Outpatient Clinic Coordinator - Brent Cross

Job overview

Moorfields Eye Hospital invites applications for the role of Outpatient Clinic Coordinator. You will be required to provide high quality clerical and administrative support as a member of one of our administrative teams. You will act as first point of contact for all patients, both in a busy outpatient environment and in the administrative offices. We are passionate about delivering an excellent service to patients and you will play a crucial role in achieving this.

Reception duties include meeting and greeting patients on arrival to the hospital, checking patients in to the appropriate clinics using the Trust's patient administration system, booking clinic appointments, and accurate recording of patient data.

You must have good interpersonal skills, a polite and courteous manner, and a professional attitude. You must have effective verbal and written communication skills and enjoy working as part of a team. You must be able to cope under pressure in a busy working environment. Accuracy and attention to detail are essential, as are good computer skills, although training will be provided on all in-house systems.

Main duties of the job

• To provide a professional, comprehensive and efficient reception and administration service to the Trust’s outpatient clinics based at MEH Brent Cross. •    To promote a positive image of the Trust’s outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patient care first. •    To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping. •    To ensure adherence to the Trust’s Access Policy at all times. •    To collate and prepare hospital medical records for patients’ appointments. •    To work as part of a large administrative team and provide cross cover as and when required. •    To actively reduce the number of hospital appointments not attended by calling patients to remind them about their appointment at agreed timescales.

Detailed job description and main responsibilities

• Provide a high standard of receptionist and general administrative support, to include filing, emailing, phone calls, photocopying to designated outpatient clinics. •    Be courteous and professional when dealing with patients, colleagues and other stakeholders, adhering to service guidelines and standards. •    Open and sort incoming mail. •    Ensure clinic digital screens and whiteboards are updated with the correct and most recent information. •    Ensure that patients are correctly identified when they arrive for their outpatient clinic appointments. •    Check that patient information, such as address and general practitioner details, are accurate and up to date and make any necessary alterations to the patient’s health record and electronic administrative systems. •    Assess patient eligibility for NHS treatment in accordance with Department of Health and Trust policies and procedures. •    Record the patients’ attendance at clinic, ensuring that data relating to time of arrival, time of departure and any outpatient procedure codes are accurately recorded on electronic administrative systems. •    Following attendance, record outpatient outcomes, Referral To Treatment status and where appropriate, outpatient procedure coding promptly for every patient. •    Book appointments for diagnostic purposes in liaison with the appropriate departments. •    Make follow-up appointments as requested by the clinician within appropriate timeframes as far as possible make all follow-up appointments by agreement with the patient before they leave the clinic. •    Where issues and/or problems are identified with appointment booking, highlight these with clinicians, ensuring they are addressed in accordance with the Trust’s Access Policy. •    Ensure regular communication and liaison with the clinical and nursing teams working in clinics to keep them informed of any problems that may impact on the running of the clinic, e.g. patients arriving late. •    Respond to immediate patient queries regarding their treatment pathway, interpreting and explaining in simple terms where there are barriers to understanding.