiality.
• Manage bookings for the ENT service efficiently.

Skills

Communication skills

Attention to detail

Customer service

Education

Understanding of medical terminology

Tools

CERNER EPR system

Microsoft Word

Excel Spreadsheets

Outlook

Job description

The post holder will work at any of the Trust's sites however this will in the main be at Northwick Park Hospital. The Outpatient Coordinator is required to work flexibly within the post to achieve the role outcome. This may include covering reception area when required. Your role will involve supporting the Team Lead in the day to day running of the administrative service. The EC Outpatient Coordinator is the first point of contact for patients and visitors who are referred or admitted to the ENT Department and will be in charge of the clinics run within the ENT service. A key part to this role will be to ensure an excellent level of customer service and attention to detail is delivered throughout the team. This role provides the administration/clerical function for the department as well as the Trust. This includes the electronic admission and discharge of patients treated. The post holder will be available to work a 37.5 Monday to Friday role starting 08:00, 08:30 or 09:00am and finishing 16:00, 16:30 or 17:00 each day. The role of the Outpatient Coordinator includes the accurate and timely input of the clinical data into the Trust CERNER EPR system and booking patients into the correct clinics. The post holder will adhere to Trust policy with regards to the sensitive information that patients are providing, and the sensitive information held with regards to them.

• Work as part of a team.
• Provide and receive routine information with regards to patients (for example from GPs) requiring tact and discretion, using persuasive skills with awareness of the Trust and Caldicott guidelines.
• Deal with enquiries from patients, medical staff and the general public in a professional and co-operative manner.
• The post holder will be required to manage the ENT Emergency clinic.
• Have a professional telephone manner toward patients/relatives and other staff members.
• Maintain the confidentiality of information about patients, staff and health service businesses in accordance with Trust Confidentiality Policy and the Data Protection Act.
• The post holder will require good communication skills with the clinical leads of the department.
• Frequent concentration is required in this role. The work is predictable in terms of the daily duties although the number of patients can be unpredictable throughout each day. A high level of concentration is required when inputting data and answering queries from medical staff, patients and visitors. A high level of accuracy is crucial to minimise clinical risk.

Specific knowledge and experience requires relates to:

• The computerised hospital Patient Administration System. This includes the updating and registering of patient details on the computerised system. It is vital that information is entered accurately in order to ensure that the Trust receives the appropriate level of income for the patient activity and to avoid potential clinical risks inherent with inaccurate patient records.
• When double registrations are found on the main system the Outpatient Coordinator should notify the medical records department by completing the correction form and pulling all notes that relate to that patient, for notes and hospital number merging.
• The Outpatient Coordinator will need a good understanding of the Trust Overseas policy when registering overseas patients into the department. This will require written notification to the first stage officer with an explanation to the patient of charges that may be incurred. Ability to use a computerised scanner to scan all documentation generated.
• The post holder will rectify any changes in patient details on the hospital computer systems as to reflect the main Summary care record held.
• Utilise efficiently the manual and electronic administrative filing systems to ensure all electronic or written patient documentation is processed both accurately and timely.
• To ensure an up to date working knowledge of the Trusts main inpatient system.
• The Outpatient Coordinator will acquire a good understanding of medical terminology in order to comply with the coding of clinical notes.
• Knowledge of other administration and clerical systems within the Trust.
• Ensure compliance with mandatory training.
• The role will require a good understanding of the error reports sent from the quality department highlighting in-accurate data input that will need correcting with some investigation.
• The function of making out-patient appointments is required within the role. The post holder will need to have a good understanding of the various different ways of making appointments. This requires knowledge of how referrals are made and how they are entered into the mainframe of the system.
• There is a requirement for the Outpatient Coordinators to provide induction training for new starters of tasks and responsibilities.
• The role demands the provision of a range of administrative services including proficiency with software applications including Word for Windows, Excel Spreadsheets, Outlook and other associated packages.

For full role duties and responsibilities please view the attached Job Description and Person Specification.

The Trust is committed to safeguarding and promoting the welfare of children, young people and adults at risk and expects all staff and volunteers to share this commitment. We promote the wellbeing and safety of all our patients and carers by acting promptly on concerns, communicating effectively and sharing information appropriately, according to the standards determined by our policy and procedures. All posts working with vulnerable groups will be subject to an enhanced criminal records check upon appointment and staff will need to give their consent for the Trust to receive regular updates on their criminal records status throughout their employment. Due to the high volumes of applications we receive for certain posts, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. After the closing date we strongly advise you check the email account which is registered. If you have not heard from us within four weeks of the closing date, please assume that you have not been shortlisted. Our employment checking processes require that all shortlisted applicants provide the contact details of their current HR Department. If shortlisted you will be sent an email reminder to present the contact details of your HR Department at the interview. Please note the Trust uses identity checking software for verifying the authenticity of identity documents provided by candidates. As part of our commitment to the Equality and Diversity at LNWUH, we are encouraging applications from BME (Black, Minority Ethnic) candidates as we seek to ensure our workforce structures are representative of the diversity of the communities we serve.

LNWUH is a flexible working friendly organisation, we want you to be able to work in a way that is best for us and for our patients, and for you. Please speak to us about how we might be able to accommodate a flexible working arrangement whether that's job share, part time or another flexible pattern. If it works for the service, we will do our best to make it work for you.

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond. Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people. We run major acute services at Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK; St Mark's Hospital: an internationally renowned specialist centre for bowel disease; Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice; Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre. We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.