Job Description

We're looking for a highly motivated, enthusiastic and flexible individual with great interpersonal skills to join our Maternity Administrative team delivering our comprehensive service.



As Appointment and Clinic Coordinator, you will be the first point of contact for women and pregnant people booking and attending their maternity appointments, and ensuring that all referrals and appointments are handled appropriately.



The post holder will be responsible for providing complete administrative and clerical support for the maternity directorate. The role includes patient registration, appointments, clinic preparation, clinic reception and coding. The post holder will be required to work as part of a team working closely with clinical staff to deliver the highest standards of administrative support possible for all patients and staff.



You will be responsible for inputting and updating accurate patient details and episodes relating to Out Patient Maternity clinics run by UHSussex. You will need to maintain and promote high quality data entry within the necessary timescales.



In this demanding patient facing operational role, you will need to demonstrate confidence and sensitivity whether in person or by telephone.



You will be a quick learner as well as a good team-player, with the ability to manage your own workloads.



You will be committed to the development and implementation of new ways of working and the Trusts Values and Behaviours.



Ideally you will have previous NHS admin and systems experience, and although training will be given you will need excellent IT experience to enable you to access the Trust programmes.



This position will be based at Sussex House, Royal Sussex County Hospital, Brighton , however this is a cross-site position and therefore you may be required to travel between base and Princess Royal Hospital, Hayward's Heath.



At UHSussex, diversity is our strength, and we want you to feel included to help us always put the Patient First, as shown in our Outstanding for Caring CQC rating. Your uniqueness and experiences will be part of our creative and innovative community where everyone is encouraged to succeed. We have a range of Staff Networks to help break down barriers, and can offer a buddy to help new members settle in. We're proud to be a Disability Confident Employer (Level 2) and a Veteran Aware Trust.



We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our Wellbeing Programme for staff which is extensive and designed to support you when you need it - because we know that to look after others we must first look after ourselves.



As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.



We look forward to receiving your application and the start of your journey with UHSussex.



Main Duties and Responsibilities



Communication / Relationships



Good communication and interpersonal skills to interact with tact and diplomacy with patients and staff at all levels and incorporating the trusts values and behaviours.



Ability to provide and receive information which may be complex, sensitive or contentious in nature.



Ability to engage in collaborative problem solving with co-workers and staff. Must have the ability to function as a "team player", being considerate and flexible, taking the needs of your peers into consideration.



Ability to exercise discretion to ensure that patient confidentiality is maintained, and a professional, respectful hospital environment exists at all times;



Ability to maintain composure, efficiency and a positive, customer-service orientated manner during periods of peak workload, with frequent interruptions, under tight deadlines, and when interacting with patients who are ill, angry or emotionally distressed.



Good written and oral communication skills to provide information, explanations, and instructions clearly and concisely to, and elicit information from others with varying levels of ability to understand.



Use terminology and phrasing which is responsive to and appropriate for patient's age, language skills and emotional state.



Maintain up-to-date knowledge and skill levels in area of expertise to ensure provision of the highest quality patient care services.



Planning / Organisation



Plan, organise, prioritise, and accomplish a variety of concurrent assignments, some of which may be complex and unpredictable, in an effective and efficient manner, particularly when there are changes in workload or assignments.



Remain flexible and adaptable to alterations in policies and procedures, proposing changes where appropriate.



Problem-solving skills to independently assess a range of facts or situations; identify the resources available to help solve problems; create, analyse, and compare viable solutions and take the action necessary to implement them; and follow through to ensure the problem is resolved to the satisfaction of all parties.



High level of motivation and initiative, seeking assistance from others where appropriate.



Recommend changes to policies, procedures, and department environment to enhance departments' ability to provide optimum service to all customers.



IT/Data Input



Establish working knowledge of procedures and practises, some of which are non-routine, including medical records systems, medical terminology, appointment scheduling and department policies and procedures.



Ability to use several different computer-based systems to enter pertinent patient information, schedule appointments, and maintain clinical database.



Input of patient information onto trust and maternity systems in an accurate and timely manner to ensure trust receives payment for patient maternity pathway.



Ensure that maternity records are closed correctly on all hospital systems and notes filed and stored in accordance with department processes.



KEY RESPONSIBILITIES



Appointments



Receive and register referrals on the Trusts Patient Access System (PAS) in accordance with Trust policy.



To ensure that referrals are processed, and any relevant information passed to the relevant consultant within the timescale set down in the Access Policy.



Add patients to the clinic list; send appointment confirmation as appropriate within defined clinic rules and procedures, including SMS, email and letters.



To provide a friendly patient focused service for appointment enquiries in person and by telephone.



When required take requests from secretaries to make follow-up appointments, ensuring details are recorded on PAS.



To maintain any paper files in date order, and files returned to storage.



Receive and respond to telephone calls from patients wishing to change or cancel their appointments.



Receive and respond to booking requests from within the hospital and from patients.



Make telephone bookings from staff working in clinical areas e.g. Midwifes, Consultants, ward clerks.



Clinic Preparation



To regularly check scheduled clinics up to and including the day before clinic to identify late add-ons.



Arrange ad-hoc clinics as and when required, including setting up clinic templates and liaising with the Maternity Admin Team Supervisor, Consultants and Clinical Staff. This involves stipulating date and time of clinic slots required and type of slot necessary.



When notified that clinic is set up to prioritise which patient needs to be booked onto clinic and notify patients accordingly.



Manage and adapt the size of the clinic to appropriate numbers. As and when advised that a clinic needs to be reduced, liaising with the consultant, which Patients can be moved from the booked clinic. This will involve checking in detail Patients appointment history and prioritising as necessary.



Scanning any loose notes located to the maternity system.



Be responsible for ensuring that all relevant correspondence is located.



Book transport and interpreters where necessary. Maintain records of such bookings and pass information regarding each booking to relevant staff.



Identify and manage duplicate case notes, including when appropriate organising the merging of electronic records and amalgamation of case notes.



Support in the preparation of clinic notes between sites to ensure available for clinics.



Reception Duties



Greet patients in a courteous and helpful manner. Establish and confirm each patient's demographic details and update PAS as necessary.



Direct patients to waiting areas or other clinics and departments as required.



Inform patients of approximate clinic waiting times and in conjunction with clinical staff keep patients informed as and when situations change.



Issue follow-up appointments when required, including identifying and supplying relevant information / literature.



General



Complete all clinic outcomes coding information on PAS and ensure that clinics are fully reconciled. This includes confirming attendance, completing outcome, and inputting all the data recorded on clinic attendance sheets.



Provide consultants with lists of DNAs at the end of each clinic in accordance with the Trust DNA policy.



If patients cancel their appointments where appropriate reschedule or refer them to their Community Midwife or lead Antenatal Midwife.



Record all case note movements on PAS.



Take individual responsibility for allocated quota of consultants and clinics.



Travel between Royal Sussex County, Princess Royal Hospital sites.



Answer and respond to general queries such as appointment cancellations.



Deal with complaints in the first instance, and where appropriate refer to line manager.



Ensure the training of new and temporary staff as required.



Inform the Clinic Manager of organisational and/or environmental problems that may compromise patient care.



Assist with the continued incorporation and development of the PAS system and Maternity Electronic Patient Record (EPR);



Participate in quality initiatives and data collection as requested.



Re-schedule clinics on PAS as required.



Comply with the Departments mandatory training programme.



Attend Trust wide meetings as requested.



Any other duties that may be required from time to time in line with the jobholder's grade, experience, and job title.



The post holder must maintain the confidentiality of information about patients, and Trust business and be aware of the duty placed on employees under the Data Protection Act (2018) and General Data Protection Regulation (GDPR).



To ensure that safety procedures are carried out to maintain a safe environment for staff and visitors and be aware of the responsibility placed on employees under the Health and Safety Act (1974).



You may be required to undertake other tasks from time to time, which will be in keeping with the grade.



Competence



The jobholder is required to participate in the Trust appraisal process and work towards meeting identified development needs.



The jobholder is required to demonstrate on-going continuous professional development.



At no time should the jobholder work outside their defined level of competence. If the post holder has concerns regarding this, they should immediately discuss this with their Manager/Supervisor/Consultant. The jobholder has the responsibility to inform those supervising their duties if they are not competent to perform a duty