Patient Services Advisor Band 3

Booking PatientsTo support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.To support with rescheduling patient appointments/procedures cancelled by the patient, when required, ensuring adherence to the Access Policy.To support with rescheduling patient appointments/admissions cancelled by the hospital, when required, ensuring they have been approved by the Clinic Management & Performance Team (following agreed service level agreement (SLAs and SOPs).To monitor appointment slot/theatre slot capacity (via empty slot reports) to ensure slots are filled if they become available.To prioritise and manage own workload and ensure that patients are booked in chronological and clinical priority (or as specified in Elective Access Policy).To liaise with the Cancer Centre team to ensure patients on a two week wait (2WW) pathway are appropriately managed post-appointment.To fill shortnotice clinic slots and contact patients to offer alternative appointments where needed.To book urgent appointments and procedures e.g within set timeframe / with other considerations when required.Patient ContactTo contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.To answer any inbound queries via relevant channels and to transfer to a different team or Patient Service Supervisor as and when required.To produce post-appointment clinical letters using clinician dictations and coordinating timely delivery to GPs/referrers/patients/patient deputies.To signpost patients to correct services, where appropriate.To perform non-clinical triage (e.g. if red-flag symptoms are disclosed by patient) and escalate for clinical triage or another appropriate route as defined in the Patient Services Hub SOPs.To ensure any patient accessibility requirements (such as transport or translator needs) are recorded appropriately and any associated admin to facilitate these requirements is completed.To communicate with patients, or their representatives, in a clear, compassionate manner. Job description Job responsibilities Booking PatientsTo support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.To support with rescheduling patient appointments/procedures cancelled by the patient, when required, ensuring adherence to the Access Policy.To support with rescheduling patient appointments/admissions cancelled by the hospital, when required, ensuring they have been approved by the Clinic Management & Performance Team (following agreed service level agreement (SLAs and SOPs).To monitor appointment slot/theatre slot capacity (via empty slot reports) to ensure slots are filled if they become available.To prioritise and manage own workload and ensure that patients are booked in chronological and clinical priority (or as specified in Elective Access Policy).To liaise with the Cancer Centre team to ensure patients on a two week wait (2WW) pathway are appropriately managed post-appointment.To fill shortnotice clinic slots and contact patients to offer alternative appointments where needed.To book urgent appointments and procedures e.g within set timeframe / with other considerations when required.Patient ContactTo contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.To answer any inbound queries via relevant channels and to transfer to a different team or Patient Service Supervisor as and when required.To produce post-appointment clinical letters using clinician dictations and coordinating timely delivery to GPs/referrers/patients/patient deputies.To signpost patients to correct services, where appropriate.To perform non-clinical triage (e.g. if red-flag symptoms are disclosed by patient) and escalate for clinical triage or another appropriate route as defined in the Patient Services Hub SOPs.To ensure any patient accessibility requirements (such as transport or translator needs) are recorded appropriately and any associated admin to facilitate these requirements is completed.To communicate with patients, or their representatives, in a clear, compassionate manner.