Job Description

Our Receptionist / Admissions Officer will monitor and effectively manage day case and inpatient waiting lists for the Ophthalmology Speciality adhering to waiting list policies and procedures. They will book Ophthalmology lists in an efficient and effective manner ensuring the maximisation of resources, while working in partnership with trust colleagues (clinical and non-clinical) to ensure that the delivery of patient centred services.



They will provide a range of administrative and clerical duties in support of the efficient and effective running of the booking office service and to optimise the experience of the patients using the service.



Fully manage day-case and inpatient waiting lists achieving Trust and national standards. Adhering to the Trust's patient access policy, inputting patient operation information into IHCS, Galaxy and mediSIGHT in a timely fashion

Book outpatient pre-assessment, laser and minor op appointments, macular injection slots and manage glaucoma investigations in a timely manner in line with the admission process and be responsible for setting up and closing outpatients' clinics on IHCS.

Provide the first point of contact for written and telephone enquiries on all aspects of waiting lists and clinics (pre-assessment, minor op and laser). Be able to communicate sensitively and patiently when explaining waiting list and clinic procedures to patients and relatives.

Liaise with consultants on waiting list management in order to meet targets, to include negotiating extra lists with the Admin Team Lead, Practice Manager and Operational Manager

Answer telephone calls and enquiries in an efficient manner ensuring an appropriate follow through and using initiative to deal with all enquires

Arrange admission dates and clinic appointments ensuring patients are seen at appropriate times and in accordance with the patient access policy, recording any earliest reasonable offer dates and patient available from dates

Assist the Admin Team Leaders with validating pathways and ensuring breaches are identified and escalated.



Our Ophthalmology department consists of 13 Consultant Ophthalmologists, 2 Associate Specialists and 1 Specialty Doctor. There are also junior doctors ranging from ST1s to ST8s including Belgium Fellows. The Orthoptic department consists of 1 Head Orthoptist and an orthoptist team; as well as Allied Health Professionals and Specialist Nurses.



Our department is supported by a Practice Manager, 2 Admin Team Leaders, a team of B3 and B2 secretaries plus B3 supervisor and receptionists/admissions.



Our Ophthalmology service is very busy, and the admin teams are key to ensure things run smoothly and efficiently. It is therefore imperative that each member of the team works well under pressure and as a team player but equally as important that they are able to work independently and prioritise workload effectively.



One of the main rewards of this role is knowing you have made a difference and enhanced a patient's experience within the Ophthalmology Department.



This position requires empathy and tact when dealing with patients that may be angry or upset regarding any aspect of their care

Communicate effectively in writing and verbally with:

Internal



o Consultants



o Nursing staff



o Medical Personnel



o Admin and Clerical staff



o Ancillary Staff



o Management



o Across the trust



External



o Patients and Carers



o Members of the general public



o G.P. Practices



o Other Hospitals both in and out of the district



o Locum medical agencies



Communication may involve relaying complex and confidential information between clinical staff and patients - the postholder should be able to relay this information accurately, with understanding and with empathy

On occasion may need to use initiative to overcome language barriers in order to relay information



Ensure that patients are treated with courtesy, dignity and respect

Providing the efficient and effective administrative support to the department



Handle routine and non-routine enquiries in an efficient manner and ensure appropriate follow through using initiative to deal with all enquiries either verbally or in writing

Make judgements in order to maximise usage of Ophthalmology capacity whilst remaining within local and national targets



Accurately record all data on the IHCS, Galaxy and mediSIGHT

Ensure that referrals, queries and data are received, actioned and recorded in an accurate and timely fashion



Be responsible for updating the clinical systems with all confirmed admission and clinic dates



Where appropriate to update the PTL in an accurate and timely manner

Ensure that each patient has a pre-assessment (where appropriate), and it is booked in a timely manner prior to admission

Basic Excel skills

Dealing with patients on the telephone and in person, to negotiate admission/clinic dates and time Dealing with cancer/emergency patient queries and concerns in person and on the telephone with empathy and consideration

Ensure that all protocols are maintained and are kept up to date



Advise management of any service deviations



Comply with the Trust's Patient Access Policy and Standard



Operating Procedures



Identify areas for service improvement and support implementation, including development and maintenance of protocols

Arrange and negotiate with each Patient the admission date and time to ensure they are booked in accordance with Cancer targets, the Patient Access Policy and Referral to Treatment target escalating as necessary to the Admin Team Leaders and Practice Manager as required

Responsibility for keeping own IT equipment/records safe from damage and access by unauthorised users



Work proactively and independently both with and without supervision, ensuring day to day tasks are completed in a timely manner



Support new and current staff in their role and ensure compliance with Standard Operating Procedures



Provide cover for the other members of the team, as required

Actively contribute to the development of new processes, protocols and standard operating procedures

Ensure relevant training is completed in order to use Trust IT computer systems.

Use the relevant Trust IT computer systems to maintain patient records



Manage own workload

Participate in the training of new staff members as appropriate

Ensure that all communication received (both verbal and non-verbal) is actioned and/or recorded appropriately

Provide support and cover, when required, to colleagues as determined by the Admin Team Leaders and Practice Manager

Attend and participate in departmental meetings and take notes / minutes as required



Attend and contribute to regular team meetings