Appointment Administrator

Job responsibilities

Communicate with patients, colleagues, internal and external contacts in a courteous, professional and timely manner at all times by various methods, i.e. telephone, written, face to face.

Receive telephone calls and enquiries on a handset/headset via the telephone call queue management system (Liberty) from patients, GPs, wards and Consultants. Providing an efficient service regarding enquiries and the rescheduling of new and follow up outpatient appointments. Taking appropriate action, or, where necessary, re-direct or accept a message on behalf of members of the team and to have the initiative to know when help from a more senior staff member is required or advice needs to be sought from the service itself. All enquiries and requests are to be dealt with in a timely manner.

Ensure all voicemail messages are dealt with promptly.

Have an excellent telephone manner; this is imperative to ensure that clear and concise information is exchanged to patients and staff.

Sending and replying to patient and staff emails in a timely manner.

Rescheduling outpatient appointments according to the specialities booking rules and guidelines.

Action the daily task list for patients requesting to reschedule their appointment via the Chronos ERS Connect system

Report any complaints/comments or requests to the Outpatient Appointments Supervisor immediately. Have the knowledge and knowhow of when to refer to PALS.

Working within set work patterns, prioritise own work efficiently and effectively to ensure all administrative duties are met, highlighting any issues to the Outpatient Appointments Supervisor.

Entering and retrieving data from hospital computer systems.

Training of new staff in simple tasks where appropriate.

Ensure the timely arrival of patient information to the appropriate destination to facilitate prompt patient care.

Have relevant and up to date knowledge of the Trusts Standards Policies, following them at all times. Be responsible for updating own knowledge as and when necessary in agreement with the Outpatient Appointments Supervisor.

Ensure patient identifiable information given, received or held in any form is processed and protected in accordance with Trust Policy.

Take ownership of equipment supplied to enable job role to be fulfilled.

Support with welcoming and induction of new staff into the team as required including those helping on a short term basis.

Ensure adherence to agreed national as well as local waiting targets.

Routine input of demographics data and personal details of patients using Camis to ensure there is an up-to-date record of patient information and to ensure a high standard of data quality.

For all appointments ensure any additional requirements are arranged according to patient or consultant request e.g. interpreter.

To understand the complex appointment booking procedures and the different requirements of each department, this may include rescheduling of appointments to cover diagnostic or genetic testing, multiple appointments within departments/therapies.

Attend any departmental meetings as required.

Ensuring working area is kept clean, tidy and well maintained at all times, complying with Health and Safety HSE regulations.

To fully participate in training and learning for all aspects of the Outpatient Appointment Administrator role and services that sit within it.

To undertake all mandatory and role specific as appropriate to the role and ensure it is renewed as required.

Respect individual values, cultural and religious diversity of patients and contribute to the service provision of these needs.

To participate in the staff rota with varying shift start and finish times.

Ensure patients are contacted verbally to make and agree appointments. A minimum of three attempts should be made to contact patient to agree appointment. If no response after third attempt appointment to be sent by letter. Record all attempts to contact patient by telephone on PAS system.

All appointments to be confirmed by a letter to patient/parent or guardian with regards to children.

Provide general admin services including photocopying, filing, faxing, shredding of confidential waste, handling Medical Records and other office routines.

The post holder will be expected to use computer systems where appropriate, including email system, the internet and intranet and other office systems in accordance with Trust policies.

Provide cross cover within team during absence complying with relevant organisational policy on attendance.

Key Competencies/Personal Qualities and Attributes

Essential

• Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
• Flexible, friendly, professional, polite and caring attitude
• Able to prioritise workload
• Ability to work in a team
• Able to communicate effectively
• Good team worker
• Ability to use own initiative

Skills

Essential

• Good written and communication skills and be able to deal with difficult and sensitive and confidential patient information
• Courteous, tactful, efficient telephone manner
• Good keyboard and numeracy skills
• Attention to detail and accuracy
• Good problem solving skills
• Good MS Office skills
• Good concentration skills
• Able to sit/work at a desk/vdu for long periods
• Good time management
• Dealing with large volume of telephone calls on handset/headset
• Ability to cope under pressure in a sometimes difficult situation
• Ability to use and operate office equipment such as photocopier & scanner
• To understand Equality and Diversity policies and practices and to accommodate any adjustments that may be needed by patients
• Able to maintain confidentiality at all times

Knowledge and Experience

Essential

• Experience of working in a call or contact centre, or receptionist or busy telephone role experience
• Experience of working in a busy office environment
• Planning and organisational skills
• Excellent team working skills
• Experience of working with booking/appointment IT packages
• Data entry experience

Desirable

• Experience of working with Patient Administration Systems
• Experience of working in the NHS
• Previous complaint handling experience
• Previous Customer Service experience
• Knowledge of NHS targets
• Staff supervisor or management experience

Educations, Training and Qualifications

Essential

• Educated to GCSE level or equivalent level of education, training or experience

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).