Job summary
An exciting opportunity has arisen to join the Paediatric Appointments and Reception Team as a Paediatric Appointment Facilitator. This is a 37.5 hour role based in the Children's Units at both Ashford & St Peter's Hospital. We are looking for a friendly, motivated and highly organised person with good administration and I.T. skills and a flexible approach to join the team. Good communication skills are essential for dealing with a wide range of health care professionals as well as patients and their relatives. Previous NHS administrative experience is desirable but not essential although sound overall administration skills are required along with a positive attitude. For an informal discussion please contact Catherine McCandless, Reception Supervisor on 01932 722545 or Sarah Beadle, Clinical Office Team Leader on 01932 722397.
Main duties of the job
The post holder will:
Assist in the smooth running of the paediatric Children's Outpatient Department across both sites, offering and negotiating the most suitable appointment date and time ensuring patients meet their 18 week pathways, using patient administration IT systems.
You will be first point of contact in welcoming patients and families to the department and providing helpful assistance and problem solving to any query.
Ensuring patient confidentiality is maintained at all times in accordance with the data Protection Act and Trust policy.
Undertaking all general reception and administration duties as required on a daily basis.
About us
Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.
Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Surrey and St Peter's, Chertsey, Surrey.
We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.
Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at ASPH. We are committed to providing continuous professional development and flexibility to shape our workforce around our patient care.
We are expanding our theatres at Ashford Hospital and moving towards this becoming our dedicated elective centre. We want to create a state-of-the-art centre for excellence for planned surgical procedures.
We can offer you the full range of NHS benefits/discounts and in addition:
- Excellent pension scheme and annual leave entitlement
- On-site Nurseries
- On-site staff cafes
- On-site parking
- Support in career development
- Salary Sacrifice schemes including wage stream, lease cars, Cycle to Work schemes and home electronics
Adverts may close early, so applicants are encouraged to submit an application as soon as possible.
For more information about a career at ASPH please visit:www.asph-careers.org
Job description
Job responsibilities
To welcome patients and families to the department and provide helpful assistance and problem solving to any query.
To keep patients informed of waiting times etc.
Record all patients onto Surrey Safe Care ensuring data accuracy and highlighting any urgent referrals.
Manage worklists within e-Referral to ensure appropriate action is taken, including rebooking of patient appointments, accepting, redirecting and rejecting GP referrals.
To be responsible for and actively manage specialist and general wait lists on behalf of the Clinical Team to ensure that the patient reaches the point of treatment within relevant timescales.
Use judgement and decision making skills to offer and negotiate the most suitable appointment date and time for patients, ensuring all paediatric appointment slots are fully utilised to maximise departmental capacity.
To manage and deal appropriately with email enquiries sent to the Appointments Office.
To deal with all telephone queries regarding paediatric appointments, ensuring patient confidentiality is maintained at all times.
To arrange new appointments for patients and send appointment letters and any relevant patient information leaflets i.e. allergy forms.
To prepare and send correspondence for filing onto Evolve.
To support in dealing with patient queries and anxieties in a sensitive and caring manner whilst being understanding, helpful and attentive.
To participate in the reception rota covering the reception desk at both sites.
Cancellation and rebooking of appointments as instructed by the Paediatric Appointments Supervisor.
Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
Establish good levels of communication and liaison with secretaries, medical staff and other departments and hospitals.
Job description
Job responsibilities
To welcome patients and families to the department and provide helpful assistance and problem solving to any query.
To keep patients informed of waiting times etc.
Record all patients onto Surrey Safe Care ensuring data accuracy and highlighting any urgent referrals.
Manage worklists within e-Referral to ensure appropriate action is taken, including rebooking of patient appointments, accepting, redirecting and rejecting GP referrals.
To be responsible for and actively manage specialist and general wait lists on behalf of the Clinical Team to ensure that the patient reaches the point of treatment within relevant timescales.
Use judgement and decision making skills to offer and negotiate the most suitable appointment date and time for patients, ensuring all paediatric appointment slots are fully utilised to maximise departmental capacity.
To manage and deal appropriately with email enquiries sent to the Appointments Office.
To deal with all telephone queries regarding paediatric appointments, ensuring patient confidentiality is maintained at all times.
To arrange new appointments for patients and send appointment letters and any relevant patient information leaflets i.e. allergy forms.
To prepare and send correspondence for filing onto Evolve.
To support in dealing with patient queries and anxieties in a sensitive and caring manner whilst being understanding, helpful and attentive.
To participate in the reception rota covering the reception desk at both sites.
Cancellation and rebooking of appointments as instructed by the Paediatric Appointments Supervisor.
Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
Establish good levels of communication and liaison with secretaries, medical staff and other departments and hospitals.
Person Specification
Qualifications
Essential
- oEducated to GCSE level or equivalent
Desirable
- oConflict resolution training
Experience
Essential
- Previous customer service or telephone service experience
- Experience of working in a hospital environment or equivalent
Desirable
- Experience in use of Hospital based IT systems such as Cerner and e-Referral
Person Specification
Qualifications
Essential
- oEducated to GCSE level or equivalent
Desirable
- oConflict resolution training
Experience
Essential
- Previous customer service or telephone service experience
- Experience of working in a hospital environment or equivalent
Desirable
- Experience in use of Hospital based IT systems such as Cerner and e-Referral
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).
