Patient Service Advisor- Band 3NHS
Job summary
Working in the Patient Service Hub under the Patient Contact Pillar., either in the Phone Hub or Clinic Typing.
To answer incoming calls from patients and Health Care Professionals . Dealing with queries and where necessary forwarding to CSO Teams and other departments using the Call Logging System or Outlook E-mail system. Monitoring the Patient Service and Patient Contact inbox along with the call Logging System queries.
Producing high standard Clinic Letters using the Big Hand dictation system. Ensuring target times are met. Printing and posting clinic letters.
The above two roles come under the Patient Contact Pillar where it is possible to work for both teams .
Main duties of the job
To lead on delivering care coordination activi.
To ensure patients receive appointments and are admitted for elective procedures in a timely manner.
To ensure patients receive all relevant information in a timely, accurate and effective way.
To be responsible for answering general patient enquiries, appointment/procedure queries.
To deliver passionate and strong communication between the patient (or representative), the Patient Service Hub and other Trust, Group and Healthcare services
To use Patient Service Hub information systems for the recording and reporting of clinical and performance data in accordance with the Trust's and wider Group's IT Strategy
To monitor and action booking tasks in line with Patient Services Hub SOPs and SLAs.
To escalate any issues that require escalation or oversight support to the Patient Services Supervisor and take actions as directed
To proactively flag potential RTT/CWT risks to the Patient Services Supervisor and take actions as directed
To work to reporting deadlines and inform Patient Service Supervisors in advance of potential problems and breaches.
To follow Patient Services Hub, wider Trust and wider Group procedures and protocols, for example the Elective Access Policy and Standard Trust Administration Guidelines (STAGS).
Job description
Please see full JD, overview as follows:
Booking Patients - To support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.
Patient Contact -To contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.
Communication & Relationship -To liaise with other Patient Service Hub teams and departments, as well as wider Trust/Group/Healthcare services when required.
Ensuring Data Accuracy - To be proficient in the use of Patient Services Hub care coordination systems.
Ensuring compliance with National and Local Protocols - To, in line with local procedures, indicate if asked/required the potential wait times for appointments/admissions.
General Office Duties - To work in accordance with Patient Service Hub SOPs and SLAs.
About us
United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service.
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).