Patient Experience Clerk Outpatients
Great Western Hospitals NHS Foundation Trust
The closing date is 09 January 2025
Job summary
Part time - 20 hours per week
We are looking for a Patient Experience Clerk to work part time.
You will develop and maintain an effective, friendly and professional clinic 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, you will continually improve service delivery liaising with key stakeholders through effective staff and process management and control.
Main duties of the job
- Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18-weeks Referral to Treatment.
- Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with asmile at all times
- Operationally responsible for day-to-day delivery and implementation of departmental proceduresliaising 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 takingcorrective action where appropriate to meet the required standards or improve quality
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
- 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 TrustsElective 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 theagreed time frame.
Please see the attached job description for full information
Job description
Job responsibilities
- 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 TrustsElective 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 theagreed time frame.
Please see the attached job description for full information
Person Specification
Qualifications
Essential
- GCSE3 or above including Maths and English
- NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
- Evidence of formal management development
- Evidence of continuing professional development
- Evidence of Health & Safety training
Desirable
- ECDL qualification or other formal IT training / qualification
- Project management training, e.g. PRINCE 2
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment.
- Evidence of successful staff management including performance, recruitment, training and absence managemen
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
- Experience in implementing NHS policies and guidelines relevant to outpatient services
Desirable
- Past experience of working in an area specialising in healthcare appointment making
- Experience of managing projects
Knowledge and skills
Essential
- Able to prioritise workload of self and others, and work without direct supervision
- Able to act on own initiative and deal with nonroutine and sensitive issues.
- Demonstrate excellent management techniques and skills
- Demonstrate performance management across administrative teams
- 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
- GCSE3 or above including Maths and English
- NVQ 4 or equivalent in relevant subject or equivalent experience and knowledge in a similar role
- Evidence of formal management development
- Evidence of continuing professional development
- Evidence of Health & Safety training
Desirable
- ECDL qualification or other formal IT training / qualification
- Project management training, e.g. PRINCE 2
Experience
Essential
- Evidence of significant administrative experience within a customer focused environment.
- Evidence of successful staff management including performance, recruitment, training and absence managemen
- Evidence of successful process design and implementation
- Experience and understanding of outpatient services and performance indicators
- Experience in implementing NHS policies and guidelines relevant to outpatient services
Desirable
- Past experience of working in an area specialising in healthcare appointment making
- Experience of managing projects
Knowledge and skills
Essential
- Able to prioritise workload of self and others, and work without direct supervision
- Able to act on own initiative and deal with nonroutine and sensitive issues.
- Demonstrate excellent management techniques and skills
- Demonstrate performance management across administrative teams
- 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).
