Outpatients Administration clerk

Job description

Job responsibilities

• Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
• Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
• Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
• To act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
• To ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
• To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
• To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
• Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
• Registration of internal referrals
• Management of e-referrals on the Electronic Referral Service (eRs)
• Booking of all patient appointments in line with Trust and National targets
• Contacting patients for short notice appointments aiding clinic utilisation
• Managing the external Outpatient letter system
• Managing the NHS mailbox for IPTs
• Referral verification (chasing missing referrals)
• Contacting patients to inform them of short notice clinic cancellations / reschedules
• Greet patients check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
• Direct patients to appropriate areas.
• To outcome all patients attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNAs or added to the waiting list in accordance with agreed procedure
• To cancel, re-appoint and reschedule patients appointments at patient or Consultant request
• Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email communication. Act on the information and distribute accurately.
• To prepare all necessary documentation and/or paperwork for clinics
• To telephone patients at short notice to fill empty clinic slots
• To correct any operator errors within Lorenzo following protocol.
• Works flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
• To ensure that Consultants are aware of any patients who DNAd clinic appointment and undertake action as required.
• To open and sort Outpatients post daily and to take appropriate action.
• To provide cover in any other team or department within the Directorate if required

Person Specification

Experience and Knowledge

Essential

• 1 year's general office experience
• Ability to work under pressure to meet required deadlines
• the ability to deal with more than one situation at a time

Desirable

• previous experience in a healthcare setting and reception skills

Qualifications and Professional Training

Essential

• Good Keyboard Skills

Desirable

• RSA II typewriting

Skills and Abilities

Essential

• Good Communication Skills
• Enthusiastic and Motivated
• Ability to have positive working relationships
• Good Organisational skills

Personal Qualities

Essential

• To be able to sit and concentrate using a PC for frequent periods
• To be able to deal with irate patients and staff
• To deal with distressing situations and distressed patients
• To be calm under pressure
• To deal with competing demands for attention
• To work under own initiative making decisions

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.

Certificate of Sponsorship

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).

Employer details

Employer name

George Eliot Hospital NHS Trust

Address

George Eliot Hospital

College Street

Nuneaton

CV10 7DJ

Employer's website

http://www.geh.nhs.uk/ (Opens in a new tab)