Band 3 Appointments & ERS Administrator
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Job summary
An exciting opportunity has arisen to join our busy Outpatients Appointments Administrative Team at King George Hospital. A full-time position has become available as an Appointments & ERS Administrator providing support to our patients. You would be expected to be patient focused and have excellent customer service skills delivering a high level of support, providing an excellent patient experience. The postholder should have good written and verbal communication skills, be conscientious and proactive within their role interacting with various professionals within the hospital and often externally. If you have the knowledge and skills, please apply.
Main duties of the job
The purpose of the Appointments and ERS Administrator is to be the point of contact for patients to book and change appointments and answer queries from patients with regards to their hospital appointment. They are responsible for the management of patient appointments and should be proficient in the use of the hospital booking systems including ERS and Careflow and be prepared to be trained in all future technology.
The post holder should ensure ERS referrals and internal referrals are processed appropriately and manage and escalate the appointment slot issues (ASI's) generated through the E-Referral system to your Team Leader. They should also address and action appointment changes and requests made by the patient using the appointments phone line, the email service 'My Appointment' or the Envoy text messaging service.
The Appointments and ERS Administrator should support the services and Team Lead's with adjustments to Outpatient clinics on the local Careflow system including the cancellation, reduction, reinstating and/or re-profiling of clinics.
All new and follow up appointments should be processed according to the Trust policies and department procedures.
About us
Under the leadership of our Chair Jacqui Smith and Matthew Trainer, our Chief Executive, we provide care for the residents of three of the most diverse London boroughs. More than half of our 7,500 strong workforce are from black, Asian and minority ethnic groups and most live in Barking and Dagenham, Havering and Redbridge. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.
Our services include all the major specialties of large acute hospitals, operating from two main sites - King George Hospital in Goodmayes and Queen's Hospital in Romford. We also provide outpatient services at Brentwood Community Hospital, Barking Hospital, Loxford Polyclinic, and Harold Wood Polyclinic. We have two of the busiest emergency departments in London.
As we recover from Covid-19, we're proud to be leading the way nationally in reducing the time our patients wait to get the treatment they need. The pandemic provided the drive forour teams to innovate and change.
We know we have more work to do to improve waiting times for urgent and emergency care, and our performance against the four-hour emergency access standard remains challenged, in comparison to many other London trusts.
We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We're also pleased to be part of the NEL Cancer Alliance.
Details
Date posted
11 September 2023
Pay scheme
Agenda for change
Band
Band 3
Salary
£27,129 to £28,649 a year per annum inclusive
Contract
Permanent
Working pattern
Full-time
Reference number
162-5311-SH
Job locations
King George Hospital
Ilford
IG3 8YB
Employer details
Employer name
Barking, Havering and Redbridge University Hospitals NHS Trust
Address
King George Hospital
Ilford
IG3 8YB
Employer's website
https://www.bhrhospitals.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
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