Job summary
An exciting opportunity has arisen for a self-motivated individual, to join the Fast Track booking Team at the Great Western Hospital (Based at Orbital Offices North Swindon). You will have the opportunity to work and train in other areas within Patient Access, gaining essential skills and experience to support ongoing personal development.
Main duties of the job
To provide an excellent, professional and friendly service to patients when booking their Outpatient appointments, booking first appointments in accordance to national Referral to Treatment guidance and Trust policy on fair access to appointments for patients, including administering direct booking e-referral appointments. Ensuring that the administration associated with the patient appointment is completed accurately and in a timely manner, and follows Trust and departmental policies and procedures.
About us
"Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives."
Job description
Job responsibilities
- Following the daily departmental rota, provide Fast Track telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
- Using waiting lists, on hold reports and other tracking reports, book Fast Track appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailingservice, and following guidance in the Elective Access, Booking and Choice Policy.
- Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician or length of time for the appointment, in line with the Trusts Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
- Adopt good customer care practice to provide a high quality service for users of the Fast Track Service, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GPs, nursing homes and relatives. This will include using tact or persuasive skills or where there may be barriers to understanding
Please see the attached job description for full information
Job description
Job responsibilities
- Following the daily departmental rota, provide Fast Track telephone coverage for all incoming calls regarding patient appointments, handling enquiries for all specialties as necessary.
- Using waiting lists, on hold reports and other tracking reports, book Fast Track appointments ensuring all clinic letters are sent out as soon as appointments are made, using the direct mailingservice, and following guidance in the Elective Access, Booking and Choice Policy.
- Negotiate outpatient appointments with patients offering them a choice of dates and time, whilst also adhering to clinical team requirements, e.g. correct clinician or length of time for the appointment, in line with the Trusts Elective Access, Booking and Choice Policy and departmental Standard Operating Procedures.
- Adopt good customer care practice to provide a high quality service for users of the Fast Track Service, acting as point of contact for enquiries from patients, staff and any external agencies, e.g. GPs, nursing homes and relatives. This will include using tact or persuasive skills or where there may be barriers to understanding
Please see the attached job description for full information
Person Specification
Qualifications
Essential
- GCSE 3 or above including Maths and English
- NVQ 2 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Desirable
- ECDL qualification or other formal IT training / qualification
- Use of internet and intranet
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment
- Frontline customer care
Desirable
- Worked in an area specialising in healthcare appointment making
- Experience of working in an Outpatient Dept
- Organisational awareness of NHS
Skills
Essential
- Ability to prioritise workload and work without direct supervision
- Ability to act on own initiative and deal with non-routine queries
- Demonstrate computer skills in Excel and Word including accurate typing
- Ability to analyse data and produce relevant documentation
Desirable
- Ability to create, produce and use reports in a variety of Microsoft Office IT systems
Person Specification
Qualifications
Essential
- GCSE 3 or above including Maths and English
- NVQ 2 or equivalent in relevant subject or equivalent experience and knowledge gained within a reception, booking or administration role
- Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, casenote tracking, patient transport system
Desirable
- ECDL qualification or other formal IT training / qualification
- Use of internet and intranet
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment
- Frontline customer care
Desirable
- Worked in an area specialising in healthcare appointment making
- Experience of working in an Outpatient Dept
- Organisational awareness of NHS
Skills
Essential
- Ability to prioritise workload and work without direct supervision
- Ability to act on own initiative and deal with non-routine queries
- Demonstrate computer skills in Excel and Word including accurate typing
- Ability to analyse data and produce relevant documentation
Desirable
- Ability to create, produce and use reports in a variety of Microsoft Office IT systems
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).
