Job summary
We areseeking to recruit an Outpatient Appointments Administrator who has a passion for high quality customer care.
You will be working as a member of the Acute Surgery Bookings Team who are based at County Hall.
This role at County Hall will be dealing with tasks such as taking high volumes of patient telephone calls, booking appointments, and supporting the wider outpatient team. You will be dealing with queries from consultants and other Trust staff and will use your initiative to know when help from a more senior staff member is required. Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.
If you are interested in being part of our team, please apply today!
Main duties of the job
As an Outpatient Appointments Administrator you will receive training and guidance in order to provide support to the Outpatient Admin department at County Hall.
You'll be responsible for the booking and monitoring of outpatient appointments in a call centre setting . You will also assist with managing patient referrals in line with key performance indicators, and providing quality customer service to our patients.
You will be working within set work patterns, prioritising your own work efficiently and effectively to ensure all administrative duties are met; highlighting any issues to the outpatient appointment supervisor. You will also be dealing with queries from consultants and other Trust staff and will use your initiative to know when help from a more senior staff member is required.
About us
Musgrove Park Hospital in Taunton, part of Somerset NHS Foundation Trust, is a successful, progressive and ambitious District General Hospital, the largest in Somerset, providing acute and community services to over 600,000 people living in Somerset.
As an organisation, the NHS offers a wide range of benefits including flexible working, pension contributions, market leading annual leave allowance, career progression and regular conversations, not to mention our Blue Light Card and NHS exclusive discounts.
The benefits of working in Somerset include the idyllic countryside, with our areas of outstanding beauty and stunning coastlines. You will get to enjoy these perks whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.
There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable. You will experience the best of both in Somerset, the countryside and the cosmopolitan - there is truly something for everyone!
Job description
Job responsibilities
We areseeking to recruit an Outpatient Appointments Administrator who has a passion for high quality customer care.
You will be working as a member of the Acute Surgery Bookings Team who are based at County Hall.
This role at County Hall will be dealing with tasks such as taking high volumes of patient telephone calls, booking appointments, and supporting the wider outpatient team. You will be dealing with queries from consultants and other Trust staff and will use your initiative to know when help from a more senior staff member is required. Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.
Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with TrustPolicy Follow relevant Trust policies and Follow Trust guidelines for administrative and clerical services.
Please refer to the attached Job Description for further information.
Job description
Job responsibilities
We areseeking to recruit an Outpatient Appointments Administrator who has a passion for high quality customer care.
You will be working as a member of the Acute Surgery Bookings Team who are based at County Hall.
This role at County Hall will be dealing with tasks such as taking high volumes of patient telephone calls, booking appointments, and supporting the wider outpatient team. You will be dealing with queries from consultants and other Trust staff and will use your initiative to know when help from a more senior staff member is required. Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.
Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with TrustPolicy Follow relevant Trust policies and Follow Trust guidelines for administrative and clerical services.
Please refer to the attached Job Description for further information.
Person Specification
Qualifications
Essential
- As a minimum GSCEs in English Language and Maths or functional skills
Knowledge
Essential
- IT literate; including recent experience of using Microsoft packages such as Word, Outlook and Excel
Desirable
- Knowledge of medical terminology
- Working knowledge of in-house hospital systems
Experience
Essential
- Experience of dealing with patients/customers
- Evidence of prioritising workloads/good time management
- Proven experience of working well as part of a team
Desirable
- Experience of working in a healthcare setting/previous experience of NHS administration processes
- Minimum 1 year office experience within last 5 years
- Experience of high volume contacts with patients/customers using the telephone
Communication Skills
Essential
- Must be able to communicate in English Language, both written and verbally appropriate
- Excellent communication skills, able to communicate effectively at all levels
- Ability to maintain good quality professional relationships even when dealing with contentious matters
- Polite and professional at all times
Planning and Organising Skills
Essential
- Ability to multi task
- Ability to organise own time
Person Specification
Qualifications
Essential
- As a minimum GSCEs in English Language and Maths or functional skills
Knowledge
Essential
- IT literate; including recent experience of using Microsoft packages such as Word, Outlook and Excel
Desirable
- Knowledge of medical terminology
- Working knowledge of in-house hospital systems
Experience
Essential
- Experience of dealing with patients/customers
- Evidence of prioritising workloads/good time management
- Proven experience of working well as part of a team
Desirable
- Experience of working in a healthcare setting/previous experience of NHS administration processes
- Minimum 1 year office experience within last 5 years
- Experience of high volume contacts with patients/customers using the telephone
Communication Skills
Essential
- Must be able to communicate in English Language, both written and verbally appropriate
- Excellent communication skills, able to communicate effectively at all levels
- Ability to maintain good quality professional relationships even when dealing with contentious matters
- Polite and professional at all times
Planning and Organising Skills
Essential
- Ability to multi task
- Ability to organise own time
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.
