Job summary
Act as an essential point of contact for all patients and play a vital role in ensuring patients are booked in line with the Trust's Access Policy, enabling the Trust to meet national waiting time targets.
To exercise initiative and carry out their duties to make a direct and positive contribution to the organisation.
Provide a comprehensive service for the Trust's outpatient's clinics.
Exercise initiative and carry out duties is such a way as to make a direct and positive contribution to the organisation of work.
Act as an essential point of contact for clinical office staff, service managers, ADOs, patients and work closely with the Team leaders and Appointment centre manager.
This advert offers both a part time and full time position which will be decided at interview, after discussion between you and the manager.
Main duties of the job
- Liaise with patients to book, cancel and reschedule appointments taking into consideration of 18-week targets. Will need to demonstrate excellent customer service skills, using an understanding and reassuring manner when dealing with patients and their relatives.
- To ensure any two-week rule patients who are cancelled or who do not attend (DNA) are offered new dates within the appropriate timeframes to avoid a cancer breach.
- As part of a team, provide secretarial/admin cover from Monday to Friday each week within the specialty.
- General office duties including post, filing, photocopying, scanning & answering the phones.
- Advising patients on outpatient waiting times.
- To be responsible for chasing GPs on patients missing referrals.
- To open post and e-mails and record all referrals onto the Patient Administration System, ensuring data accuracy with patient details, GP details and referral dates and highlighting any referrals which require urgent attention and investigating any discrepancies.
- To aid in the preparation of patient records for all teams' specialities and adding to Evolve.
- To despatch necessary paperwork informing patients that their referral has been received.
- To access PAS and identify new appointments for patients and book suitable appointments within the government target wait times and to the consultant's clinical request then despatch the necessary paperwork associated with that appointment.
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, 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 Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around our patient care.
Although it isn't the Trusts normal practice, adverts may close early, so applicants are encouraged to submit an application as soon as possible.
Job description
Job responsibilities
- To use new working systems within the Clinical Office to promote an efficient service, i.e., Evolve, ERS, Envoy, PAS & the storage of appropriate information electronically on shared drives.
- Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.
- Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.
- Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate
- Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.
- o-operate fully in the introduction of new technology and new methods of working as appropriate to the work of the administrative team.
- Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
- To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.
- Establish good levels of communication and liaison with other secretaries, medical staff and other departments and hospitals.
- Undertake all mandatory training as required by the Trust, inc RTT suite training. To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.
- Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
- To provide cover and support for all colleagues as requested, taking on responsibility for the quality of their work.
Job description
Job responsibilities
- To use new working systems within the Clinical Office to promote an efficient service, i.e., Evolve, ERS, Envoy, PAS & the storage of appropriate information electronically on shared drives.
- Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.
- Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.
- Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate
- Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.
- o-operate fully in the introduction of new technology and new methods of working as appropriate to the work of the administrative team.
- Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
- To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.
- Establish good levels of communication and liaison with other secretaries, medical staff and other departments and hospitals.
- Undertake all mandatory training as required by the Trust, inc RTT suite training. To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.
- Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
- To provide cover and support for all colleagues as requested, taking on responsibility for the quality of their work.
Person Specification
Qualifications
Essential
- English GCSE Grade C or equivalent
Experience
Essential
- RSA, NVQ or equivalent typing and computer skills
- Confident in use of computer packages such as Excel, Word, Outlook
- Flexible in their attitudes and behaviours to support team working and delivery of objectives
Desirable
- Confident in use of computer packages such as Excel, Word, Outlook
- Experience of working in a front line position with the general public
- Knowledge and experience of Cerner and other NHS software.
Knowledge
Essential
- NHS Constitution
- Trust vision, values and strategic objectives
Desirable
- Knowledge of NHS systems and procedures
- Knowledge of 18 - week and 62 day pathways
- Fast, accurate typing skills
Person Specification
Qualifications
Essential
- English GCSE Grade C or equivalent
Experience
Essential
- RSA, NVQ or equivalent typing and computer skills
- Confident in use of computer packages such as Excel, Word, Outlook
- Flexible in their attitudes and behaviours to support team working and delivery of objectives
Desirable
- Confident in use of computer packages such as Excel, Word, Outlook
- Experience of working in a front line position with the general public
- Knowledge and experience of Cerner and other NHS software.
Knowledge
Essential
- NHS Constitution
- Trust vision, values and strategic objectives
Desirable
- Knowledge of NHS systems and procedures
- Knowledge of 18 - week and 62 day pathways
- Fast, accurate typing skills
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.
