Job summary
An exciting opportunity has arisen in the Orthopaedic waiting list team at Heatherwood Hospital . We are looking for an approachable and patient focused team player who is naturally suited to uphold our trust values in the workplace.
The role can be extremely busy so excellent organisational skills and the ability to multi-task is paramount. Outstanding communication skills, the ability to meet tight deadlines, a willingness to learn and work effectively as part of a team are a must.
If you enjoy an environment which involves liaising with patients, clinical staff and fellow team members whilst using your own initiative then this is the role for you.
Main duties of the job
The post holder will be responsible for booking Orthopaedic operations across all Trust sites. The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.
About us
Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.
As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.
We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.
Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.
We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical, and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties.
Job description
Job responsibilities
- To ensure all phone calls are dealt with in a professional and timely manner from patients waiting for surgery.
- To ensure all patients are treated with dignity, respect and empathy at all times
- To deal with patients in a polite and respectful manner complying with their requests where possible
- To support the Trust in delivering NHS targets
- To respond in a timely fashion to all administrative duties within the team
- To support the implementation of all new IT and patient administration systems
- Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
- To be multi-skilled in your working role and able to assist in all areas of the department as and when required
- To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
- To ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the patient administration system in accordance with Information Quality Assurance 2
- Follow all Trust and local policies and procedures at all times
- To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
- Generating patient letters from the computer system and updating records accordingly.
- Ensuring all records and requests are dealt promptly and accurately filed and maintained.
- To ensure patients are booked within their targets dates unless the patient chooses to wait for their procedure.
- Conduct regular reviews of their waiting lists on the Electronic Patient Record system.
- Regular review of PTLs ensuring that patients are treated in accordance with Trust policy on waiting times.
- To inform appropriate personnel of any patients who have been cancelled on day (COD), ensuring correct COD outcome has been used. Ensure patients are re-admitted in accordance with the COD Policy.
- To liaise with the team leader to provide a high-quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
- To adhere to the Trust values of being committed to excellence, working together and facing the future
- To attend specialty meetings for your lead specialty as and when required.
- Follow all Trust and local policies and procedures within the waiting list team at all times
Job description
Job responsibilities
- To ensure all phone calls are dealt with in a professional and timely manner from patients waiting for surgery.
- To ensure all patients are treated with dignity, respect and empathy at all times
- To deal with patients in a polite and respectful manner complying with their requests where possible
- To support the Trust in delivering NHS targets
- To respond in a timely fashion to all administrative duties within the team
- To support the implementation of all new IT and patient administration systems
- Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
- To be multi-skilled in your working role and able to assist in all areas of the department as and when required
- To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
- To ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the patient administration system in accordance with Information Quality Assurance 2
- Follow all Trust and local policies and procedures at all times
- To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
- Generating patient letters from the computer system and updating records accordingly.
- Ensuring all records and requests are dealt promptly and accurately filed and maintained.
- To ensure patients are booked within their targets dates unless the patient chooses to wait for their procedure.
- Conduct regular reviews of their waiting lists on the Electronic Patient Record system.
- Regular review of PTLs ensuring that patients are treated in accordance with Trust policy on waiting times.
- To inform appropriate personnel of any patients who have been cancelled on day (COD), ensuring correct COD outcome has been used. Ensure patients are re-admitted in accordance with the COD Policy.
- To liaise with the team leader to provide a high-quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
- To adhere to the Trust values of being committed to excellence, working together and facing the future
- To attend specialty meetings for your lead specialty as and when required.
- Follow all Trust and local policies and procedures within the waiting list team at all times
Person Specification
Qualifications
Essential
- GCSE English and Maths pass or equivalent
- ECDL or equivalent
Desirable
- NVQ Level 2 Administration or equivalent practical knowledge
Experience
Essential
- Experience of working in a hospital or busy office environment.
- Significant experience in difficult patient situations.
- Minimum of 1 year customer care experience
Desirable
- Call centre experience
- NHS experience
Skills and Knowledge
Essential
- Good communication skills both verbal and in writing
- Demonstrate attention to detail and accuracy when completing tasks
- Ability to work under pressure
- Ability to work using own initiative
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
Desirable
- Call centre experience
- Good knowledge of NHS targets
- Knowledge of clinical and surgical procedures
Person Specification
Qualifications
Essential
- GCSE English and Maths pass or equivalent
- ECDL or equivalent
Desirable
- NVQ Level 2 Administration or equivalent practical knowledge
Experience
Essential
- Experience of working in a hospital or busy office environment.
- Significant experience in difficult patient situations.
- Minimum of 1 year customer care experience
Desirable
- Call centre experience
- NHS experience
Skills and Knowledge
Essential
- Good communication skills both verbal and in writing
- Demonstrate attention to detail and accuracy when completing tasks
- Ability to work under pressure
- Ability to work using own initiative
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
Desirable
- Call centre experience
- Good knowledge of NHS targets
- Knowledge of clinical and surgical procedures
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
