Patient Pathway Officer - Contact Centre

It is a very exciting time to be joining the Outpatient Team at North Middlesex university Hospital, the post holder will have day-to-day responsibility for providing a high quality reception and clericalservice to the outpatient clinics, you will need to be available to work some weekends and be flexible with their working hours, you will cross cover departments for other staff as and when required. Ensuring that all patient attendances are accurately recorded on all appropriate hospital IT systems including our PAS called Medway. The post holder will also be responsible for the timely and accurate checking in and out of patients, confirming attendances with patients. They will also be responsible for answering the telephone, Pre-Assessment Department and Theatres along with liaising with the multi-disciplinary team, other departments and services to answer queries. To ensure that all patient notes are available in a timely manner. The successful candidate should be flexible with regards to working occasional late shifts, with good IT skills, and experience in filing and other clerical duties. This role is 2 days a week 7.5 hours a shift role, role require to work in OPD contact centre to serve patient calls coming in and also to cover reception duties where required as per service needs.For further information please contact,

• Responsible for answering external and internal patient enquiries on phone within agreed performance, quality and other service level agreements. Provides a flexible service to all patients with emphasis on patient satisfaction.
• Booking patients follow up onto the computer system.
• Update all demographics details, generate required letters.
• Complete outcomes of clinics and accurate recording of 18 weeks pathway.
• Deal with telephone and face to face enquiries from all staff groups, patients, relatives, carers, providing information, directing and prioritising queries as appropriate, in a professional and pleasant manner.
• Communicate verbally in a sensitive and caring manner at all times.
• Plan and organise workload to ensure service delivery is maintained and met to specialist delivery directives.
• To work flexibly as part of a team and cross cover other staff across the service to ensure a consistent and effective administration service is maintained at all times.
• To be proactive in supporting the changing demands within the service likely to impact on the administrative services.
• To provide and support for junior staff as required.
• Track case notes and other documentation in line with trust protocols.
• To collect urgently requested medical notes by consultants from main file and liaise with medical records staff if necessary.
• To report any service/performance shortfalls to Team Leaders and work as part of a team in order to address such areas.
  
  North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.
We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.