Job summary
Hours: 20 per week
An exciting opportunity has become available for efficient and organised people to join our Outpatient Booking Team. The successful applicants must demonstrate good interpersonal and IT Skills.
Knowledge of the NHS computer system would be an advantage, however full training would be given. This role is based at the Great Western Hospital Outpatients Departments, in a busy environment and working to tight deadlines.
We need people who are able to work under pressure, and work well within established teams, whilst producing a high standard of customer service. Your aim will be to ensure that patients who visit the hospital will have a pleasant and positive experience by being courteous and professional at all times.
For more information on the roles available, please contact Yasmin Sarah's on 01793 605842
Main duties of the job
To develop and maintain an effective, friendly and professional clinics administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient management team, continually improve service delivery liaising with key stakeholders through effective staff and process management and control.
In liaison with the Administration Lead, responsible for ensuring the appropriateness of the services and that the performance management requirements of the Trust are met. In particular patient Experience, quality and activity targets.
Be an advocate of Patient Experience across the Outpatient Departments, delivering the highest quality service to every patient and by putting the patient at the heart of everything we do.
About us
Our STAR values are the heart of everything we do. You can expect to see them in the way we act and the way we treat each other. Our values make us who we are.
Service: We will always put our patients first
Teamwork: We will work together.
Ambition: We will aspire to provide the best service
Respect: We will act with integrity
Job description
Job responsibilities
- Operationally responsible for day to day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.
- Responsible for the standard and quality of the Outpatient Administration,requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
- Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trusts Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
- Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trusts Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
- Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
- Manage follow up patient wait list for service by validating the Validation tool completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame.
- Ensure all patients attending clinic have a completed outcome entered in Medway, Partial or manual.
- Liaise with nursing teams to ensure on the day delays are accurately and efficiently communicated to patients in depart.
Full duties can be found on the attached JD.
Job description
Job responsibilities
- Operationally responsible for day to day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.
- Responsible for the standard and quality of the Outpatient Administration,requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
- Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trusts Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
- Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trusts Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
- Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
- Manage follow up patient wait list for service by validating the Validation tool completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame.
- Ensure all patients attending clinic have a completed outcome entered in Medway, Partial or manual.
- Liaise with nursing teams to ensure on the day delays are accurately and efficiently communicated to patients in depart.
Full duties can be found on the attached JD.
Person Specification
Qualifications
Essential
- GCSE or above including Maths and English
- Vocational Level 3 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
Desirable
- ECDL qualification or other formal IT training / qualification
- Project management training, e.g. PRINCE 2
- Evidence of formal management development
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment
- Evidence of successful staff management including performance, recruitment, training and absence management
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
Desirable
- Past experience of working in an area specialising in healthcare appointment making
- Past experience of working in an area specialising in healthcare appointment making
Skills
Essential
- Past experience of working in an area specialising in healthcare appointment making
- Able to act on own initiative and deal with non-routine and sensitive issues.
- Able to act on own initiative and deal with non-routine and sensitive issues.
- Experience of resolving issues proactively using analytical skills, interpersonal skills, communication, influence and persuasion
Desirable
- Use of PRINCE 2 software or other project management planning systems/tools
Person Specification
Qualifications
Essential
- GCSE or above including Maths and English
- Vocational Level 3 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
Desirable
- ECDL qualification or other formal IT training / qualification
- Project management training, e.g. PRINCE 2
- Evidence of formal management development
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment
- Evidence of successful staff management including performance, recruitment, training and absence management
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
Desirable
- Past experience of working in an area specialising in healthcare appointment making
- Past experience of working in an area specialising in healthcare appointment making
Skills
Essential
- Past experience of working in an area specialising in healthcare appointment making
- Able to act on own initiative and deal with non-routine and sensitive issues.
- Able to act on own initiative and deal with non-routine and sensitive issues.
- Experience of resolving issues proactively using analytical skills, interpersonal skills, communication, influence and persuasion
Desirable
- Use of PRINCE 2 software or other project management planning systems/tools
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).
