Job summary
If you are passionate and caring about people and wish to pursue a rewarding career within the NHS, you should apply now. OPAC is a busy outpatient appointment centre an d is support service for King's College Hospital processing incoming referrals and dealing with high volume telephone calls.
We are seeking self-motivated people who are able to efficiently manage their time and workload. They should have excellent communication and customer service skills, IT experience and the ability to manage their own workload to meet deadlines in a busy environment with many demands on their time.The successful applicants will possess excellent telephone and administrative skills.
Main duties of the job
The post holder will work within a team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, referral centre teams, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between telephony and administrative duties.
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
The trust-wide strategy Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level.
Job description
Job responsibilities
Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets
Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments
To make appointments in the appropriate clinics using Epic and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the Two Week Rule for cancer referrals.
Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or Division
Responsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processes
Responsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practice
Responsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures
Responsible for the amendment and cancellation of all appointments types (new and follow ups)
Responsibility for maintaining a direct booking system, by agreeing dates either with patients and/or GPs;
To deal effectively with GP/Consultant queries regarding patient appointments and details for all Trust wide clinics
Ensure that any relevant information is communicated to patients and internal service users as appropriate
To scan all referrals entering the Trust and ensure that standards related to the capturing of minimal data set is met
Job description
Job responsibilities
Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets
Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments
To make appointments in the appropriate clinics using Epic and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the Two Week Rule for cancer referrals.
Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or Division
Responsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processes
Responsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practice
Responsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures
Responsible for the amendment and cancellation of all appointments types (new and follow ups)
Responsibility for maintaining a direct booking system, by agreeing dates either with patients and/or GPs;
To deal effectively with GP/Consultant queries regarding patient appointments and details for all Trust wide clinics
Ensure that any relevant information is communicated to patients and internal service users as appropriate
To scan all referrals entering the Trust and ensure that standards related to the capturing of minimal data set is met
Person Specification
Experience
Essential
- NVQ Level 2 or equivalent experience in customer care / service
Desirable
- Experience of using Epic or similar appointment systems
- NHS experience
Skills
Essential
- Excellent written and verbal communication skills with a professional and courteous manner
- Ability to input and retrieve complex information on a computerised system
Person Specification
Experience
Essential
- NVQ Level 2 or equivalent experience in customer care / service
Desirable
- Experience of using Epic or similar appointment systems
- NHS experience
Skills
Essential
- Excellent written and verbal communication skills with a professional and courteous manner
- Ability to input and retrieve complex information on a computerised system
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).
