At King's College Hospital NHS Foundation Trust, the Outpatient Clinic Clerk plays a crucial and active role in achieving the smooth day-to-day running of the Liver outpatient department. You will work closely with administrative and clinical colleagues to provide a high quality telephony, administrative and reception service to patients, their relatives/carers and clinical staff. You will also be required to understand all aspects of the telephone appointment system and administration of the clinics held within the Liver outpatient service.
● To follow agreed protocols and practice in relation to all aspects of outpatient referral, appointment, clinic and reception administration.
● To ensure telephone queries are responded to in a timely manner and at all times deliver a courteous, friendly and efficient service.
● To ensure that reception and clinic preparation services are provided in a consistent manner with the highest standard of customer care, remembering that Liver outpatients will often be the first contact that patients and relatives have with both Liver services and the Hospital.
● To exercise good organisational and team working skills but also work alone in preparing and managing designated clinics.
● To ensure that data input in the hospital IT systems – PIMS and other software – as required, meets the Trust standards of data quality, detail, accuracy and timeliness. This can be complex; will require knowledge of the 18-week pathway and the ability to make some judgments based on previous patient activity.
● To prioritise own workload to ensure all patients’ notes are requested/located in a timely fashion according to agreed protocols and that each clinic is properly prepared to ensure clinical providers can make informed treatment decisions. This will involve lifting notes frequently throughout the day and you may be required to push a trolley filled with medical notes around the hospital campus.
● Supporting and completing the Liver Outpatient service audits. For example of waiting times, DNAs, Patient satisfaction surveys, hospital cancelled appointments etc.
● To ensure that patient records are properly maintained in a complete, orderly and accurate state, thus preventing the loss or misplacement of vital patient information and ensuring their suitability for use by clinical providers at all times.
● To liaise with patients via telephone calls, letters or through their visits to the department ensuring that they are offered choice in their appointment date and time.
● To book and record orders for interpreters as required.
● To provide non-clinical advice, information or guidance to patients, relatives or carers.
● To change appointments using the correct procedure on the patient administration system. To take the necessary action to fill slots created by cancellations, escalating if necessary.
● To be aware of individual consultant guidelines with regard to overbooking of clinics and ensure these are adhered to in order to minimise the disruption to clinics.
● To ensure that patients requiring follow-up outpatient appointments have these arranged within agreed timescales.
● To follow and operate the DNA policy for patients who fail to attend appointments.
● To answer telephone/email queries from clinical and administrative staff, in a tactful, timely manner and taking appropriate action as required.
At Kings College Hospital NHS Foundation Trust, you will be working towards a Business Administration Level 3 apprenticeship over the course of 18 months.
● Proficient in Microsoft packages
No qualifications required!
There are many opportunities for progression and development.
Training to be delivered:
● Business Administration Level 3
● Functional Skills in English and maths