Job summary
The post holder will be responsible for booking outpatient appointments over the Trust sites. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems.
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.
Main duties of the job
To ensure all phone calls are dealt in a professional and timely manner
To ensure all patients and visitors are treated with dignity, respect and empathy
To support the Trust in delivering NHS targets
To be multi-skilled in your working role and be able to assist in all areas of the department
To support the implementation of all new IT and patient administration systems
About us
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
Frimley Health Trust benefits on Vimeo
Job description
Job responsibilities
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.
Job description
Job responsibilities
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.
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
- Customer care experience
Desirable
- Call Centre experience
- NHS Experience
Skills & Knowledge
Essential
- Good communication skills both verbal and in writing
- Demonstrate attention to detail and accuracy when completing tasks
- Flexible and balanced approach to work
- Ability to work under pressure
- Ability to work using own initiative
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
- Exceptional interpersonal skills
- Empathetic problem solving kills
- Time Management skills
- Multi-tasking skills
- Ability to communicate appropriately and professionality to patients and staff at different levels
- Ability to act on own initiative, assessing problems and queries and understanding which can be resolved and which must be passed on
- Ability to prioritise workload
Desirable
- Good knowledge of NHS targets
- Knowledge of clinical and surgical procedures
- Knowledge of medical terminology
- Knowledge of current NHS issues relating to the referral to treatment targets waiting lists and the Trust Access Policy
Special Requirements
Essential
- Behave in an ethical and professional manner
- An awareness of the importance of the role to patient care
- Flexible, adaptable and ability to manage change
- Willingness and ability to comply with the Trust's Corporate Image Policy
- Good understanding of patient confidentiality
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
- Customer care experience
Desirable
- Call Centre experience
- NHS Experience
Skills & Knowledge
Essential
- Good communication skills both verbal and in writing
- Demonstrate attention to detail and accuracy when completing tasks
- Flexible and balanced approach to work
- Ability to work under pressure
- Ability to work using own initiative
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
- Exceptional interpersonal skills
- Empathetic problem solving kills
- Time Management skills
- Multi-tasking skills
- Ability to communicate appropriately and professionality to patients and staff at different levels
- Ability to act on own initiative, assessing problems and queries and understanding which can be resolved and which must be passed on
- Ability to prioritise workload
Desirable
- Good knowledge of NHS targets
- Knowledge of clinical and surgical procedures
- Knowledge of medical terminology
- Knowledge of current NHS issues relating to the referral to treatment targets waiting lists and the Trust Access Policy
Special Requirements
Essential
- Behave in an ethical and professional manner
- An awareness of the importance of the role to patient care
- Flexible, adaptable and ability to manage change
- Willingness and ability to comply with the Trust's Corporate Image Policy
- Good understanding of patient confidentiality
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.
