Appointments Administrator

County Durham & Darlington NHS Foundation Trust

9d ago

Job
Full-time
Junior & Mid Level

AI generated summary

You must process patient data accurately, address safeguarding concerns, manage sensitive information, and provide empathetic support to patients while prioritizing tasks independently.
You will process patient appointments, ensure data quality, support GPs, handle sensitive information, communicate effectively, adjust workloads, and assist with clinic issues as needed.

Requirements

- Processing all new patients on Patient Administration Systems where the patient has not attended clinic but need a further appointment
- Consideration needs to be given as to whether a safeguarding issue should be raised for paediatrics or vulnerable patients who have been unable to access their appointment
- Prompt rebooking must take place for all paediatrics and elderly patients within trust guidelines
- Responsible for data quality when updating patient demographics, next of kin, adding referrals, extracting and producing information (including information to patients) in the trust across all of the Patient Administration Systems
- Maintaining information across multiple complex computer systems, including Microsoft packages, shared drives, EPR, E-referral System, and NHS Spine Portal
- Providing support and guidance to GP surgeries, secretaries and consultants on how to use each of the computer systems where necessary
- Managing multiple systems is complex and attention to detail is essential to ensure accuracy
- Adhering to Confidentiality and Data Protection Policies is vital
- Deal with sensitive and confidential information in a calm and professional manner adhering to both Internal and National guidelines
- When taking calls, you may have to provide sensitive, confidential and complex information to patients and or their carers often in response to invitations sent by the department
- Appointments must be booked sensitively, with an empathetic manner, reassuring any distressed or confused patients
- Highlight appropriate contacts if patients require further medical information which is not in our remit to share
- Treat everyone with respect and dignity
- Help patients to overcome any boundaries that may prevent them from attending appointments
- Provide information regarding transport, wheelchair availability, portering services and interpreting services
- Provide communications in a range of formats including large print or braille
- Adjust communication techniques supporting those that cannot read, or do not understand or are scared about their appointment
- Book interpreters if necessary and ensure patients are aware using the correct communication tools
- Where a patient is not responding the GP may need to be contacted by the Appointments Administrator to ask for their assistance in contacting the patient
- Autonomously organise and prioritise your own workload according to the variable demands of the specialties and the department; adjusting the priorities throughout the day as further work is emailed in to the department or when processing more complex bookings and dealing with both internal and external calls
- Liaise with consultants to advise of any issues around slot booking and overbooking of clinics where guidance has not already been provided
- To have a flexible approach to the departments demands and to assist where appropriate in the provision of cover for other colleagues and departments during emergencies, sickness and holidays

Responsibilities

Processing all new patients on Patient Administration Systems where the patient has not attended clinic but need a further appointment.
Consideration needs to be given as to whether a safeguarding issue should be raised for paediatrics or vulnerable patients who have been unable to access their appointment.
Prompt rebooking must take place for all paediatrics and elderly patients within trust guidelines.
Responsible for data quality when updating patient demographics, next of kin, adding referrals, extracting and producing information (including information to patients) in the trust across all of the Patient Administration Systems.
Maintaining information across multiple complex computer systems, including Microsoft packages, shared drives, EPR, E-referral System, and NHS Spine Portal.
Providing support and guidance to GP surgeries, secretaries and consultants on how to use each of the computer systems where necessary.
Managing multiple systems is complex and attention to detail is essential to ensure accuracy.
Adhering to Confidentiality and Data Protection Policies is vital.
Deal with sensitive and confidential information in a calm and professional manner adhering to both Internal and National guidelines.
When taking calls, you may have to provide sensitive, confidential and complex information to patients and or their carers often in response to invitations sent by the department.
Appointments must be booked sensitively, with an empathetic manner, reassuring any distressed or confused patients.
Highlight appropriate contacts if patients require further medical information which is not in our remit to share.
Treat everyone with respect and dignity.
Help patients to overcome any boundaries that may prevent them from attending appointments.
Provide information regarding transport, wheelchair availability, portering services and interpreting services.
Provide communications in a range of formats including large print or braille.
Adjust communication techniques supporting those that cannot read, or do not understand or are scared about their appointment.
Book interpreters if necessary and ensure patients are aware using the correct communication tools.
Where a patient is not responding the GP may need to be contacted by the Appointments Administrator to ask for their assistance in contacting the patient.
Autonomously organise and prioritise your own workload according to the variable demands of the specialties and the department; adjusting the priorities throughout the day as further work is emailed in to the department or when processing more complex bookings and dealing with both internal and external calls.
Liaise with consultants to advise of any issues around slot booking and overbooking of clinics where guidance has not already been provided.
To have a flexible approach to the departments demands and to assist where appropriate in the provision of cover for other colleagues and departments during emergencies, sickness and holidays.

FAQs

What is the primary responsibility of an Appointments Administrator?

The primary responsibility of an Appointments Administrator is to process new patients on Patient Administration Systems, ensuring prompt rebooking for paediatric and elderly patients, while maintaining data quality and confidentiality.

How should sensitive information be handled in this role?

Sensitive information must be dealt with in a calm and professional manner, adhering to both Internal and National guidelines on Confidentiality and Data Protection.

What systems will I need to manage as an Appointments Administrator?

You will need to manage multiple complex computer systems, including Microsoft packages, shared drives, EPR, E-referral System, and NHS Spine Portal.

How should appointments be booked for distressed or confused patients?

Appointments must be booked sensitively and with an empathetic manner, reassuring any distressed or confused patients throughout the process.

What support is provided to patients who may have difficulties attending appointments?

Support includes providing information about transport, wheelchair availability, portering services, interpreting services, and adjusting communication techniques to help those who cannot read or understand.

Is it necessary to liaise with consultants in this role?

Yes, you will need to liaise with consultants to advise on any issues related to slot booking and address overbooking of clinics.

How should I prioritize my workload in this role?

You should autonomously organize and prioritize your own workload according to the variable demands of the specialties and department, adjusting priorities throughout the day as needed.

What should I do if a patient is not responding to appointment communications?

If a patient is not responding, you may need to contact their GP for assistance in reaching out to the patient.

Are there any specific guidelines to follow for rebooking paediatric patients?

Yes, prompt rebooking must take place for all paediatric patients within trust guidelines, and consideration of any safeguarding issues is necessary.

Is flexibility required in this position?

Yes, a flexible approach to the department's demands is required, including providing cover for other colleagues and departments during emergencies, sickness, and holidays.

County Durham & Darlington NHS Foundation Trust

#TeamCDDFT

Science & Healthcare

Industry

5001-10,000

Employees

2001

Founded Year

Mission & Purpose

University Hospital of North Durham, part of the County Durham and Darlington NHS Foundation Trust, provides a range of healthcare services, including emergency care, surgical treatments, and specialist services. Its mission is to deliver high-quality, patient-centered care while promoting health and well-being in the community. The hospital focuses on offering safe, effective, and compassionate care to meet the diverse needs of its patients.