Job summary
PREVIOUS APPLICANTS NEED NOT APPLY
Outpatient Booking Assistant Apprentice
An exciting opportunity has arisen to join our Booking Team at Queen Elizabeth Hospital Outpatients department as an apprentice, we are looking for highly motivated, organised, enthusiastic people to join us.
You will be a key member of the Booking Team responsible for the referral management and booking of Outpatient appointments using the Trusts PAS and the NHS Electronic Referral System.
It is essential that you are organised, ability to prioritise own workload and work well under pressure. Applicants must have a keen eye to detail and a willingness to learn.
DESCRIPTION OF TRAINING
The post holder will be supported to achieve an Apprenticeship in Business Administration. Through academic and work place activities, the post holder will develop the skills required in the job description, to work in a quality driven, responsive and customer orientated department. An apprentice will do 80% on the job training - work-based learning activity and the remaining 20% is off the job training (self-directed learning and classroom attendance.)
The apprenticeship is a work-based qualification evidenced via learning activity at work, a portfolio of work and observations. Training and assessment are completed on worksite, with some off the job training involving a combination of online learning, classroom attendance, webinars and self-directed learning.
Main duties of the job
An external assessor will carry out observations in the workplace to assess practical competence. All apprenticeship standards have End-point assessment (EPA). End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the 'Apprenticeship Standard' have been met. Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.
You will be required to commit to the apprenticeship training study requirements and complete the training activities and assessments, in given timescales.
Please use the below link for further apprenticeship information
https://www.instituteforapprenticeships.org/apprenticeship-standards/business-administrator-v1-0
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
PREVIOUS APPLICANTS NEED NOT APPLY
Job description
Job responsibilities
Main Purpose of Post
The post holder will be one of a team of booking service assistants who will to provide a first class one-stop shop appointments service for elective care to: GPs, Healthcare professionals, patients and their representatives. They will work within a team making appointments, arranging outpatient appointments and dealing with all correspondence. This involves a comprehensive knowledge of the different departments within the Trust and who is responsible for the areas.
As such the post holder will be part of a team that incorporates booking outpatient appointments and dealing with patient queries relating to outpatient appointments and future appointments on the hospital (PAS) and the e-Referrals systems across Lewisham and Greenwich Trust.
When booking appointments a wide range of communication skills will be used in order to provide a patient centred booking service. The post holder will be sensitive to the needs of each individual, responding differently to a wide range of needs.
To ensure the smooth running of the main outpatients appointments office and provide an efficient service by ensuring outpatient appointments are dealt with in keeping with the Department of Healths guidelines concerning wait-times.
Main Duties and Responsibilities
- Book outpatient appointments using the Trust PAS systems, generating the appropriate outpatient appointment letter.
- Dealing with Outpatient appointment queries, cancel and reschedule outpatient appointments, update patient demographic details, clarifying receipt of referral to improve Trust data quality.
- Deal with Appointment Slot Issues (ASIs) via the Trust PAS systems daily.
- Prioritise the daily workload to ensure that any referrals received and all urgent matters are dealt with as soon as practicable and ensure a high level of clerical support is available.
- Receive internal and external telephone queries with regard to all outpatient matters and referring to appropriate departments as necessary.
- Input and extract patient information via the Trust PAS system or e-Referrals system.
- Scan and submit referrals onto the required database for triage and grading.
- Booked triaged outpatient referrals via the Trust PAS systems.
- Ensure all patient details are correctly and accurately entered on to the Trust (PAS) systems, and amend where necessary.
- To deal with all queries from patients and staff in a polite, professional and courteous manner.
- Liaise with GP surgeries and other healthcare professionals on any matter relating to patient referrals received.
- Book interpreter services and any other necessary services for patients and transfer the information on to the Trust PAS systems.
- Have full knowledge of all consultant names, their teams and specialties.
- To record any messages clearly and accurately and deliver them promptly.
- To act in such a manner as to maintain and protect patient confidentiality at all times.
- To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
- To ensure the telephones within the Outpatient Appointments office are answered professionally and all enquiries are dealt with efficiently.
- To speak to our patients and callers with respect and courtesy, be positive and helpful in providing excellent service and assistance.
- To adhere to National and Trust access target and policies, ensuring that patients are booked an outpatient appointment within the correct timescales to prevent breaching.
- To escalate any capacity issues when booking outpatient appointments to the relevant service manager within the 18 week RTT pathway.
- To photocopy or scan documents for the department as required.
- To participate in the orientation and training of new and temporary staff as required.
Confidentiality
The post holder must ensure that personal information for patients, and all other individuals attending the Trust is accurate and up to date, kept secure and confidential at all times in compliance with the Data Protection Act 1988, the Caldicott principles and the common law duty of confidentiality. The post holder must follow the record keeping guidelines established by the Trust to ensure compliance with the Freedom of Information Act 2000.
Data Protection Act
All staff who contribute to patients care records are expected to be familiar with, and adhere to, the Trusts Standards of Records Keeping Policy. Staff should be aware that patients care records throughout the Trust will be subject to regular audit.
All staff who have access to patients care records have a responsibility to ensure that these are maintained efficiently and that confidentiality is protected in line with the Trusts Code of Confidentiality Policy.
All staff have an obligation to ensure that care records are maintained efficiently and that confidentiality is protected. Staff are also subject to this obligation both on an implied basis and also on the basis that, on accepting their job description, they agree to maintain both patient/client and staff confidentiality.
In addition, all health professionals are advised to compile records on the assumption that they are accessible to patients in line with the Data Protection Act.
Systems and IT Skills Requirements
All Trust staff need to have the essential IT skills in order to use the Trust Clinical Information System as well as other required IT related applications in their jobs. Initial and on-going IT applications and IT skills training will be provided to underpin this requirement.
Health and Safety
All staff must comply with all Trust Health & Safety Policies and Procedures. Staff must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974), and ensure that agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors.
Job description
Job responsibilities
Main Purpose of Post
The post holder will be one of a team of booking service assistants who will to provide a first class one-stop shop appointments service for elective care to: GPs, Healthcare professionals, patients and their representatives. They will work within a team making appointments, arranging outpatient appointments and dealing with all correspondence. This involves a comprehensive knowledge of the different departments within the Trust and who is responsible for the areas.
As such the post holder will be part of a team that incorporates booking outpatient appointments and dealing with patient queries relating to outpatient appointments and future appointments on the hospital (PAS) and the e-Referrals systems across Lewisham and Greenwich Trust.
When booking appointments a wide range of communication skills will be used in order to provide a patient centred booking service. The post holder will be sensitive to the needs of each individual, responding differently to a wide range of needs.
To ensure the smooth running of the main outpatients appointments office and provide an efficient service by ensuring outpatient appointments are dealt with in keeping with the Department of Healths guidelines concerning wait-times.
Main Duties and Responsibilities
- Book outpatient appointments using the Trust PAS systems, generating the appropriate outpatient appointment letter.
- Dealing with Outpatient appointment queries, cancel and reschedule outpatient appointments, update patient demographic details, clarifying receipt of referral to improve Trust data quality.
- Deal with Appointment Slot Issues (ASIs) via the Trust PAS systems daily.
- Prioritise the daily workload to ensure that any referrals received and all urgent matters are dealt with as soon as practicable and ensure a high level of clerical support is available.
- Receive internal and external telephone queries with regard to all outpatient matters and referring to appropriate departments as necessary.
- Input and extract patient information via the Trust PAS system or e-Referrals system.
- Scan and submit referrals onto the required database for triage and grading.
- Booked triaged outpatient referrals via the Trust PAS systems.
- Ensure all patient details are correctly and accurately entered on to the Trust (PAS) systems, and amend where necessary.
- To deal with all queries from patients and staff in a polite, professional and courteous manner.
- Liaise with GP surgeries and other healthcare professionals on any matter relating to patient referrals received.
- Book interpreter services and any other necessary services for patients and transfer the information on to the Trust PAS systems.
- Have full knowledge of all consultant names, their teams and specialties.
- To record any messages clearly and accurately and deliver them promptly.
- To act in such a manner as to maintain and protect patient confidentiality at all times.
- To proactively deal with potential situations of conflict, to diffuse and prevent patient complaints.
- To ensure the telephones within the Outpatient Appointments office are answered professionally and all enquiries are dealt with efficiently.
- To speak to our patients and callers with respect and courtesy, be positive and helpful in providing excellent service and assistance.
- To adhere to National and Trust access target and policies, ensuring that patients are booked an outpatient appointment within the correct timescales to prevent breaching.
- To escalate any capacity issues when booking outpatient appointments to the relevant service manager within the 18 week RTT pathway.
- To photocopy or scan documents for the department as required.
- To participate in the orientation and training of new and temporary staff as required.
Confidentiality
The post holder must ensure that personal information for patients, and all other individuals attending the Trust is accurate and up to date, kept secure and confidential at all times in compliance with the Data Protection Act 1988, the Caldicott principles and the common law duty of confidentiality. The post holder must follow the record keeping guidelines established by the Trust to ensure compliance with the Freedom of Information Act 2000.
Data Protection Act
All staff who contribute to patients care records are expected to be familiar with, and adhere to, the Trusts Standards of Records Keeping Policy. Staff should be aware that patients care records throughout the Trust will be subject to regular audit.
All staff who have access to patients care records have a responsibility to ensure that these are maintained efficiently and that confidentiality is protected in line with the Trusts Code of Confidentiality Policy.
All staff have an obligation to ensure that care records are maintained efficiently and that confidentiality is protected. Staff are also subject to this obligation both on an implied basis and also on the basis that, on accepting their job description, they agree to maintain both patient/client and staff confidentiality.
In addition, all health professionals are advised to compile records on the assumption that they are accessible to patients in line with the Data Protection Act.
Systems and IT Skills Requirements
All Trust staff need to have the essential IT skills in order to use the Trust Clinical Information System as well as other required IT related applications in their jobs. Initial and on-going IT applications and IT skills training will be provided to underpin this requirement.
Health and Safety
All staff must comply with all Trust Health & Safety Policies and Procedures. Staff must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974), and ensure that agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors.
Person Specification
Qualifications & Training
Essential
- oGood basic educational background
- oGCSE English and Maths or equivalent
Desirable
- oECDL
- oIT Qualifications
- oNVQ Level
Experience
Essential
- oCustomer Service experience or equivalent work experience
- oComputer literacy and keyboard skills
- oWillingness to develop computer skills
- oWorking to deadlines and targets
- oNHS Experience
Desirable
- oKnowledge of PAS
- oCall Centre or Switchboard experience
- oExperience of Access Database/ Excel Spreadsheets
Knowledge & Skills
Essential
- oGood verbal and written communication skills
- oAbility to prioritise
- oAble to work independently and as a team member
- oFlexible approach to working hours
- oRespect for confidentiality
- oAbility to deal with sensitive issues appropriately
Desirable
- oAbility to plan and co-ordinate work
- oInnovative
- oEvidence of interacting with a wide range of people
Person Specification
Qualifications & Training
Essential
- oGood basic educational background
- oGCSE English and Maths or equivalent
Desirable
- oECDL
- oIT Qualifications
- oNVQ Level
Experience
Essential
- oCustomer Service experience or equivalent work experience
- oComputer literacy and keyboard skills
- oWillingness to develop computer skills
- oWorking to deadlines and targets
- oNHS Experience
Desirable
- oKnowledge of PAS
- oCall Centre or Switchboard experience
- oExperience of Access Database/ Excel Spreadsheets
Knowledge & Skills
Essential
- oGood verbal and written communication skills
- oAbility to prioritise
- oAble to work independently and as a team member
- oFlexible approach to working hours
- oRespect for confidentiality
- oAbility to deal with sensitive issues appropriately
Desirable
- oAbility to plan and co-ordinate work
- oInnovative
- oEvidence of interacting with a wide range of people
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
